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Service Desk Support Junior Engineer

⦁ Competitive salary
⦁ Exciting opportunity to join a successful MSP based in Lane Cove
⦁ Grow your career in the IT industry

About the Employer

A Managed Service Provider located in Lane Cove West is seeking a passionate Service Desk Support Junior Engineer to work within a tight team of people who are truly passionate about the work they do for their customers. This is a fantastic opportunity for an up and coming IT professional, who is looking to grow their career, learn new skills, enjoys change and thrives in a fast-paced environment.

Efficient and effective first level technical support is critical to our client.

About the Role

Working within a small, high performing team, the Service Desk Support Junior Engineer is the frontline first point of contact in the receiving and handling of support requests. This role provides first line investigation and diagnosis and promptly allocates or escalates unresolved issues as appropriate. You will have some experience in a Service Desk environment, be willing to take full ownership of issues, and utilise your initiative and solid customer service experience to resolve queries in a professional and timely manner. This role is for a permanent support staff member to be based onsite at our head office, with the potential to go onsite to customer locations as the need arises.

Benefits

⦁ Opportunity to develop and progress your career
⦁ Certification training will be provided
⦁ Promotion through to Level 2/3 or management possible, and encouraged
⦁ Generous salary package on offer, and
⦁ Modern, airy, and fun working environment.

Duties

⦁ Proactively keep customers informed in relation to the issues and/or requests made and ensure accuracy and quality of all queries contributes to meeting customer expectations and timeframes
⦁ Installation & troubleshooting of all hardware, software, and other in-house applications
⦁ Raise support cases with external vendors and manage turnaround of requests
⦁ Delivering a client focused service experience for technology customer queries 
⦁ Undertaking coordinated incident management in liaison with other operational teams, and
⦁ When fully trained, be prepared to provide 24/7 support on a roster basis.

Skills and Experience

⦁ Knowledge of, or the ability to troubleshoot, Digital Desktop equipment such as desktop PC’s, laptops, iPads, iPhones, desktop applications, mobile applications, and peripheral equipment
⦁ Familiarity with Android and Apple based phones and tablets, and associated management software (as per above)
⦁ Knowledge of, or have the ability to, troubleshoot issues with technologies, including but not limited to Networking (TCP/IP, DNS, Cabling), Remote Access Connectivity, Telephony including mobile phones
⦁ Knowledge or exposure to Microsoft Active Directory
⦁ Knowledge or exposure to Desktop, LAN, peripheral device installation and support
⦁ Provide support of the Microsoft SOE – Windows 7/8/10, Office 2007/2010/2013/2016/O365
⦁ Ability to acquire knowledge of business applications where first level support may be required, and
⦁ 12 + months experience providing Level 1 or 2 support to a user base of 250+ end-users.

Personal Attributes

⦁ Ability to work in a team and independently 
⦁ Ability to work efficiently in a fast-paced environment whilst meeting SLA’s
⦁ Strong written and verbal communication skills
⦁ Excellent customer service skills and desire to meet and exceed standards
⦁ Attention to detail throughout all tasks
⦁ Strong analytical, troubleshooting, and problem-solving skills
⦁ Eagerness to learn new products and technologies    
⦁ Willingness to provide after-hours support on an as needed basis, and
⦁ Be organised and have good time management skills.

Technical Skills

⦁ Desktop support knowledge 
⦁ Knowledge of Office 365⦁ Understanding of NBN and 4G wireless technology
⦁ A general knowledge of technical infrastructure from desktop to firewall
⦁ An understanding of backup systems and software
⦁ Proficient in troubleshooting electronic devices
⦁ Have a working knowledge of domain environments
⦁ Previous experience with another IT service provider or Telecommunication Company is highly desired, and 
⦁ Excellent troubleshooting and telephone-based diagnostic skills.


This is a highly varied role, across multiple technologies, with unlimited scope to advance your technical knowledge.

Due to our location and requirement to visit customer’s onsite, owning a car is mandatory for this role. 

To be eligible for this position, candidates be Australian Citizens or at least have Australian Residency.

Please note only candidates that meet our client’s selection criteria will be contacted.

Job ID: BBJE01

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