Senior Service Desk Engineer AU Client WFH Morning Shift

The primary purpose of the Senior Service Desk Engineer is to provide technical support to the company s clients whilst providing an exceptional customer experience as well as be a mentor and escalation point for the Service Desk Engineers. They provide reactive and proactive incident resolution and service request management for applications software hardware and network systems including user administration.

KEY RESPONSIBILITIES

Demonstrate and promote all Company Core Values.

Represent HD IT in a professional and courteous manner at all times.

Triage and resolve complex technical support requests.

Triage and resolve level 2 support requests as and when required.

Ensures timely resolution or escalation of incidents and promptly communicate on progress to endusers.

Log requests correctly into the PSA with appropriate parameters and with detail.

Log time spent on tickets correctly into the PSA.

Update and maintain the knowledge base diligently.

Provide after hours on call support as needed.

Attend client sites and provide face to face support.

Ensure that industry best practices are applied whenever possible.

Follow processes and guidelines to achieve the best outcome.

Mentor assist and share knowledge with your fellow colleagues where necessary.

Dispatch tickets as and when required.

Remain up to date with certifications relevant to your role.

Be a point of escalation for complex issues.

Provide training assistance and mentoring to Service Desk Engineers.

Deliver project work according to projected time budget and requirements.

Create Knowledge Base Articles policies and procedures in IT Glue.

Requirements

QUALIFICATIONS

ITIL Foundations or higher.

Relevant Microsoft Certifications

Relevant Vendor Certifications

Relevant Industry Certifications e.g. Cybersecurity

EXPERIENCE

4 years experience working on a service desk

KNOWLEDGE

Set up of new Windows Server and roles.

Active Directory setting up a new domain and upgrading DC.

Windows RDS environment setup and management.

HyperV or VMWare experience.

Knowledge of hardware and RAID sets.

O365 migrations.

ADConnect.

SharePoint migrations.

Experience with cloud technologies such as Azure AWS.

Experience setting up firewalls and switches.

Wireless technologies and troubleshooting wireless.

SDWAN experience

Understanding of fibre technologies

Understanding of Hyperconverged

Understanding of Virtual Datacentre (NSX / Azure Stack)

Backup Management

Antivirus

VoIP

Scripting/Automation (PowerShell)

Additional Job Details:

Setup and Location: WFH/Remote

Work Schedule: 9:00 AM to 6:00 PM (AEDT) 7:00 AM to 4:00 PM (PH Time)

Employment Type: Fulltime

All interviews and other hiring requirements are done virtually or through video calls or emails.

Bachelor's degree in Computer Science, Software Engineering, or related field. Minimum 3+ years of experience in a Level 2 Service Desk Support or similar role within the Australian IT Services sector. Proven track record of successfully resolving IT support issues. Proficient in troubleshooting hardware and software issues. Familiarity with Active Directory and group policies. Experience using help desk software and remote support tools. Experience with Autotask and Halo. Experience with the basics of managing Microsoft 365 Tenants. Understanding of how CRM systems work Excellent verbal and written communication skills. Ability to convey technical information clearly and understandably. Dedication to providing exceptional customer service. Ability to empathize with end-users and understand the impact of technical issues on their work. Set-up and Location: Work from Home Work Schedule: 9:00 AM-6:00 PM (AEST) | 7:00 AM-4:00 PM (PH Time) Employment Type: Full-time