Service Desk Engineer Level

This is a remote position.

About the Client:

Insentra started out as four IT professionals in a Sydney garage. Today theyre a global team of industry leaders and experts united by a singular belief in a different way of doing business.

They believe that business works best when it s winwin.

They believe in building and nurturing strong relationships. By transacting only through their partners theyve set up our business so that when you succeed they succeed too.

They believe when our combined efforts are pushing in the same direction we can get somewhere incredible.

Job Summary:

We are looking for an experienced Service Desk Engineer to provide responsive proactive support. A Service Desk Engineer must have good technical knowledge and be able to communicate effectively to understand the problem and escalate where necessary. T

he goal is to create value for clients that will help preserve the organisations reputation and business by being proactive and responsive to incidents requests and monitoring alerts.

There are several tasks and duties that are to be completed on behalf of clients and a focus on outcomes and utmost client care and professionalism is expected.

Responsibilities:

General Responsibilities:

• Adheres to all company policies and procedures
  
• Cultivates relationships with partners clients and suppliers
  
• Provides friendly courteous professional and timely service and support to clients partners and
  
• staff via phone email and remote tools
  
• Delivers client centric service in keeping with the values of Insentra
  

Service Desk Engineer Responsibilities:

• Serve as the first point of contact for clients seeking technical assistance through a web portal interface email and telephone queries
  
• Perform remote troubleshooting through diagnostic techniques and triage questions
  
• Determine the best solution based on the issue and details provided by customers
  
• Direct unresolved issues to the next level of support personnel
  
• Record events and problems and their resolution in ticketing system
  
• Perform proper ticket hygiene and management detailed handovers initial ticket triage and detailed call resolution notes
  
• Pass on any feedback or suggestions by customers to the appropriate internal team
  
• Identify and suggest possible improvements on procedures
  
• Basic remote access solution support: Screen share Citrix and AVD remote desktop and remote control servers Microsoft server administrative tasks
  
• Basic administration of Microsoft cloud services Azure and Microsoft 365
  
• Basic diagnosis of Citrix tickets to pass information to L2/L3 engineers
  
• Perform daily health checks on systems and record output in ticketing system
  
• Follow documented procedures fully and consistently
  

Requirements

• 12 years helpdesk or service Desk experience
  
• ITIL v4 certification not mandatory but highly valued
  
• Basic M365/Entra ID and Intune support
  
• Knowledge of Citrix and AVD
  
• Understanding of secure operations principles e.g. Zero Trust and Least Privileged
  
• Competent written and verbal communication in English
  
• Must have Fiber Optic internet with at least 25 Mbps bandwidth
  
• Must have a backup desktop or laptop with the latest OS
  
• Must be able to work following US/UK shift
  

Benefits

WHAT WE OFFER:

Great Place to WorkCertified Company

Premium HMO

Holistic employee experience

Workfromhome and hybrid work setup

Rewards and incentives

Monthly engagement activities

Career advancement opportunities

Paid referral program