IT Support - Backfill Engineer

TECEZE; City of Brisbane; On-site; AUD 34,000 - 48,000; Part time

Job summary

A technology services company in Brisbane is offering a part-time position for Field IT Support. The role requires at least 3 to 4 years of experience in IT Service Management, particularly in End User Computing. Responsibilities include managing desktop support services, troubleshooting issues, and maintaining IT asset inventory. The ideal candidate must have excellent communication skills and a customer service focus. This opportunity is suited for individuals passionate about providing high-quality IT support.

Qualifications

• 3 to 4 years of experience in IT Service Management operations.
• High level understanding of Desktop Support technology.
• Experience in troubleshooting printer issues and file restorations.
• Excellent English communication skills, both written and oral.
• Excellent written and verbal English communication skills.
• Ability to manage assets, laptops, and mobile devices lifecycle.

Responsibilities

• Manage IT Service Management operations.
• Handle OS installation and related troubleshooting.
• Ensure workstations are updated with latest patches.
• Coordinate with Facilities teams for device maintenance.
• Manage assets via ITSM, reclaim laptops, track imaging and allocations.
• Use remote tools (RDP, ILO, IDRACK) to resolve issues efficiently.
• Communicate issues and resolutions clearly to stakeholders.

Skills

IT Service Management

End User Computing

Deskside support services

Desktop Support

OS installation

Remote support tools

Customer service

Analytical skills

Communication skills

Tools

SCCM

Ivanti

Intune

RDP

IDRACK

Ilo

Job description

🚀New Opportunity – Field IT Support/ IT Support 🚀

Location: Brisbane

Duration: Part Time

SOW:

• Must have at least 3 to 4 years of experience in managing IT Service Management operations primarily in End User Computing and Deskside support services.
• High Level understanding of the Desktop Support technology areas and understanding across infrastructure components.
• Ability to assemble and re-seat components like RAM, SSD, screens, WLAN cards, keyboards, and motherboards.
• Capable of system recalibration and thorough sanitization of both external shells and internal components, including cooling fans.
• Experience in usage of SCCM/Ivanti/Intune for deployments and installations.
• Experience in OS installation, handling OS related issues and troubleshooting of issues.
• Experience in patches and package installation & troubleshooting.
• Experience in handling Conference room devices (Polycom / CISCO / Star leaf phones, touch pads, Monitors, Cameras, MS Teams based conference room/meeting room/end users allocated devices etc.), Co-ordination with Facilities teams for maintenance & management of Non Network devices such as CCTV Camera, humidity sensors.
• Ensure all the workstations are updated with latest Anti-Virus, patches, Windows patches & feature packs etc.
• Should have good exposure in troubleshooting using remote support tools like RDP, IDRACK, ILO, IP Phones etc.
• Ability to trouble shoot printer issues and file restorations etc.
• Customer service focused; ability to manage key stakeholders in positive, poised and effective manner.
• Proven experience effectively communicating issues/challenges and solutions to the business.
• Strong understanding and demonstrated experience working within the Managed Service Operation.
• Excellent English communication skills, both written and oral and analytical skills.
• Knowledge and experience with ITIL Service Management Lifecycle framework and processes. Analytical and Communication skills.
• Should have experience in managing/maintaining/tracking of Asset Inventory. Follow the Laptop Reclamation Process and escalation guidelines to reclaim the laptops. Coordinate Laptops stock, imaging, allocation and de-allocation where Service Provider Site support resources are staffed. Manage entire laptop lifecycle, including maintaining accurate status in ITSM platform according to regional processes and polices. Management of Mobile devices, handhelds, docking station, monitors, mouse, keyboard and power cords etc.
• Housekeeping activities such as space reclamation, profiles archiving