Desktop Support Engineer II

Business Operations & Programs Sydney, New South Wales


The Desktop Support Engineer Level 1 is a key role in the ITS team. As a Desktop Support Engineer you will be expected to provide a high level of technical support to the internal business by working from support tickets and escalations from Service Desk.

As you will be responsible for meeting with internal employees you would be expected to apply creative problem-solving techniques to identify the source of problems; keeping the customer informed; and identify subsequent escalation paths by making use of information passed on by Service Desk and the end users. There will also be moderate telephone usage to assist the team when cover is needed.

Day to day:

  • Provide support and escalation assistance for the Service Desk.
  • Resolve telephone, remote & face to face queries.
  • Update knowledge base and Wiki for known problems.
  • Expand own technical and non-technical knowledge, of equipment and the business environment in which we are deployed.
  • Highly motivated and willing to adapt and change according to the needs presented.
  • Be process driven to insure continual improvement of Desktop processes to fit in with changing business needs.
  • Carry out other responsibilities as determined by the Service Desk Manager.
  • Be able to image & deploy workstations and laptops.
  • Have working experience with anti-virus and encryption tools.
  • Stock and stock room management experience is beneficial.
  • Managing and resolve tickets in Service Now.
  • Be able to travel to remote locations for support and maintenance.
  • Setting up workstations for new starters.
  • Managing computer accounts in Active Directory.
  • Providing support for audio and visual in company meetings.
Bonus Points for:
  • ITIL certification or proven implementation of ITIL practices will be beneficial
  • Experience in a Desktop Support Environment with Windows 7, Windows 8 & Windows 10 operating systems
  • Networking understanding
  • Preferable additional skills are: Smart Phones, Video conferencing

About Rackspace
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