Desktop Support Engineer

Responsibilities

• Provide remote IT support to Australian clients, providing and taking ownership of Level technical issues requiring troubleshooting, ensuring high-quality resolution and excellent customer service.
• Ticket Management and Resolution.
• Handle Level 1 Tickets.
• Troubleshoot and resolve Level 1 issues, including Windows and macOS OS-level problems and application-related incidents.
• Perform root cause analysis for recurring issues and document resolutions in the knowledge base.
  

Systems And Applications Support

• Microsoft 365 administration (user management, mailbox troubleshooting, licensing, Teams, SharePoint, and OneDrive issues).
• Endpoint management and troubleshooting for Windows 10/11 and macOS.
• Printer, scanner, and peripheral setup/troubleshooting.
  

Network And Security Support (Basic)

• Basic firewall and switch alert reviews (with escalation where required).
• Security policy application (MFA, conditional access, AV alerts, patch compliance).
  

Server Support (Basic)

• Monitoring and responding to server alerts.
• Basic Windows Server user and group administration.
• Checking and reporting on backup status.
• Restarting services or servers as per SOPs.
• Escalating complex server issues to Level 2 and 3 Senior Engineers.
  

Customer Interaction

• Directly liaise with end-users via phone, email, Teams, or ticket updates.
• Provide clear, non-technical explanations when required.
• Follow SLA timelines for ticket responses and resolutions.
  

Documentation And Process Adherence

• Accurately document troubleshooting steps, resolutions, and any changes made.
• Follow change management processes where applicable.
• Contribute to and maintain internal and client-facing documentation.
  

Requirements

• Minimum 5 years in a Service Desk or Technical Support role (including Level 2 exposure).
• Strong experience with Microsoft 365 administration.
• Proficiency in Windows 10/11 troubleshooting; macOS knowledge desirable.
  

Basic Windows Server Administration Skills

• Basic networking knowledge (DHCP, DNS, VLANs, firewall concepts).
• Familiarity with RMM tools and ticketing systems (Autotask preferred).
• Strong written and verbal English communication skills.
• Ability to work autonomously while following defined processes.