IT Support Engineer

Sydney, New South Wales, Australia | Full-time | COVID-19 remote

Apply

Founded in 2002, Quantium combines the best of human and artificial intelligence to power possibilities for individuals, organisations and society. Our solutions make sense of what has happened and what will, could or should be done to re-shape industries and societies around the needs of the people they serve. 

As one of the world’s fully diversified data science and AI leaders we operate across every sector of the economy and we’re growing fast - with growth comes opportunity! We’re passionate about building out our team of smart, fun, diverse and motivated people. 

We combine a team of experts that spans data scientists, actuaries, statisticians, business analysts, strategy consultants, engineers, technologists, programmers, product developers, and futurists – all dedicated to harnessing the power of data to drive transformational outcomes for our clients. 

We actively foster a culture where our people can stretch themselves to reach their full potential. We also know that work has to work for you, and modern life is fast-paced and balance can be tricky. You want to work where you are respected and valued as an individual, not a number. Quantium embraces a flexible and supportive environment dedicated to powering possibilities for our team members, clients and partners. 

 

Role summary

The IT Support Engineer is responsible for triaging and categorising Service Desk tickets ensuring business impact and urgency are critical factors for determining priority of incidents and service requests. This person will logically and accurately analyse, troubleshoot, diagnose, prioritise, resolve and/or escalate these issues. This person will also provide mentorship and/or support other Service Desk colleagues.

 

Key responsibilities

 

  • Document all incidents and service requests in accordance with policies and procedures with clear details/instructions of any customer-specific requests through specified SLAs.
  • Logically and accurately analyse, troubleshoot, diagnose and prioritise service desk related issues
  • Work closely with different business units to design and deliver improved processes for delivery of service and participating in continuous improvement within IT, checking against knowledge base articles and online policies and procedures
  • Educate and coach key stakeholders across multiple disciplines in the business around the importance of a service desk policies and procedures.

  Key Activity

 

  • Develop a strong client focus in order to maintain and enhance customer satisfaction
  • Effectively gather information related to impact, severity and urgency to accurately determine appropriate SLA for all issues logged within service desk ticketing system
  • Provide quick, responsive and consistent high-quality service and support ensuring that all incidents, service requests and problems are acknowledged, responded to and resolved within SLA timeframes
  • Provide technical support to resolve IT-related incidents and problems. Individually or as a member of a team, the service desk engineer will strive to productively use their training, experience and the available tools to provide accurate incident diagnosis and resolution
  • Provide customers with proactive assistance, and accurate information – keep customers informed of the progress of their incident or service request discussing the urgency and business Impact with customers so that the priority of calls is appropriately logged and managed
  • Follow and maintain procedures from within Quantium and the Service Desk
  • Log, assign and/or resolve all incidents reported to the Service Desk to facilitate the fastest restoration of IT services on behalf of the end user. Logically and accurately analyse, troubleshoot, diagnose and prioritise these issues
  • Document all incidents and service requests in accordance with policies and procedures with clear details/instructions of any customer-specific requests. Assist in developing and maintaining methods and solutions through documentation
  • Retain ownership, monitor, track and manage incidents and service requests through their lifecycle
  • Monitor and progress the escalation of incidents/service requests to relevant support teams or management
  • Identify repeat or related issues raised by customers requiring escalation to the IT Service Desk Supervisor
  • Liaise with suppliers of Quantium’s IT hardware to assist in the resolution of outstanding tickets.
  • Document and share knowledge by writing, adhering to knowledge articles to improve processes for delivery of service and participating in continuous improvement within IT, checking against knowledge base articles and online policies and procedures
  • Prepare documents and record and maintain data associated with the IT Service Desk in accordance with current policies and procedures
  • Monitor adherence to Key Performance Indicators (KPIs) for the position
  • Focus on first contact resolution (FCR), liaising with stakeholders to ensure earliest possible resolution and constantly driving issues to resolution
  • Proactively identify, plan and implement improvement to all end-user computing environment
  • Maintain technical product knowledge on new and existing products. Participate in on-going training and staff development to ensure skill levels are current
  • Mentor and/or support other Service Desk colleagues
  • This role requires a strong customer service focus working in a team environment. The person must demonstrate well-developed interpersonal and communication skills, and ability to establish and use effective customer relationship management techniques within a service team.

 

Experience and education required

  • At least 3 years’ experience providing service desk support – essential
  • Strong L1 and L2 diagnostic skill in end-user computing environment
  • Strong hardware fault diagnostic and management (end-user computing environment)
  • Strong network fault diagnostic and management (end-user computing environment)
  • Tertiary qualifications in computing – desirable
  • Advanced customer service skills
  • Strong attention to detail
  • Strong ticket and queue management skill
  • Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
  • Technical skills
    • Office 365 and Exchange online
    • Windows 10
    • Mac OS X
    • Powershell (ability to run, modify and create simple powershell scripts)
    • Active Directory
    • Group Policy
    • SCCM (deployment and patching)
    • Intune
    • Zoom, Slack and Jabber
    • Apple hardware - desirable
    • Dell hardware - desirable
  • ITIL Foundations certification - desirable
  • Collaborative style and structured communicator (both written and verbal)
  • Stakeholder and project management experience is desirable
  • Problem solving skills

As one of the world’s fully diversified data science and AI leaders we operate across every sector of the economy and we’re growing fast - with growth comes opportunity! We’re passionate about building out our team of smart, fun, diverse and motivated people.

We combine a team of experts that spans data scientists, actuaries, statisticians, business analysts, strategy consultants, engineers, technologists, programmers, product developers, and futurists – all dedicated to harnessing the power of data to drive transformational outcomes for our clients.

We actively foster a culture where our people can stretch themselves to reach their full potential. We also know that work has to work for you, and modern life is fast paced, and balance can be tricky. You want to work where you are respected and valued as an individual, not a number. Quantium embraces a flexible and supportive environment dedicated to powering possibilities for our team members, clients and partners.

Quantium are an equal opportunity employer and value diversity. We are a multicultural team of various beliefs, sexual orientations and gender identities. We celebrate our diversity of race, religion, colour, national origin, gender, sexual orientation, age, marital status and disability status.

Please note, this role is not suitable for Graduates. If you are a graduate and you’d like information about our Graduate Academy please visit https://au.gradconnection.com/employers/quantium/about-us/