About Starboard IT:
Starboard IT is a national Managed & Professional IT Services Provider. We work with our clients to understand their requirements and provide them with expert best approach IT consultation through to successfully deliver their IT projects. We are a collaborative team of driven, talented, technology loving individuals who enjoy the challenge of successfully delivering any task or projects well the from beginning to end.

Purpose of the role:

The Senior Service Desk Engineer provides technical support it is client-facing, focused on delivering high-quality technical resolutions, excellent customer service, and contributing to the continuous improvement of the Service Desk.

This role is responsible for providing MS Service Desk support, offering mentorship to junior team members whilst accepting ticket escalations and complex problems. Capable of leading Professional Services engagements in the form of consultation and technical projects.

The successful person will have a have a forward-thinking approach contributing to continuous improvement and automation.

Key Responsibilities and Duties:

Final escalation point for critical or complex technical issues

Lead root cause analysis and implement preventative measures

Provide technical direction and assist with resource coordination

Manage and maintain high-availability systems and infrastructure

Lead small-to-medium technical projects

Successful closure and resolution of service desk tickets, including complex tickets and L3 tickets/escalations

Responding in a timely manner to MS issues and requests

Providing technical support across the company (in person or remotely)

Testing new technology or systems

Review, propose and implement solutions to remediate the root cause of major issues

Managing and monitoring all installed systems and infrastructure

Managing other resources if they are not capable of solving the issues, provide technical direction to IT support staff

Direct service desk team members through steps to help them resolve technical problems

Analysing, monitor and optimising current system performance

Account management of key MS clients/stakeholders, including providing regular reporting to clients

Document new environments and update existing clients environments

Maintain procedures and reports that provide technical support to the entire organisation.

Skills and requirements:

Expert-level knowledge across Microsoft, cloud, and networking technologies

Experience leading technical projects

Minimum 4–5 years’ IT support experience with proven L3 capability

Understanding of ITIL principles and good documentation skills

Working knowledge of Apple products

Senior industry certifications such as Microsoft, Azure, AWS, Cisco and Fortinet

Strong customer service and communication skills

Ability to prioritise and manage multiple tasks

Analytical problem-solving approach

Team-oriented mindset with a proactive attitude

Continued employment is subject to the successful completion of AFP Police clearance check.

Australian residency, citizenship or a valid working visa

General Compliance

Ensure a safe working environment in accordance with the relevant Work Health and Safety (WHS) legislation.

Work within and actively promote the core vision, corporate strategies, values, policies, procedures and Code of Conduct.

Ensure a thorough understanding of and adherence to any corporate or government compliance requirements. Ensure adherence to Starboard IT Information Security policies, procedures, standards and proactively report.

Continued employment is subject to the successful completion of AFP Police clearance check.