POSITION SUMMARY:

We are looking for Deskside Support Technicians for immediate need. This is a client-facing role with regular interactions with various client managers. As part of our elite Deskside Support team, you will provide technical support and expertise to our End Users, VIPs, and their administrative assistants. This team operates under a total contact ownership model, handling incidents or requests from intake to fulfillment, with a target response time of <15 minutes and >80% first-contact resolution.

ESSENTIAL SKILLS:

• Expertise in supporting End User Computing hardware and software (Windows and Mac), mobile devices, printers, MS Office, remote access, video conferencing, and VDI.
• Experience with tools like Active Directory, SCCM, JAMF, Nexthink, and similar platforms.
• Strong subject matter expertise in hardware troubleshooting, reimaging, data migration, and break-fix activities.
• Ability to manage workload efficiently and resolve executive-level technical issues promptly.
• Strong organizational, documentation, and analytical skills.
• Excellent communication skills with the ability to explain technical issues clearly to executives.
• Willingness to handle physical tasks like moving IT equipment and carrying device boxes.
• Proficiency in system administration tasks and supporting enterprise technology services.
• Ability to work independently and as part of a team in a fast-paced environment.
• Strong customer service focus and commitment to delivering high-quality technical support.
• Familiarity with ServiceNow or similar ITSM tools.
• Ability to multitask, prioritize tasks, and manage time effectively.
• Understanding of ITIL processes and best practices.

REQUIRED QUALIFICATIONS:

• Bachelor’s degree in computer science, Information Technology, or related field (or 2+ years of additional experience).
• 5+ years’ experience in a Deskside Support role, with at least 3 years in face-to-face support.
• 5+ years supporting both Mac and Windows platforms.
• Tier 2+ level networking skills (VLANs, DHCP, DNS)

PREFERRED QUALIFICATIONS:

• Industry certifications such as A+ and ACMT.
• Desktop Support or Customer Service Certifications.
• ITIL Foundations Certification.
• Hardware repair and OEM certifications.
• Experience with ServiceNow ITSM tools
  Job Types: Full-time, Permanent, Freelance
  Pay: $200.49 – $250.47 per day

Benefits:

• Parental leave

Schedule:

• Day shift
• Monday to Friday
• Weekend availability

Supplementary Pay:

• Overtime pay

Experience:

• Mac OS: 4 years (Required)

Work Authorisation:

• Australia (Required)

• Monitor intake channels (phone calls, texts, emails, Slack, ServiceNow tickets) to respond quickly to user issues.
• Provide face-to-face support to VIPs, resolving technical problems or escalating as needed to restore service efficiently.
• Offer customer service, troubleshoot computer issues, and provide hardware and application support.
• Perform on-site or remote servicing, repair, and installation of computer hardware, software, and networks.
• Provide deskside support to employees for hardware, software, network, and other IT-related issues.
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Respond to email messages, phone calls, and ServiceNow tickets for clients seeking help.
• Provide remote support and resolve tickets within the agreed SLA and with high customer satisfaction.
• Image and deploy new laptops/desktops and install authorized software.
• Document, track, and monitor incidents using ServiceNow or similar systems.
• Support hardware, peripherals, enterprise software, device provisioning, re-imaging, and international travel device support.
• Assist with IMAC (installs, moves, adds, changes) activities and technology upgrades.
• Ensure compliance with security and confidentiality policies.
• Support Audio-Visual conferencing technology and live meeting streaming services.
• Collaborate with cross-functional teams to improve support and user satisfaction.
• Perform password resets and provide user account support.
  · Participate in Depot support, including hardware replacement and configuration.
  · Perform Asset Management, tracking inventory, asset tagging, and ensuring lifecycle compliance.