IT Helpdesk Service Desk Engineer

, , New Zealand

Help Desk & IT Support (Information & Communication Technology)

Opportunity for flexible working arrangement

Remuneration and employee benefits

Job Description

With this role, you will be physically based in Malaysia, but will be providing support to our company and to our group at large (QANTM IP Limited), by being a member of the QANTM IP Service Desk.

About QANTM IP Service Desk

The QANTM Service Desk team is responsible for providing IT support to QANTM and its key brand companies, which are leaders in intellectual property, trademarks, and patents, with offices in Australia, New Zealand, and Southeast Asia.

You will be joining a large, dynamic, and professional team representing a diverse range of backgrounds, cultures, and experiences. We are a friendly and passionate services desk team and look forward to welcoming you on board.

About the role

Reporting to the Service Desk Manager, the Service Desk Engineer is the face of IT. Within QANTM a high level of experience and knowledge is expected. As, such there are no Level 1 engineers and as a Level 2 you will take on Level 1 responsibilities applying your years of experience and knowledge in customer service and technology to provide solutions to wide range complex issues across multiple environments.

This role delivers technical expertise in all areas of an end-user system and application support.

The primary focus of this role is to act as a point of contact for the service desk taking calls, and working to resolve issues on the first call, you will also be involved in triaging incidents raised via email and in the service desk tool. You will be responsible for the setup of new user devices and conducting handover to new starters entering QANTM.

The Service Desk is operational between 6:00 am and 8:00 pm AEST,

In this role you will take part in a monthly roster, working from home and likely starting at 6:00 am. You will work closely and in collaboration with the other Service Desk Engineer and escalate to the Advanced Service Desk Engineers as required.

Key Duties

Remain available to answer support calls within SLAs

Provide onsite and remote assistance to users.

Participate in a support roster that may require working outside of the normal 9am to 6pm

Provide out of hours support for ad-hoc projects or maintenance related tasks.

Participate in ITIL-based service desk processes, Incident, Service Request, Problem and Change management.

Ensure all incidents are logged with the correct details as per agreed KPIs, and users are kept informed of the status using the service desk tools.

Respond to and resolve incidents and service requests within SLAs

Contribute to knowledge base articles and documentation.

Provision user accounts and access in-line with standard procedures

Ensure asset management processes are followed.

Analyse the service desks data to identify areas of ongoing problems and identify opportunities for improvement projects including high-level scoping

Adhere to corporate policies and procedures.

Required Skills

Customer service; excellent listening, and communication skills (written and verbal).

Experience with Service desk ticketing processes and software

Experience working within a Microsoft environment including Active Directory, Group Policy, Windows 10/11

Experience with Mimecast

Experience managing email services such as Exchange Online and Mimecast

User account provisioning and access management

Advanced Microsoft Office 2016 and Office 365, troubleshooting experience

Advanced application-based troubleshooting experience

Server and networking knowledge, including Azure IaaS

What we’re looking for:

You will have a passion for IT and learning, having built up a wide range of knowledge and experience from working in similar roles and find joy in resolving complex issues or learning something new.

You will have:

Demonstrated experience and track record in providing Level 1 & 2 desktop support within medium to large size organisations

Demonstrated knowledge of ITIL practices for IT Service Management.

Expert working knowledge of Microsoft technical architecture, tools and related products supporting desktop environments

Demonstrated experience remediating desktop security vulnerabilities and user account password compliance

Demonstrated experience in software packaging and scripting

Demonstrated experience in SOE development and implementations using Microsoft Intune

Demonstrated experience providing Desktop support to VIP staff

Expert in the field of End User Computing

Ability to demonstrate a troubleshooting scenario and the steps required to determine root cause

Ability to co-ordinate and work with third party vendors and suppliers

This position requires fluent English skills – both written and spoken

Your application will include the following questions: How many years' experience do you have as a Service Desk Engineer?

Do you have technical support experience?

How would you rate your English language skills?

Consulting Services

We are an intellectual property corporation seeking out dynamic professionals to join our team. We provide a full range of intellectual property services to our clients, with emphasis on personalized attention and customized services. We are looking for motivated employees who will be able to help us to drive the company forward in achieving its missions and objectives.

We are an intellectual property corporation seeking out dynamic professionals to join our team. We provide a full range of intellectual property services to our clients, with emphasis on personalized attention and customized services. We are looking for motivated employees who will be able to help us to drive the company forward in achieving its missions and objectives.

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