Service Desk Engineer (Level 1.5)

This is a remote position.

About the Client:

Insentra started out as four IT professionals in a Sydney garage. Today, they're 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 win-win.

They believe in building and nurturing strong relationships. By transacting only through their partners, they've 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

1-2 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 Work-Certified Company

Premium HMO

Holistic employee experience

Work-from-home and hybrid work setup

Rewards and incentives

Monthly engagement activities

Career advancement opportunities

Paid referral program