Company Overview
Starboard IT is a national Managed & Professional Services Provider, with a commitment to excellence and a personalised approach, and we pride ourselves on delivering high-quality services tailored to the unique needs of our clients. We are seeking a highly skilled and experienced Senior Service Desk Engineer to join our dynamic and innovative team.
We prioritise cloud first strategies for our clients (AWS & Azure), but support varied traditional on-premises environments as well..
At Starboard IT you can expect to find a ‘can-do’ attitude across the business, and we pride ourselves on a supportive and inclusive environment that drives successful, robust solutions for our customers and career growth for our employees.
Position Overview
As a Senior Service Desk Engineer, you will play a crucial role in providing advanced technical support and troubleshooting complex issues, while ensuring the highest level of customer satisfaction. This position requires a deep understanding of IT infrastructure, excellent communication skills, and a commitment to delivering exceptional service.
Key Responsibilities
Technical Support
- Provide expert-level support for complex technical issues.
- Troubleshoot and resolve hardware, software, and infrastructure-related problems.
- Collaborate with other team members to ensure timely issue resolution.
- Participate in on-call roster.
Customer Relationship Management
- Build and maintain strong relationships with clients through effective communication and issue resolution.
- Serve as a point of contact for clients, ensuring a positive experience and customer satisfaction.
Incident Management
- Manage and prioritise incidents, and follow established escalation processes, to meet Service Level Agreements (SLAs).
- Document and track issues using a ticketing system, ensuring accurate and thorough information.
Infrastructure Management
- Contribute to the design, implementation, and maintenance of IT infrastructure solutions.
- Provide guidance and expertise in infrastructure-related projects.
Continuous Improvement
- Identify opportunities for process improvement and contribute to the development of best practices.
- Stay current with industry trends and emerging technologies to enhance service offerings.
Qualifications
- 3-5 years of experience with an MSP.
- In-depth knowledge of IT infrastructure, including hardware, software, servers, and networking.
- Strong proficiency in troubleshooting and problem-solving.
- Relevant certifications such as ITIL, CompTIA A+, Microsoft Certified: Azure Solutions Architect Expert, or equivalent.
- Excellent communication and interpersonal skills.
- Proven ability to work collaboratively in a team environment and autonomously.
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Senior Service Desk Engineer in Melbourne employer: Starboard IT Pty Ltd
At Starboard IT, we are dedicated to fostering a vibrant work culture that champions innovation and collaboration. As a Senior Service Desk Engineer, you will benefit from our commitment to employee growth through continuous learning opportunities and a supportive environment that values your contributions. Located in a dynamic sector, we offer a unique chance to work with cutting-edge technologies while ensuring a healthy work-life balance.
