Level 2 Service Desk, Onsite Support Engineer

Role Overview

• Onsite and remote Incident resolution and request fulfilment
• Assist remote resolver teams with activities that require physical presence.
• Create knowledgebase articles and process documents.
• Reduce the volume of incidents by identifying and eliminating root cause through pro-active problem management process.
• Attend Operation meetings with customers and bA stakeholders to discuss operational support activities and new projects.
• Assist the projects team with deployment of new infrastructure (desk and server side)
• Act as the key technical representative of bA managed services.
• L2 hardware troubleshooting of desk side equipment and IT Infrastructure.
• Assist with moves, adds, changes of desk side equipment.
• User creation and termination requests.
• Basic how to on usage for supported applications.
• Basic network troubleshooting and fault finding on desk side equipment.
• Facilitation of repair work for onsite desk side equipment.
• Application of desktop patches (security and software).
• Other duties as instructed by bA leadership.

Requirements

• 2+ years of experience working within a Service Desk or Field Services role.
• Basic understanding of IT Infrastructure with some experience including networking technologies such as routers and switches (switching, routing, VLAN, WLAN, WAN, TCP/IP, Radius, VPN).
• 2+ years Active Directory, DNS, DHCP and group policy experience
• 2+ years’ experience working with a ticket management system.
• Experience with Onsite Field Services work essential.
• Excellent communication skills.
• IT degree or Diploma
• A valid Driver's Licence and your own transport

Tech Stack

• DNS
• Switching
• TCP/IP

Benefits

blueAPACHE continues to grow alongside some of Australia’s leading midmarket businesses, our valued clients. We continue to stay abreast of current technologies to maintain our competitive advantage, offering the opportunity to continually expand your technical expertise and provide an uncompressing offering to our clients. We recognise our people are our most significant differentiator.

• We offer options for you to interview virtually.
• blueAPACHE offers an environment to make a real difference, develop careers within a supportive and rewarding environment.
• Regular social events and an awesome culture – work with a team of experts in their field
• Health Insurance discount with Medibank
• Discounts on 1000’s of products
• Employee Assistance Program from The Mind Room
• Ongoing training and development including paid certifications.
• Quality hardware and laptop provided.
• Employee referral programs
• once you are in and you are loving it
• you can refer a friend and get paid for it!