Careers

Onsite Service Desk Engineer

06 Aug 2019, MOQdigital Talent Team

Sydney

We are looking for an aspiring IT Service Desk professional that has a passion for technology, helping people and working in a team. You will be working onsite in the head office of one of Australia’s leading hotel operators. This is a great opportunity to build a challenging and exciting career path within a global industry. 

As an onsite Service Desk Engineer you will have a strong focus on internal customer service and the ability to resolve hardware and software issues. You will provide full end to end ownership of requests within the established SLAs. You will be required to support a wide variety of infrastructure, platform and application technologies onsite, as well as excellent written and verbal communication with a familiarity of ITIL best practices.

Your responsibilities will include:

  • Onsite level 1-2 desktop and backend support during business hours
  • Break-fix and IMACS – installations, moves, adds and changes
  • Providing remote support outside of business hours
  • Responding, analysing and resolving all desktop support requests, incidents, changes and break-fix activities in accordance with the service levels
  • Planning, implementing and managing all the customer’s hardware and software IMACs
  • Maintaining and managing an inventory of end user device replacement units, parts and tools
  • Managing of desktop Standard Operating Environments (SOE) including:
    • Building, maintaining, testing and rolling out SOEs (which may include specific variants for designated teams)
    • Creating, changing and deleting a SOE or its elements from time to time
    • Software packaging to upgrade versions of existing software
    • Software packaging of any new Software will be treated as a discretionary service
    • Creating an SOE for a new operating system will be treated as a discretionary service


Educational background and certifications

Education

  • Secondary education completed
  • Degree or equivalent in Computer Science/ Engineering or related field desirable

Certifications

Mandatory:

Must hold a valid vendor certification

Highly desirable Certifications:

  • Microsoft Windows / Azure
  • Nutanix
  • CommVault
  • Citrix XenDesktop
  • ITIL

Work experience

  • A minimum of 5 years industry experience
  • Strong customer service experience providing level 1-2 technical support
  • Experience working with ITIL processes and tools. E.g. ServiceNow
  • Experience working in a Managed Services organisation (desirable)
  • Experience working in the Energy sector (desirable)

Technical knowledge

Mandatory:

  • Active Directory
  • Windows Server
  • Citrix XenDesktop
  • Microsoft O365

Desirable:

  • Linux
  • CommVault
  • Lenovo HX, Nutanix AHV
  • Microsoft Azure Cloud, Storage, EMS, IAM
  • Telephony – O365 Enterprise E5
  • Cisco switching, routing

Personal Attributes

  • Excellent customer service skills
  • Excellent telephone manner and written communication
  • Takes ownership and has initiative
  • Has a growth mindset, creative and helps to simplify
  • Enjoys working in a customer facing environment
  • Enjoys meeting deadlines and working under pressure
  • Team player, open, honest and polite

 

If this sounds like a role you'd be interested in pursuing, email us your CV to: KWilkes@moqdigital.com.au

For more information visit our website: www.moqdigital.com.au