Our client a national Not-For-Profit in the education sector have engaged us on retainer to find the newest member of their desktop & end user compute help desk. This permanent role, reporting to the Customer Experience Team Leader, would see you take on a senior role in the team, you would be focussed on long term case loads & projects with less short term break fix work. Aswell as taking on more senior work you would be empowered to coach and mentor the current team which includes a level 1 Tech, SharePoint Tech and an Asset Manager.

If you are currently at the point where you have a strong grasp of level 2 support and want to take on more project work as well as grow into a leadership role in the future, this is seriously worth considering as an opportunity.

As for culture, our client works off of a cloud first mindset, supreme collaboration and looks for down to earth people who can take those around them on a journey and approach their colleagues with empathy and respect. This organisation is embarking on a transformation journey with significant investment into their technology and the technology team, the goal is for it to be a true partner within the organisation instead of a mere break fix.

Tech Stack - Intune, Airwatch/MDM, DasS, MS365, Entra ID, Jira Service Manager, Active Directory, Exchange Online

What will you be doing?

Develop, deploy and maintain standard operating environment configurations including Windows and iOS environments across desktop and mobile devices utilizing industry standard platforms

Work closely with vendors for the development and delivery of DaaS across the group

Implement, audit and report on compliance with organizational security policies by enforcing configurations and device restrictions

Manage device enrolment, provisioning, and lifecycle, ensuring seamless onboarding and offboarding experiences for clients

Configure and manage application deployment through management platforms (RMM tools, MDM platforms, etc.)

Assess and deploy options for Single Sign-On and Multi-Factor authentication in line with industry best practice and protocols

Develop, deploy and maintain access management for client accounts and resources

Evaluate new features, capabilities and products to recommend improvements to the standard operating environment

Provide escalated troubleshooting and issue resolution for technical incidents

Perform root cause analysis on recurring system issues and provide long-term solutions

Utilize diagnostic tools, log analysis, and scripting to automate solutions

Run knowledge-sharing and guidance sessions with team members

Respond to assigned job requests in a timely manner and communicating with or escalate to other team members to optimize client response times

Develop and maintain technical documentation, including standard operating procedures, troubleshooting guides, known problems and system configurations

Understand the impact and urgency of consecutive incidents raised, and effectively manage priorities ensuring our clients expectations are met consistently

Ensure impacted clients communication is maintained for the life assigned requests or incidents

Proactively assess inbound incidents, to quickly identify clusters of incidents to prioritize and confidently invoke major incident or problem management procedures to maintain service levels.

Manage workload, and where necessary proactively work with the IT Customer Experience Team Lead to ensure user expectations are met with relation to external service level agreements, as well as internal organizational level agreements

What will you bring to the role?

Working knowledge of Microsoft applications

Demonstrated experience in some of the following IT related activities, including wide or local area network administration, desktop hardware or software support, IT operations support, security support

Technical knowledge in Microsoft Endpoint Configuration Management software, including Microsoft Intune and Autopilot technologies

Technical knowledge in VMWare AirWatch

Experience with developing, managing and maturing DaaS solutions including device deployment and support, hardware and software configurations and deployment tools

Broad technical administration of Microsoft Windows OS and Microsoft 365 Apps for Enterprise

Aptitude and desire to provide responsive customer service

Demonstrated ability to develop and document ICT processes or user support outcomes

Excellent time and work management skills that ensure workload is managed and deadlines are met according to agreed priorities

Ability to prioritise and complete work independently and as a team member

Ability to manage change and disruptions in workflow and processes

Good working knowledge of hardware diagnostics and troubleshooting

Sound working knowledge of MS Office

Excellent communication skills verbal and written

Ability to identify network issues and pinpoint area of issue especially in regard to user operations

Understanding of tiered security approach and firewalling rules

Ability to work on own initiative as well as part of a wider team where the role is expected to seek guidance from and give support to fellow team members.

Demonstrate a positive, considerate and helpful manner in working with all members of staff or ICT clients

Must have compliance requirements

Satisfactory National Police Check - Can be applied for during the process

Valid Working with Children Check (Employment status) applicable to the state in which you work - Can be applied for during the process

Drivers Licence applicable to the state in which you work

Salary on Offer: Between $80,000 - $100,000 + Super