IT Deskside Support Technician

Summary about this job

Detail information about job IT Deskside Support Technician. Terms and conditions vacancy

We are looking for an enthusiastic and motivated Deskside Technician to provide first and second level issue resolution and troubleshooting for end users, both onsite and remote.
 
Key responsibilties: 

• Provide 1st, and 2nd level issue resolution and troubleshooting for end users, both onsite and remote users.
• Manage incoming Desk side Support Incidents & Service Requests via the ITSM Tool and provide high quality and conscientious support
• Document all troubleshooting and resolution details on the ITSM Tool
• Communicate to users the progress of enquiries and requests from receipt to closure
• Follow Escalation Matrix Protocols on Large User Impact Issues to the appropriate support teams
• Troubleshoot VDI / Client Remote Desktop Performance Issues
• Set-up, deploy and maintain end user hardware and software including:

• • Set-up of New Starters onsite or remote i.e. computer/notebook set up, account set ups, physical rollout.
    
  • First Level Telephony Support, including VM, Pin Resets & Name Changes
    
  • Procurement of necessary hardware and software
    
  • Receive and document hardware details (in/out) in the asset register - ITSM system
    
  • Work with other teams during 'desk moves' and workstation re-shuffles'.
    
  • Troubleshooting printer operations, supplies and maintenance
    
  • Ensure software licensing processes are adhered to
    
  • Disposal of redundant or superseded hardware
    
  • Assist with setup of videoconferences as required
    

• Conduct ongoing maintenance including system and software upgrades for desktops and notebooks
  
• Electrical testing and tagging of IT Equipment as and when required to which training and certification will be provided by MMSG
  

What you will bring to the role:
 

• Minimum 2 years' experience in a similar role
  

• Proven ability in showing initiative, high level of customer service and displays a 'can do' attitude
  

• Excellent telephone manner coupled with sound problem solving and analytical skills
  
• Ability to work efficiently with a sense of urgency in an organised manner and able to prioritise tasks effectively.
  
• Experience in Office 365, Windows 7 & 10 platforms, Terminal Services, SCCM, Active Directory, Network & Datacentre, Email Security Management is desirable
  
• Education, training and certification in Microsoft Server and Domain Technologie(MCP - Microsoft Certified Professional) or MCTS (Microsoft Certified Technology Specialist) and/or relevant short course qualifications are essential.
  
• ITIL Foundation V3 Certified
  
• Flexible to work in shifts between the hours of 7AM - 6PM (Mon-Friday) with some occasional out of hours support if required.
  
• Occasional interstate travel to assist with support as directed
  

To apply please click on the "Apply" button below and complete our online application form.