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This range is provided by Tektalent. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range A$50,000.00/yr - A$75,000.00/yr
Managing Director @ Tektalent | Founder | Sourcr Recommended Recruiter - Top 10% In Australia | Specialist Technology & Sales Recruitment - 0407769600 Tektalent has partnered with our flagship client who is a leading IT solutions provider that offers industry-leading customer service & technical advice across many verticals. Our client provides a culture that will shock you with how good it is, with clear opportunities for growth within the business, as career progression is paramount to our client, and they will invest in you to ensure your success in this role.
We have been asked to assist with recruiting a Service Desk Engineer to join the team permanently. This is a level 1 role & will focus on technical troubleshooting & customer service.
This is a permanent role & offers the rare opportunity to get your foot in the door of a market-leading IT business that has won awards for being one of the best IT businesses to work for. This role will also be hybrid from home and the office, which heading into 2025 is a luxury not many will be able to retain in the market.
This role will suit someone who has a background in IT and service desk environments and is keen to get rewarded with clear progression plans, and join a business that will invest heavily into your personal and professional development, with the intention of giving you the progression and growth that you deserve.
Position-specific tasks or responsibilities: Provide first point of contact for all incoming support calls and emails Respond to and resolve tickets within agreed Service Levels Agreements (SLA's) Assist clients with support such as password resets, account lockouts, remote access issues, hardware and mobility break fix, configuration issues, IT troubleshooting, software installations, hardware installations and setup Provide application, network, and infrastructure support for clients Collaborate and escalate any level 2/3 issues to the Senior System Administrators/SME Specialists, Team Lead or Service Manager within a twenty-minute timeframe Deliver high quality and timely levels of service to clients by providing excellent customer service Enter all ticket and time entries into the Netier CRM Database (ConnectWise) Maintenance of the CRM Database and ensuring all clients and ticket information is up to date Maintain a rotational position on the after-hours support phone roster Ensuring that quality of service to clients is maintained by providing excellent customer service to a variety of clients Desired Skills and Experience 1 + years experience in IT support OR 1 + years experience in a service desk / help desk environment OR experience in the technology industry in some capacity Basic experience & knowledge within the windows / MS stack (server, M365, exchange, AD, Virtualization, ticketing systems) - Desirable but not essential Resilient and takes ownership of accountabilities. Flexible within agreed policy and frameworks with ability to adapt as the organization evolves. Ability to plan and work to deadlines with excellent attention to detail. Team player with the ability to actively listen, process feedback, reflect, learn and help others learn. Benefits & Reasons to apply Hybrid role - You can work from home, on the road or at a conveniently located office close to the city This business has won awards for their ability to retain staff & help them grow in relation to dedicated progression plans & heavy investment into upskilling and certifications with the largest tech vendors The business has experienced 40% year on year growth Limited restrictions from a technical perspective, you have full reign to troubleshoot many different incidents at different complexity to ensure you are kept challenged This role will progress into a more technical / senior role in the business or in the consulting side of the business Well established business with over 10 years reputation in the market, this role is due to organic growth and is the perfect size to be agile but large enough to feel like you have the support from a big brand Clear progression path in place for this role into a more technical and more senior role within the team Well established HR / Learning & development function to ensure you're kept happy and motivated at work Unique opportunity to get your first role in IT / Tech for a leading IT brand Close knit and friendly team that will welcome you and make you feel at home Opportunities like these do not come up often to get your foot in the door of a well established and highly successful technology business 50 + staff IT services business Direct support and mentorship by the service desk manager Our client is a certified "Great place to work" Not your typical MSP churn & burn culture | very different approach to staff morale & culture building Average tenure of the team is 2 + years Nimble and fast-moving business that is hyper-focused on innovation and growth Very high culture rating across the business Plenty of non-financial incentives around education, health / fitness, self-development Constantly evolving and changing the way they deliver solutions, heavy investment in automation & bleeding edge tech Pain free & efficient interview process - 2 rounds 10 + years of strong reputation in the market Highly focused on innovation & providing IT services / consulting across all the latest tech platforms Culture is a primary focus of the business, they strongly support growth, having a voice, promoting a flat management structure, collaboration, encouragement & support, diverse team working in cross collaboration and supporting the generation of ideas and opinions Business heavily invests in training & support, internal progression If you are a service desk engineer, please apply and we will review your application as soon as possible.
Alternatively, you can email directly for immediate review.
Tektalent looks forward to hearing from you.
Seniority level Entry level Employment type Full-time Job function Information Technology and Customer Service Industries IT Services and IT Consulting #J-18808-Ljbffr