Desktop Support Engineer

at  NRI Australia

THE SMART, CAREER FOCUSED AND DETERMINED PEOPLE WHO WORK FOR NRI FLOURISH IN A CULTURE THAT EMPOWERS THEM TO ACHIEVE CUSTOMER OUTCOMES AND GIVES THEM A SENSE OF OWNERSHIP FOR THE DEVELOPMENT OF THE COMPANY AS A WHOLE. TOGETHER WE FORM A HIGHLY MOTIVATED, CUSTOMER-FOCUSED WORKFORCE.

We are seeking an experienced Desktop Support Engineer to join us on a 3 - 12 month contract and provide expert level technical support to a key financial services client.

WHAT EXPERIENCE WE REQUIRE

• Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role
• Hands-on experience with Windows 11
• Working knowledge of office automation products and computer peripherals, like printers and scanners
• Knowledge of InTune
• Knowledge of ServiceNow service management toolset also highly regarded
• Ability to perform remote troubleshooting and provide clear instructions
• Excellent problem-solving and multitasking skills
• Customer-oriented “can-do” attitude
• Positive “teamwork makes the dream work” mindset

• 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