Desktop EUC L1

Service Global Sdn Bhd; Sydney; On-site; AUD 60,000 - 80,000; Full time

Job summary

Service Global Sdn Bhd in Sydney seeks a hands-on IT Support Technician to provide on-site and desk-side assistance, troubleshoot PC issues, and resolve incidents within SLA in a high-pressure environment.

You will build and update Gold images, support meeting rooms and peripherals, back up and restore data, assist data center devices, tape libraries, and mobile devices, and maintain documented ticket updates in English.

Qualifications

• Experience using a call logging system or helpdesk software.
• Good working knowledge of Windows 7/10 and Office apps.
• MAC experience is a plus.
• Familiarity with modern hardware and troubleshooting PC/laptop components.
• Ability to replace defective parts per client instructions.
• Good English and local language communications.

Responsibilities

• Provide on-site and desk-side support to end users.
• Troubleshoot PC-related problems as directed by client or SPOC.
• Resolve incidents and requests within SLA in a pressurized environment.
• Build, configure, and troubleshoot Gold images on PCs and laptops.
• Ensure tickets are updated daily and accurate.
• Support meeting rooms, video conferencing, printers, scanners, and peripherals.
• Support mobile devices (iPads/iPhones/Android).
• Assist with data backup/restoration during incidents.
• Smart hands support for data centre equipment per SLA.
• Troubleshoot and replace defective components in data centre gear.
• Import/Export tapes to tape libraries as advised by client tech support.

Skills

Customer facing

Pro-active thinking

Relationship building

Independent worker

Organised

Fully vaccinated

Education

CompTIA A+ / Network+

MCITP / MCP / MCSE (desirable)

Tools

SCCM

Windows 7/10

Office suite

Job description

• Provide on-site and desk-side support services to end users.
• Troubleshoot PC-related problems at the direction of CLIENT level 2 or SPOC.
• Complete incidents and requests within SLA in a pressurized environment.
• Build, configure, and troubleshoot Install “Gold” image on customer PC and laptop applications and hardware components.
• Ensure tickets are updated on a daily basis.
• Support meeting room environments and video conferencing.
• Support printers, scanners, and other peripherals.
• Support mobile devices, such as iPads, iPhones, and Android devices.
• End-user data backup and restoration when required in the course of a service incident.
• Smart hands support for data center equipment as per required SLA (in specified locations)
• As directed by CLIENT Tech support will assist in troubleshooting the data center devices
• Replace defective component cards in data center equipment’s as advised by CLIENT Tech Support e.g., Remove a module and replace it, reconnecting patch cables. Daily tape change in support of local Backup Routine in required sites
• Import /Export tapes to the tape libraries as advised by CLIENT tech support.

Key Responsibilities

• Provide on-site and desk-side support services to end users.
• Troubleshoot PC-related problems at the direction of CLIENT level 2 or SPOC.
• Complete incidents and requests within SLA in a pressurized environment.
• Build, configure, and troubleshoot Install “Gold” image on customer PC and laptop applications and hardware components.
• Ensure tickets are updated on a daily basis.
• Support meeting room environments and video conferencing.
• Support printers, scanners, and other peripherals.
• Support mobile devices, such as iPads, iPhones, and Android devices.
• End-user data backup and restoration when required in the course of a service incident.
• Smart hands support for data center equipment as per required SLA (in specified locations)
• As directed by CLIENT Tech support will assist in troubleshooting the data center devices
• Replace defective component cards in data center equipment’s as advised by CLIENT Tech Support e.g., Remove a module and replace it, reconnecting patch cables. Daily tape change in support of local Backup Routine in required sites
• Import /Export tapes to the tape libraries as advised by CLIENT tech support.

Behavioral Skills Required

• The individual must have good customer-facing skills and be well presented.
• Demonstrates independent and pro-active thinking
• Builds effective relationships both within the team and across the business and Professional Services
• Must be able to work to specified standards and required levels of deportment, conduct, and sound ethical workplace practices.
• Must be able to work alone and unsupervised, taking the initiative when necessary.
• Must be organized and prioritize work appropriately.
• Fully vaccinated techs

Technical Skills & Experience Required

• Must have experience of using a call logging system.
• Must have good working knowledge of Windows 7/10 and related Office applications.
• Support experience of MACs would be beneficial
• Knowledge of mobile devices, in particular Androids and iPhones
• Working knowledge of current and legacy hardware platforms. Experience with building, configuring, replacing and troubleshooting PC and laptop hardware components.
• Familiarity with Microsoft SCCM.
• Ability to replace defective parts, as identified by CLIENT.
• Excellent hands-on experience in installation and troubleshooting DC equipment’s, Rack and Stack of the DC equipment/cable
• Excellent communications are mandatory in English and Local language

Desired Educational Requirements

• Completion of CompTIA certifications—e.g.A+, Network+, etc
• Completion (or near completion) of Microsoft certifications—e.g.MCP, MCITP, MCSE etc