IT Field Engineer - Yeppoon

Summary about this job

Detail information about job IT Field Engineer - Yeppoon. Terms and conditions vacancy

Our client is a highly successful ASX Listed Digital Services Provider servicing Clients nationally & within the Pacific region.  They seek a competent Level 2 IT Services Desk Technician to join their Central Qld Team supporting a mid sized organisation.

Professional Responsibilities

Strategy & Planning

• Evaluate documented resolutions and analyse trends for ways to prevent recurring issues.
• Alert management to emerging trends in incidents.
• Take ownership of designated projects and work with external providers to achieve required outcomes.  

Acquisition & Deployment

• Deploy pre-packaged software as needed using automated deployment tools.
• Assist in software releases and rollouts according to change management best practices.  

Operational Management

• Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.
• Act as an escalation point for advanced or difficult help requests.
• Build rapport with service desk customers.
• Escalate incidents with accurate documentation to suitable technician or vendor, when required.
• Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Use remote tools and diagnostic utilities to aid in troubleshooting.
• Research solutions through internal and external knowledgebase as needed.
• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
• Install antivirus software and ensure virus definitions are up to date.
• Perform preventative maintenance tasks as required by the operational schedule.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups as required.
• Work as a member of a team or individually without supervision.
• Maintain client print, AV, security, telephony, network and hardware equipment and arrange external companies for repairs when required.
• Providing users with a professional service by ensuring incidents and requests are regularly updated and realistic resolution times are provided.
• Develop help sheets and FAQ lists for end users.
• Plan and implement routine hardware and software maintenance schedules under the direction of the IT Manager.
• Contribute to technician knowledgebase and training as needed.
• Reinforce SLAs to manage end-user expectations.
• Provide suggestions for continual improvement.  

Position Requirements  

• Formal Education & Certification
• College diploma or university degree in the field of computer science and/or at least 2 years equivalent work experience.  

Knowledge & Experience 

• Knowledge of computer hardware and software.
• Experience with desktop and server operating systems.
• Experience is application support.
• Working knowledge of a range of diagnostic utilities and monitoring tools.
• A working knowledge of ITIL principles and processes.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.
• Strong documentation skills.

The role is based in Yeppoon. The company has over 250 IT professionals and has won national and global awards. There will be opportunities for you to realise your potential and gain skills and experiences which will advance your career.

Only candidates with the right to work in Australia in a full-time capacity with no restrictions will be considered for this role.

For further information in strictest confidence, please forward your CV in Word .doc format  to [email protected] quoting TR2971