Digital Workplace Engineer
2 weeks ago
Set foot on a rewarding journey with Interactive, a distinguished Australian end-to-end IT services provider. Be a key player in an exceptional team committed to ensuring 100% IT system availability. Entrusted by customers to safeguard their data, provide crucial device support, and secure systems, our client has proudly earned the title of an Australian Best Place to Work, a testament to its outstanding workforce of over 600 innovative individuals shaping the future of technology. As a 100% Australian-owned and operated company, our client delivers unparalleled expertise, exceptional service, and the highest standards of security and compliance to over 2,000 customers. What sets our client apart is its dedication to innovation and an unwavering pursuit of excellence, making it a unique and thriving organization at the forefront of the IT services landscape.
This Senior Technical Support Engineer role will support Interactive's customers through day-to-day maintenance and support of the Digital Workplace solutions by providing technical assistance to our client's users. The role will support end users with endpoint management and day-to-day support in operational activities and projects.
Employment Type: Full-time
Shift: Day Shift, AU Time
Work setup: Permanent WFH
Perks: Day 1 HMO, Above-market salary, Global exposure
What awaits you in this role?
Create a superior experience for all customers.
- Ensure that every interaction with the customer is a positive experience.
- Regular interaction with customers for advice and discussion via email, phone, or face to face.
- Ensure the customer is always completely informed of outcomes, actions, owners, and timelines.
- Restore all incidents and service requests within target restoration times.
- Take ownership of all identified issues whether in your area.
- Ensure all known risks and issues are raised and tracked.
- Active member of the on-call roster.
- Conduct root cause analysis on all major incidents with focus on reduction of repeat incidents.
Ticket administration & reporting
- Accurately and concisely register incident, service request, and change information into service management system.
- Continually work to improve process and procedures.
- Ensure hygiene is maintained on tickets, configuration management database (CMDB), and accuracy of other customer material.
Continuous Improvement
- Ensure policies and procedures are followed, up to date and maintained.
- Ensure information used to support the customer is timely and accurate.
- Research and identify solutions to software and hardware issues.
- Properly escalate unresolved issues to appropriate internal teams.
- Document technical knowledge in the form of notes and knowledge base articles.
What do you need to succeed?
- Proven work experience as an End User Support Engineer, Technical Support Engineer, or similar role.
- Strong understanding of Microsoft Endpoint Manager (InTune), both deployment and support.
- Experience supporting and configuring M365 suite, Outlook, SharePoint, Teams inc Teams Calling, OneDrive etc.
- Windows/Linux/Mac OS.
- Azure AD, DNS, DHCP.
- Understanding of application packaging concepts.
- Good understanding of Microsoft Azure infrastructure.
- Ability to develop and read Powershell scripts.
- Working knowledge of office automation products and computer peripherals, like printers and scanners.
- Knowledge of network security practices and anti-virus products.
- Ability to perform remote troubleshooting and provide clear instructions to End Users.
- ITIL V3/4.
- Strong understanding of ITSM concepts.
- Experience working in a Managed Services Provider desirable.
Why choose us?
- Day 1 HMO coverage
- Day shift schedule
- Permanent WFH set-up
- Above average compensation package
- Prime office locations
- Standard government and Emapta benefits
- 20 leave credits at your discretion with up to 5 days commutable to cash
- Exposure to world-class and high-level foreign clients and partners
- Employee engagement activities
- Upskilling through Emapta Academy
Who are we?
At Emapta, we pride ourselves on offering more than just a job – we provide a lifestyle. Enjoy the perfect work-life balance with our flexible arrangements, empowering you to excel both personally and professionally. Embrace exciting global opportunities that broaden your horizons and enrich your career journey. We offer a competitive compensation package that acknowledges your talent and dedication.
Embrace flexible work arrangements and seize global opportunities to broaden your horizons. Emapta's competitive compensation package, combined with a vibrant work culture, will undoubtedly make your journey with us an exciting and fulfilling one. Take your career to new heights, gain exposure to diverse industries, and contribute to exciting projects while thriving in an environment that values your dedication and accomplishments.
#EmaptaExperience
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