Desktop Support Technician

Jobgether; Deutschland; Vor Ort; EUR 34.000 - 46.000; Vollzeit

Benefits dieser Stelle

Full-time position based in Adelaide

Career development opportunities

Training and certification support

Exposure to enterprise IT and ITSM

Zusammenfassung

Partner Company is seeking a Desktop Support Technician to join a growing remote services team. You will provide remote Level 1/2 desktop support to end users and executives, diagnosing incidents and handling service requests with a focus on customer satisfaction.

You will work in a structured ITSM environment, recording actions in the ticketing system, and collaborating with IT peers to resolve complex issues while meeting SLAs.

Qualifikationen

• Proven Level 1/2 IT support experience in an enterprise or MSP environment.
• Strong Windows OS knowledge and remote troubleshooting abilities.
• Familiarity with ITSM and ticketing platforms; ServiceNow is a plus.
• Excellent written and verbal communication with professional customer focus.
• Ability to manage multiple requests and meet deadlines with SLAs.
• Eligibility to work in Australia and ability to pass background checks.

Aufgaben

• Provide remote Level 1/2 desktop support to end users, including executives.
• Diagnose and resolve incidents and service requests efficiently while upholding CS standards.
• Prioritize tickets and manage work orders per urgency and SLAs.
• Record troubleshooting steps, resolutions, and time logs in the ticketing system.
• Ensure progress within agreed SLAs and deadlines.
• Communicate progress and resolution clearly to users throughout the process.
• Collaborate with colleagues to resolve complex issues and improve support.
• Contribute to a proactive, customer-focused support environment and growth.

Kenntnisse

Windows troubleshooting

ITSM & ticketing

Remote support

Customer service

Documentation

Time management

Communication

Team collaboration

Learning mindset

Calm under pressure

Background checks readiness

Australian work eligibility

Tools

ServiceNow

Jobbeschreibung

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Desktop Support Technician based in Australia.

This is an opportunity to join a growing remote services team supporting major government clients in a fast-paced enterprise Managed Services environment.
You will provide responsive technical assistance to end users, including executive-level users, through remote support and troubleshooting.
The role combines incident resolution, service request management, ticket prioritization, and accurate documentation.
You will play an important part in maintaining high service quality while meeting defined SLAs and operational deadlines.
The position offers exposure to enterprise IT environments, structured service management practices, and modern support technologies.
You will work collaboratively with experienced IT professionals while developing your technical and customer-service capabilities.
For someone who enjoys solving problems and helping users, this role offers a strong platform for long-term growth in IT support.

Accountabilities

• Provide remote Level 1/2 desktop and technical support to end users, including executive-level staff, using remote access and troubleshooting tools.
• Diagnose and resolve IT incidents and service requests efficiently while maintaining a high standard of customer service.
• Prioritize incoming support tickets and manage existing work orders according to business needs, urgency, and service-level requirements.
• Accurately record troubleshooting activities, resolutions, time logs, and other relevant service information within the ticketing system.
• Ensure incidents and requests are progressed within agreed SLAs and task-specific deadlines.
• Communicate clearly and professionally with users throughout the support process, keeping them informed of progress and resolution.
• Collaborate with colleagues and other technical teams to resolve complex issues and ensure an effective support experience.
• Contribute to a positive, proactive, and customer-focused support environment while continuously developing technical knowledge.

Requirements

• Proven experience providing Level 1 or Level 2 IT support, ideally within an enterprise, managed services provider, or similarly structured environment.
• Working knowledge of Windows operating systems, common hardware issues, and remote troubleshooting technologies.
• Familiarity with IT service management and ticketing platforms, with experience using systems such as ServiceNow considered an advantage.
• Strong troubleshooting, analytical, and problem-solving skills with the ability to manage multiple requests effectively.
• Excellent written and verbal communication skills, with a professional and customer-focused approach.
• Strong attention to detail, particularly when documenting incidents, work performed, and resolutions.
• Effective time management and organizational skills, with the ability to prioritize work in a deadline-driven environment.
• A collaborative and proactive mindset, combined with a willingness to learn new technologies and expand technical capabilities.
• Ability to remain calm and productive under pressure while maintaining high service standards.
• Eligibility to work in Australia as an Australian citizen or permanent resident.
• Ability to successfully complete required background checks, including a National Police Check and employment screening.

Benefits

• Full-time position based in Adelaide, South Australia.
• Opportunity to support major government clients and contribute to meaningful enterprise IT projects.
• Career development opportunities within a growing technology services environment.
• Access to training and opportunities to expand technical and service-management skills.
• Exposure to enterprise IT infrastructure, remote support technologies, and structured ITSM practices.
• Supportive and collaborative team environment focused on innovation, customer excellence, and continuous improvement.
• Long-term career opportunities within a growing organization.
• A work environment that values collaboration while providing flexibility to support wellbeing, productivity, and individual working styles.