Level 3
Service Desk Technician

Melbourne or Sydney - Full Time

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About The Role

Emerging IT is looking for a motivated, passionate, and talented Level 3 Service Desk Technician to join our Melbourne or Sydney team.

In this diverse role, you will work with a range of different technology and infrastructure. You will help transform organisations and make a real difference by helping them grow and thrive in their respected industries.

This is an opportunity to join a talented and close-knit team in a hybrid working arrangement.

 

As a Level 3 Service Desk Technician, you get to do the following:
  • Present first-class customer experience
  • Ability to engage with staff at all levels including senior management and board-level executives
  • Focus on meeting SLA and incident resolutions
  • Provide appropriate systems support, including training and pre-emptive identification and resolution of user issues.
  • Provide and co-ordinate IT help desk services, including ticket recording, hardware and software installations, user administration, network (LAN) and PC requests and issue resolution
  • Proactively manage issues to define the root cause and recommend permanent solutions
  • Liaise with external software and hardware vendors
  • Ensure that all information-reporting requirements are managed effectively.
  • Administer and support a range of services and hardware.
  • Expected for on-call support. (Roster based system)
  • In-house and customer commissioning and installations.
  • Work in a team to solve problems and find solutions.
  • Provide project support

 

Apply Now

Skills Required - Key Skills, Knowledge & Qualifications

 

We have minimum standards so that we attract the right people to our business.

Everyone at Emerging IT plays a part to ensure we are a successful business.

We are a champion team, not a team of champions.

Our journey is about creating a state-of-the-art service for both our staff and our clients.

Do demonstrate some the following:

Experience in IT

Up to 5 years’ experience in IT / MSP environment

ITIL v3 Foundation

ITIL v4 Foundation experience / understanding

Excellent written / verbal communication

Excellent written / verbal communication

Enterprise collaboration (Microsoft Teams VC, Office 365)

Enterprise collaboration
(MS 365)

Cloud: O365, Azure, AWS, SharePoint (Demonstrated Experience)

Cloud: M365, Azure, AWS, SharePoint

Time Management Skills

Time Management Skills

PowerShell scripting skills

PowerShell scripting skills

Networking: Cisco / Meraki, Aruba

Networking: Cisco / Meraki, Aruba

Will be advantageous to have the following:

  • Aruba Wireless skillset
  • Aruba Networking Skill Set
  • Azure Active Director
  • Flexible with some shift work
  • Aruba Network experience
  • Sophos Firewall Experience

 

Does This Sound Like You? - Apply Here

Level 3 Service Desk Technician Progression  

We care about our employees, and here are just a few ways we show it.

We help our people on their journey to become whom they're meant to be. We have a number of different disciplines that they can pursue, including Account Management, Cybersecurity, Technical Specialisations, Consulting, Solutions Design and even leadership.

Most people have multiple disciplines so they can provide amazing insight into the problems and needs they face.

 

Meet Sam Holden

 

Sam started his career in our Melbourne office way back in December 2010. Fast track to today and he manages our Technical Specialists team.

"I began my career on the service desk my career accelerated quickly being promoted to Technical Specialist and Project engineer where I began to deliver multi-million-dollar projects. Today I head up our Technical Specialist and Project delivery team."

 

Where will Emerging IT take you?

 
Watch The Video Here - Sam Holden 1

Common Questions We Get Asked In An Interview

  • arrow

    Are there opportunities for professional development?

    We promote life-long learning throughout the organisation. As an MSP we're exposed to a variety of different environments and provide great on the job training, and even offsite training if there is a need. We encourage people to do professional development and provide a monthly quota of training hours that can be used.

    We also make sure that no one is out of pocket for any training expenses.

  • arrow

    Are there opportunities for professional development?

    We promote life-long learning throughout the organisation. As an MSP we're exposed to a variety of different environments and provide great on the job training, and even offsite training if there is a need. We encourage people to do professional development and provide a monthly quota of training hours that can be used.

    We also make sure that no one is out of pocket for any training expenses.

  • arrow

    I want to feel like I'm a part of something, a team. How does Emerging IT bring its people together?

    We serve our people and treat them like family. When we do this our people treat our customers like family.

    A couple of things include ensuring that our people work realistic hours with enough breaks in the day. Yes, this is a real thing for us!

    We have our regular Friday night games session that includes tabletop simulators, first-person shooter, cards and others. Regardless of whether you come to us as a permanent, part-time or contractor, you're still a part of our family.

  • arrow

    I want to feel like I'm a part of something, a team. How does Emerging IT bring its people together?

    We serve our people and treat them like family. When we do this our people treat our customers like family.

    A couple of things include ensuring that our people work realistic hours with enough breaks in the day. Yes, this is a real thing for us!

    We have our regular Friday night games session that includes tabletop simulators, first-person shooter, cards and others. Regardless of whether you come to us as a permanent, part-time or contractor, you're still a part of our family.

  • arrow

    What does Emerging IT do to address job security?

    Our average tenure at Emerging IT is 7 years. We Treat our people with generosity and humility because we know that they will then treat our customers the same way. We're data driven but we also know that compassion and empathy are important when it comes to decisions.

  • arrow

    What does Emerging IT do to address job security?

    Our average tenure at Emerging IT is 7 years. We Treat our people with generosity and humility because we know that they will then treat our customers the same way. We're data driven but we also know that compassion and empathy are important when it comes to decisions.

  • arrow

    How has Emerging IT coped through the COVID-19 pandemic?

    Emerging IT has been around since 2001 with some of our most experienced people making important decisions. We were ready for remote work coming into 2020 so the transition was easy. We have a COVID Safe plan and ensure that the safety of our people are at the centre of every decision we make.

    We use cloud based tools such as Teams, SharePoint and our remote access consoles so we can work from anywhere at any time.

  • arrow

    How has Emerging IT coped through the COVID-19 pandemic?

    Emerging IT has been around since 2001 with some of our most experienced people making important decisions. We were ready for remote work coming into 2020 so the transition was easy. We have a COVID Safe plan and ensure that the safety of our people are at the centre of every decision we make.

    We use cloud based tools such as Teams, SharePoint and our remote access consoles so we can work from anywhere at any time.

 

Lets Start The Conversation. Apply Here

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