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About the Role
We have multiple roles across the wider Sydney area for a Desktop Support Engineer responsible for the provision of all aspects of End User Services to Datacom’s customers, including maintenance, hardware and software break/fix support, remote support, software deployment, and relocation services.
Responsibilities
- Providing excellent technical support in a high-paced environment where customer satisfaction is paramount.
- Assisting new users with their IT hardware collection and setup.
- Ensuring new equipment, such as Laptops and Mobile phones, are up to date and deployment ready prior to release to customers.
- Recording all customer contacts in the appropriate ITSM tool.
- Keeping commitments to customers with regard to progress updates.
- Using tools and processes to deliver services to customers in accordance with SLAs.
- Proactively manage and maintain customer infrastructure as directed.
- Initiate and drive service and process improvement.
- Follow best practice methodologies and adhere to recognised ITIL processes (EG: Change/release).
Requirements
- Must be an Australian Citizen.
- Exceptional customer experience with regard to end user services.
- The ability to prioritise work to ensure achievement of all service level agreements.
- Sound knowledge of Laptops, Desktop PC's, printers, media and audio-visual equipment, BYOD and mobility.
- Excellent verbal and written communication skills.
- Ability to articulate technical information to the target audience.
- Professional customer service skills.
- Ability to work autonomously with excellent time management.
Skills
- End User Services
- IT hardware
- ITSM tool
- SLAs
- ITIL processes
- Change/release management
- Customer service
- Time management
Location
- Sydney area
Work Type
- Remote working
- Flexi-hours
Benefits
- Social events
- Chill-out spaces
- Remote working
- Flexi-hours
- Professional development courses
- Health insurance discounts
About the Company
- Datacom connects people and technology in order to solve challenges, create opportunities and discover new possibilities for the communities we live in.
- Datacom is one of ANZ's largest suppliers of Information Technology professional services.
- We have managed to maintain a dynamic, agile, small business feel that is often diluted in larger organisations of our size.
- It's our people that give Datacom its unique culture and energy.
- We're growing year on year and can provide stability, career opportunity and a collegial, agile, flat-structured environment that empowers people and promotes autonomy.
- We operate at the leading edge of technology to help ANZ’s largest enterprise organisations explore possibilities and solve their greatest challenges.