Service Desk Engineer: On‑Site & Remote Support

Atturra; Sydney; Vor Ort; AUD 60.000 - 85.000; Vollzeit

Benefits dieser Stelle

Employee benefits program

Career growth opportunities

Mental health support

Parental leave

Zusammenfassung

Atturra in Sydney St. Leonards is seeking a Service Desk Analyst to provide first‑line IT support to end‑users and clients, troubleshoot incidents, and escalate when needed. You will assist on-site at client locations and offer remote help, delivering timely, high‑quality service.

Focus areas include Windows/macOS, hardware and software issues, ticketing documentation, and collaboration with vendors. The ideal candidate has 5+ years in MSP or helpdesk environments, excellent communication, and

Qualifikationen

• 5+ years of experience in MSP, IT helpdesk, or customer‑facing technical environment.
• Bachelor’s degree in information technology, Computer Science, or related field.
• Vendor certifications (e.g., Microsoft Associate level, ITIL Foundation) are desirable.

Aufgaben

• Respond promptly to service desk requests via phone, email, chat, and ticketing systems.
• Diagnose, troubleshoot, and resolve Level 1/2 incidents related to hardware, software, network, and other technical issues.
• Document all user interactions and outcomes in the ticketing system.
• Escalate complex issues per escalation protocols.
• Collaborate with team members and vendors to resolve issues.
• Contribute to the knowledge base with solutions and procedures.
• Assist with onboarding/offboarding including user account setup and access management.
• Provide on-site support as needed.

Kenntnisse

Hardware troubleshooting

Windows/macOS

RMM tools

VMware/Hyper-V/Citrix

Microsoft 365 & Cloud

Networking & Wi-Fi

Customer service

Communication

Ticketing/documentation

Ausbildung

Bachelor’s degree in IT/CS

Tools

ScreenConnect

Automate

TeamViewer

Jobbeschreibung

Atturra in Sydney St. Leonards is seeking a Service Desk Analyst to provide first‑line IT support to end‑users and clients, troubleshoot incidents, and escalate when needed. You will assist on-site at client locations and offer remote help, delivering timely, high‑quality service.

Focus areas include Windows/macOS, hardware and software issues, ticketing documentation, and collaboration with vendors. The ideal candidate has 5+ years in MSP or helpdesk environments, excellent communication, and