Desktop Support Engineer (Blackburn/Box Hill)
blueAPACHE, Australia
Job Description
About you and your approach to work
You are a user and customer outcome driven IT professional who has worked across a wide range of hardware commonly seen in office environments such as:
- Smartphones/Tablets, Desktops/Laptops, Access Points/Controllers, Servers, Switches/Routers/Firewalls/UTMs, Multi Function Centres, Security Cameras/PVRs, VoIP phones and anything else reasonably likely to be seen in an office IT environment
If you've been presented with a technology problem, especially those that don't make sense at first glance, you're the kind of person who is resourceful enough to look through resources such as:
- Internal KB articles, Vendor KB articles, credible sources of help on the internet
If you can't find what you need to solve the problem, because you're an outcome driven operator, and you know that your user is relying on you to help them get back to work, you'll use your strong communication skills to manage their experience so that it's positive whilst you liaise with your colleagues to help you get your user's problem resolved.
Your new colleagues are a diverse bunch, both culturally, and professionally, many of them have significant technical experience of which you can make use of as you help users and simultaneously further develop your own skillset.
There can be lots of process in our customers' IT operations, this process is often associated with key functions such as:
- Desktop, Laptop, Smartphone and Tablet deployment.
- Access control of IT resources such as printers, email, shared folders and anything else that's managed within the domain of IT.
- Speedy resolution of user and full system outage or degradation incidents
- Application of security and software patches to end user devices
- You’re able to work independently, and despite often being the only person from blueAPACHE at a customer site, you know how to make use of any communication tool to leverage and support your colleagues.
Requirements
blueAPACHE customers require the highest quality experience and it's on us to play our part with ensuring their experience is a positive one. As one of the key people our customer sees each day, you will serve a critical role in helping our customers have a great experience no matter how challenging the circumstances may be.
Our customers expect a lot from us, and a lot of what we do is measured with KPIs such as;
- Time to First Response
- Time to Resolution
- Customer Satisfaction
- Appropriate allocation of incident priority
- Appropriate response to a given priority.
- Because you understand that your job exists within this wider context, you realise that in order for us to meet these obligations we have to our customers, we expect you to play your part in that.
Benefits
- You'll be supported by your peers and your Team Leader will be amongst their own group of peers who are dedicated to helping their people be the best they can be.
- We often have social activities during and outside work hours, both at the office and away from it. Even though you'll be on site at a customer, we'll make sure you are able to part of these activities wherever possible.
- The Box Hill location is serviced by a wide range of public transport.
About Us
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 further information please contact Rory on 03 8696 9330