Service Desk Engineer, Melbourne

We are looking for a competent help desk technician to provide fast and useful technical assistance to a diverse client portfolio, answering queries on basic technical issues and offer advice to solve them.

You must have an excellent technical knowledge preferably with a basic understanding of multiple solutions such as Unified Communications, Network, Telephony and Cloud with the ability to communicate effectively to understand the problem, troubleshoot and articulate updates clearly to the business and the client through to resolution. You must be highly customer-oriented.

We sincerely believe that people are our best asset and to fulfill our vision, we need our team to operate with passion, recognising the reality while also striving to be the change we want to see.

Your Responsibilities Will Include

• Serve as the first point of contact for customers seeking assistance over the phone or email
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions from customers to the appropriate internal team
• Identify and suggest possible improvements on procedures

Key Requirements

• Proven experience as a help desk technician or in another equivalent customer support role
• Experience with Active Directory, ServiceNow and Citrix
• Tech savvy with working knowledge of products, databases, and services with a good understanding of multiple systems across Network, Telephony, Unified Communications and Cloud
• Ability to diagnose and resolve basic technical issues
• Proficiency in English
• Excellent communication skills, written and verbal
• Customer-oriented, able to work autonomously and under pressure