Desktop Support Engineer - Gosford

Datacom; Central Coast Council; On-site; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Social events

Chill-out spaces

Remote working

Flexi-hours

Professional development courses

Health insurance discounts

Job summary

Datacom in Gosford (Australia) seeks a Desktop Support Engineer to provide End User Services, including hardware deployment, remote support and software deployment. You must be an Australian citizen to qualify for this role.

You will handle customer inquiries, set up new devices, and ensure equipment is deployment-ready, while logging interactions in the ITSM tool and meeting SLAs.

Qualifications

• Experience delivering End User Services in a high-paced environment.
• Ability to prioritise work to meet service level agreements (SLAs).
• Knowledge of laptops, desktops, printers, mobility and BYOD hardware.

Responsibilities

• Provide excellent technical support and ensure customer satisfaction.
• Assist new users with IT hardware collection and setup.
• Ensure equipment is deployment ready prior to release to customers.
• Record all customer contacts in the ITSM tool and maintain progress updates.
• Deliver services in accordance with SLAs and proactively manage customer infrastructure.
• Initiate and drive service and process improvements.
• Follow ITIL processes such as Change/Release.

Job description

Job Description

Here at Datacom we connect people and technology in order to solve challenges, create opportunities and discover new possibilities for the communities we live in

About the Role

Due to continued growth within our team, we have multiple roles across the Gosford area. Working as a Desktop Support Engineer you will be responsible for the provision of all aspects of End User Services to Datacom's customers. Aligned to our customers business requirements, we provide tailored maintenance services, hardware and software break/ fix support, remote support, software deployment and relocation services.

Please note that to be eligible for this role, you must be an Australian Citizen.

What you'll do

• Providing excellent technical support in a high-paced environment where customer satisfaction is paramount.
• Assisting new users with their IT hardware collection and setup.
• Ensuring new equipment, such as Laptops and Mobile phones, are up to date and deployment ready prior to release to customers
• Recording all customer contacts in the appropriate ITSM tool
• Keeping commitments to customers with regard to progress updates
• Using tools and processes to deliver services to customers in accordance with SLAs
• Proactively manage and maintain customer infrastructure as directed
• Initiate and drive service and process improvement
• Follow best practice methodologies and adhere to recognised ITIL processes (EG: Change/release)

What you'll bring

• Exceptional customer experience with regard to end user services
• The ability to prioritise work to ensure achievement of all service level agreements
• Sound knowledge of Laptops, Desktop PC's, printers, media and audio-visual equipment, BYOD and mobility
• You will bring excellent verbal and written communication and have the ability to articulate technical information to the target audience. Your professional customer service will be second to none, and you will have the ability to work autonomously with excellent time management.

Culture and Benefits

Datacom is ones of ANZs largest suppliers of Information Technology professional services. As an ANZ company, we have managed to maintain a dynamic, agile, small business feel that is often diluted in larger organisations of our size. It's our people that give Datacom its unique culture and energy that you can feel from the moment you meet with us.

At Datacom you'll be recognised and valued for your contributions. We're growing year on year and can provide stability, career opportunity and a collegial, agile, flat-structured environment that empowers people and promotes autonomy. We care about our people and provide a range of perks such as social events, chill-out spaces, remote working, flexi-hours, professional development courses and health insurance discounts to name a few. We operate at the leading edge of technology to help ANZ's largest enterprise organisations explore possibilities and solve their greatest challenges, so you will never run out of interesting new challenges and opportunities.

• social events
• chill-out spaces
• remote working
• flexi-hours
• professional development courses
• health insurance discounts