Helpdesk Engineer (Level 1)

Summary about this job

Detail information about job Helpdesk Engineer (Level 1). Terms and conditions vacancy

Are you passionate, driven and enjoy a challenge? Are you interested in working within a dynamic team with an exciting future? Thomas Duryea Logicalis (TDL) is a division of Logicalis Group, a global IT Solution Integrator. We are one of Australia’s leading professional, managed services and ICT companies. We inspire change, enable growth and deliver secure, agile and dependable IT solutions. Highly recognised and rewarded, we pride ourselves on being ahead of the curve bringing tomorrow’s technology to our clients.

We are seeking an Operations Engineer to join our Managed Services (MS) practice in Melbourne. You will be responsible for providing quality Level 1 technical support across all MS accounts. You will also be responsible for the life cycle of all service tickets/incidents, as well as providing first-level triage and problem resolution within agreed target timeframes.  

Other key responsibilities include (but are not limited to):

• Complete initial categorisation, type and prioritisation of service requests ensuring enough detail within the ticket is provided.
• Escalate all technical service requests to the appropriate resource if cannot be resolved.
• Resolve as many tickets and adhere to TDL’s internal target resolutions.
• Obtain and convey concise problem information to external & internal service personnel, and maintain communications with customers during the problem resolution process.
• Adhere to the Service Desk procedures and policies.
• When required, perform after hours technical support - reacting to phone engagements occurring outside core business hours (AEST 7:00-19:00).
• Work as part of a rotational roster.
• Perform and complete ad hoc operational duties as requested by the Service Manager.

The ideal candidate:

• Will be suitably qualified with Microsoft certifications, including MCITP and MCP.
• Possess excellent communication skills and will have working knowledge/experience in end user and infrastructure support
• Will have a proven track record of working in an IT professional services organisation or internal IT team servicing an organisation’s internal clients

Additionally, the ideal candidate will have a minimum of 1 year experience in providing IT support in a Service Desk environment with a systems integrator. In addition, the ideal candidate will demonstrate experience in:

• Providing strong technical support and system administration
• Objection handling, exhibit lateral thinking, possess outstanding international skills and be self-reliant, independent and willing to work and grow with the team
• User administration (in either 2003, 2008 or 2010 windows environment) and must be able to create AD and exchange accounts, modify group membership and grant access to network resources via AD.
• Desktop support of desktop operating systems and MS applications
• ITIL Foundation Certificate

Previous experience in supporting hardware would be an advantage.

If you are excited about this opportunity and you have liked what you have read thus far, we would love to hear from you. Please submit your application via the apply link. Good luck!