Desktop Support Engineer
blueAPACHE, Australia
Job Description
This is a great opportunity to combine your technical expertise and customer service skills to provide on-site desk top support to one of our key clients. Duties and responsibilities include:
- Desktop Incident resolution and request fulfilment, assist remote resolver teams with activities that require physical presence.
- Create Knowledgebase articles and process documents, where possible.
- Reduce the volume of incidents by identifying and eliminating root cause through the pro-active problem management process
- Attend Operation meetings with customer and blueAPACHE stakeholders to discuss operational support activities.
- Setup of new PC’s, phones, and mobile devices as per customers existing documented processes.
- Software installation of preapproved desk side software.
- Basic hardware troubleshooting of desk side equipment.
- Assist with moves, adds, changes of desk side equipment.
- User creation and termination requests.
- Basic how to on usage for supported applications.
- Basic network troubleshooting and fault finding on desk side equipment
- Facilitation of repair work for onsite desk side equipment*
- Application of desktop patches (security and software).
- Other duties as instructed by blueAPACHE leadership.
Requirements
The following experience and technical knowledge will be beneficial:
- Troubleshooting issues across MS Windows
- Configure amp; troubleshoot endpoint devices, operating system, desktop\Laptop, telephony, and all IT hardware located at site
- Basic application support across O365.
- Experience building and imaging Laptops and Desktops.
- Basic understanding of modems, firewalls, LAN, VPN, WAN, Routers and switches.
- Dealing with tickets through a ticketing system (Jira, ServiceNow, Spiceworks, Autotask etc.), over phone or from walk ups.
- Excellent communication and customer service skills.
Benefits
Founded in 1998, blueAPACHE is trusted to deliver business-critical IT (on-premises and IT as a service) to some of Australia's most successful organisations. Our reputation for innovation and customer focus, helping a broad range of clients achieve their unique strategic and operational objectives. Our technical excellence has recently been recognised by being named back-to-back ARN Mid-Market Partner of the year, 2019 and 2020.
Please note all offers of employment at blueAPACHE are subject to police clearance checks.
For more information please contact Jenni Nelson, 03 8696 9365.