Run Stronger. Evolve Faster. Perform Smarter with NRI    

Ready to shape what's next?  At NRI, we turn technology into intelligence, delivering solutions that drive measurable business outcomes. Join our team of 3,500+ local experts backed by a global network of 16,000 team members and work on projects that truly make a difference for Australia's leading organisations.   

Our Managed Services team ensures businesses operate at peak efficiency, resilience, and scale. Join us to manage and optimise IT landscapes for leading organisations, delivering seamless, reliable, and measurable outcomes every day.

The Desktop Support Technician supports and maintains organizational computer systems, desktops, laptops, and peripherals. That includes installing, diagnosing, repairing, maintaining, and upgrading any organizational hardware and equipment while ensuring optimal workstation performance.

What You'll Do

• Work as part of a wider team on the client site. 
• Address user tickets regarding hardware, software and networking
• Follow up incidents and requests until resolution is found, or escalate to the next resolver group
• Walk customers through installing applications and computer peripherals
• Ask targeted questions to diagnose problems
• Guide users with simple, step-by-step instructions
• Conduct remote troubleshooting
• Test alternative pathways until you resolve an issue
• Customize desktop applications to meet user needs
• Record technical issues and solutions in logs
• Follow up with clients to ensure their systems are functional
• Report customer feedback and potential product requests
• Onboarding of new staff, including imaging devices
• Off boarding of outgoing including re-imaging devices 

What we're looking for

• Ability to perform remote troubleshooting and provide clear, easy-to-follow instructions to end users.
• Strong verbal and written communication skills, with a proactive approach to engaging and building relationships with both technical and non-technical stakeholders.
• Excellent problem-solving and multitasking skills
• Customer-oriented "can-do" attitude
• Positive 'teamwork makes the dream work' mindset
• Proven work experience as a Desktop Support Engineer
• Hands-on experience with Windows
• Experience in the administration of Windows 11 
• Working knowledge of office automation products and computer peripherals, like printers and scanners
• Knowledge of SCCM packaging and deployment will be highly regarded
• Knowledge of Intune packaging and deployment will be highly regarded
• Knowledge of ServiceNow service management toolset also highly regarded
• Experience with Apple Products such as iPhones, iPads, Mac devices.
• Ability to perform remote troubleshooting and provide clear instructions
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