Service Desk Engineer
Posted on :
12-08-2024
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
12-08-2024
Job Description
About the Client:
Insentra originating from four IT professionals in a Sydney garage has evolved into a global team of industry leaders and experts. Their business ethos revolves around fostering winwin scenarios nurturing strong relationships with partners and ensuring mutual success. With a commitment to proactive and responsive support Insentra aims to uphold its reputation and enhance client satisfaction.
Job Summary:
We are looking for an experienced Service Desk Engineer to provide responsive proactive support. A Service Desk Engineer must have good technical knowledge and be able to communicate effectively to understand the problem and escalate where necessary. The goal is to create value for clients that will help preserve the organisations reputation and business by being proactive and responsive to incidents requests and monitoring alerts.
Responsibilities:
- Serve as the first point of contact for clients seeking technical assistance through a web portal interface email and telephone queries
- Perform remote troubleshooting through diagnostic techniques and triage questions
- Determine the best solution based on the issue and details provided by customers
- Direct unresolved issues to the next level of support personnel
- Record events and problems and their resolution in ticketing system
- Perform proper ticket hygiene and management detailed handovers initial ticket triage and detailed call resolution notes
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Identify and suggest possible improvements on procedures
- Basic remote access solution support: Screen share Citrix and AVD remote desktop and remote control servers Microsoft server administrative tasks
- Basic administration of Microsoft cloud services Azure and Microsoft 365
- Basic diagnosis of Citrix tickets to pass information to L2/L3 engineers
- Perform daily health checks on systems and record output in ticketing system
- Follow documented procedures fully and consistently
Requirements
- 12 years helpdesk or service Desk experience
- ITIL v4 certification not mandatory but highly valued
- Basic M365/Entra ID and Intune support
- Knowledge of Citrix and AVD
- Understanding of secure operations principles e.g. Zero Trust and Least Privileged
- Competent written and verbal communication in English
Benefits
WHAT WE OFFER:
Great Place to WorkCertified Company
Premium HMO
Holistic employee experience
Workfromhome and hybrid work setup
Rewards and incentives
Monthly engagement activities
Career advancement opportunities
Paid referral program
Employment Type
Full Time
Key Skills
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