Desktop Support Technician

SISL Global; City of Melbourne; On-site; AUD 60,000 - 75,000; Full time

Job summary

SISL Global is seeking a Desktop Technician in Melbourne to provide day-to-day local and remote desktop support, handle inbound calls, troubleshoot hardware and software issues, and document steps in the ticketing system. The role requires 2–3 years of Windows experience and basic Mac OS knowledge.

The successful candidate will resolve faults, coordinate with supervisors, and ensure consistent IT support across shifts in the IT Support Center.

Qualifications

• 2–3 years of experience with Windows operating systems.
• Experience in desktop support and fault resolution.
• Experience with XP through Windows 10 and MS Office 2010.
• Basic knowledge of Mac OS for Apple PC support.
• Experience using ticketing systems and documenting steps to resolve issues.
• Ability to communicate issue status and coordinate with supervisors.

Responsibilities

• Provide first/second level contact and problem resolution for customer issues.
• Work with vendors to remediate complex AV issues as needed.
• Provide timely communication on issue status and resolution.
• Maintain ticket updates for all reported incidents.
• Install, upgrade, support and troubleshoot Windows XP/7/8.1/10 and MS Office 2010, Cisco Jabber.
• Support Apple macOS for Mac users.
• Install, upgrade, support and troubleshoot printers, computers, and peripherals.
• Perform preventative maintenance on computers, laptops, printers.
• Perform remedial repairs on desktops, laptops, printers and peripherals.
• Use diagnostic tools to troubleshoot network connectivity and workstation hardware/software.

Skills

Windows OS

Hardware troubleshooting

Ticketing systems

Education

No formal degree required

Tools

Microsoft Office

Cisco Jabber

Job description

Desktop Technician will provide day to day local\\remote desktop support, receive inbound calls, answer questions, troubleshoot and document steps performed to resolve challenges with hardware, software and application issues in a ticketing system. The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Center. Desktop Support Engineer provides Break Fix, fault diagnosis and resolution. Providing fault analysis to customer’s various core operating systems and platforms, as well be able to provide support and apply desktop fault resolution for the approved application suite. Ideal candidate should have 2-3 Years’ experience in Windows

Desktop support.

Position Responsibilities and Functions

• Provide first/second level contact and problem resolution for customer issues.
• Work with vendors to remediate complex AV issues as needed.
• Provide timely communication on issue status and resolution.
• Maintain ticket updates for all reported incidents.
• Install, upgrade, support and troubleshoot XP, Windows 7, Windows 8.1, Windows 10 and Microsoft Office 2010, Cisco Jabber, another authorized desktop application.
• Should have basic knowledge of Mac operating system, to support Apple pc users.
• Install, upgrade, support and troubleshoot for printers, computer hardware.
• Performs general preventative maintenance tasks on computers, laptops, printers.
• Performs remedial repairs on Desktops, laptops, printers and any other authorized peripheral equipment.
• Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software.