Service Desk Engineer

Virtual IT Group
Wagga Wagga & Riverina
Information & Communication Technology
Help Desk & IT Support
$55,000 - $69,999
Full time
Posted 12d ago

Griffith NSW

Key Accountabilities

Provides predominantly remote technical support to VITG clients under the guidance of the Service Desk Team Lead and as part of a team. The position involves but is not limited to:

  • Provide 2nd/3rd Level Technical helpdesk/service desk support to all users
  • Provide mentoring, leadership and an escalation path to the Service Desk Team, predominantly technical support to clients under the guidance of the Service Desk Team Lead and as part of a team.
  • Customer liaison via email, phone and through our systems
  • Responding to and resolving phone and email tickets in a professional, timely manner with an emphasis on high quality customer service (target of 90% first contact resolution, and 95% positive feedback via survey)
  • Creating and updating our documentation such as work instructions, configurations and customers details
  • Keeping abreast of emerging technologies and completing training and ongoing development of your skills as agreed with the Service Desk Team Lead
  • Adhering to VITG’s processes and procedures
  • Identifying opportunities and contributing to automation of repetitive tasks, making the service desk more efficient and more accurate
  • Contributing to VITG’s ongoing process improvement practices

Essential Requirements

To be eligible for this position applicants must have:

  • 5 years minimum previous experience in a support role within an MSP
  • Proven ability to build strong relationships with clients
  • The ability to work independently, yet part of a team
  • Excellent communication skills, both written and verbal
  • Excellent problem identification skills
  • Technical problem-solving skills & experience
  • Excellent organisational skills
  • The right to work in Australia.

Technical Competencies desired

  • SCCM knowledge desirable
  • Excellent knowledge structuring and maintaining SQL databases
  • Proven applications experience and strong PowerShell scripting knowledge
  • Monitor database performance, implement changes, and apply changes where required
  • Office 365, SharePoint, Lync/SFB
  • Windows 7/10, MacOS X+
  • Windows server 2012 – 2019 experience
  • Webroot
  • Windows RDS
  • ConnectWise Manage, Kaseya VSA and ITGlue experience highly desired

VITG’s Values

Your success in integrating into the VITG team will be based on your commitment to sharing these 'EPIIC' values:

  • Excellence
  • Passion
  • Innovation
  • Integrity
  • Collaboration

Standard Hours of Work

This is a full time position requiring a minimum 38 hour working week

Standard business hours are between 8am and 6pm.

Start and finish times will be scheduled by the Service Desk Team Lead


Negotiable based upon certification & experience.

Probationary Period

A 6-month probationary period applies to this position.



Employer questions

Your application will include the following questions:
  • Do you have technical support experience?
  • Which of the following statements best describes your right to work in Australia?
  • Which of the following statements best describes your Covid-19 vaccination status?
  • How many years' experience do you have as a support engineer?
  • Do you have a current Australian driver's licence?
  • What's the highest level of ITIL qualification you have completed?
  • How many years' experience do you have in the IT industry?

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