Aeris Networks · Perth WA ·
Desktop Support Engineer at an IT managed services provider in Perth: first-level ticket triage, troubleshooting, and endpoint support for client users on-site and remotely. Day to day involves building and deploying Windows 10/11 devices, Microsoft 365, Teams Rooms and peripherals within SLA targets, using tools like RMM and PSA.
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About Aeris Networks
At Aeris Networks, we empower Australian businesses with cutting-edge technology to enhance their communication and collaboration while maintaining security. Our focus is not just on reducing IT management time but also on increasing efficiency and productivity for our clients. Aeris Networks helps our clients navigate the complexities of technology which allows them to be competitive in their market, using systems that attract and retain the best people.
We understand the demands that today's businesses face and love the challenge of finding solutions that are right for our clients.
We also love the challenge our business is facing right now!
About You
You are a team player first and foremost, who can buy into, and happily live by a strongly held set of values and behaviours.
You are passionate about what technology can do for business, and the evolution of the next-gen mobile workforce excites you.
You are highly professional with exceptional verbal and written communication skills and have the ability to develop outstanding client relationships at all levels of an organisation.
You can demonstrate an ability to learn, be open to new challenges, and be committed to driving your professional development - we want a talented individual who can grow within and beyond this role, both from a technical specialisation and role advancement point of view.
You are instinctive and proactive about wanting to bridge your knowledge gaps to provide first class insights to clients and colleagues alike.
The Role
Reporting to the Technical Services Manager, the Desktop Support Engineer shall be responsible for providing first level ticket triage, ticket troubleshooting and resolution, configuration and deployment of computer hardware/software, video conferencing systems and endpoint management to Aeris Networks client base.
The Desktop Support Engineer is required to exercise client sensitivity, judgement, follow assigned schedules, and action service requests within required Service Level Agreement (SLA) targets and deadlines.
Industry experience in Microsoft Windows 10/11 operating systems, Microsoft 365 cloud services and Microsoft Server technologies is essential. Experience working in an MSP role and industry certifications will help you shine amongst the crowd.
The Responsibilities
Provide industry-leading customer service to our client base.
Provide technical support to the client's user base face-to-face, by phone, email, or via RMM tools.
Apply industry best practices in supporting the deployment and ongoing administration of line of business applications and remote access technologies within our client base.
Assist with the daily management of our client's desktop environment, including building, configuring, and deploying desktop/ laptop computers and peripherals. Mobiles devices, communication equipment (Microsoft Teams Rooms), and associated software.
Work within our documentation systems to ensure that all documentation for our customer base is correct, current, and in the right location.
Account for your time within our time, job, and resource management system (PSA).
Additional tasks as and where directed by appropriately authorised personnel in the organisation.
Have fun!
The skills and experience that will make you shine amongst the crowd!
1+ years' experience in a similar role in the EDU, SMB and Mid-Market verticals.
Comprehensive knowledge of Microsoft Windows 10/11 Operating systems
Comprehensive knowledge of Microsoft Active Directory.
Understanding of and exposure to Voice and Unified Communications platforms – Cisco, 3CX or Microsoft Teams.
Understanding of and exposure to WAN, LAN and WLAN services including Wi-Fi, LAN Switching and WAN Routing and Security.
Understanding of and exposure to Cloud technology such as Microsoft 365, Entra, Intune, Autopilot, and other public cloud vendors.
Understanding of modern threat management technologies, such as EDR/ITDR, least privilege access models and secure remote access.
The foundations you'll need!
A passion for delivering outstanding customer service.
An interest in cyber-security and a willingness to learn in this area.
Excellent time management skills, initiative, and the ability to multi-task and work under pressure.
Strong communication and analytical skills.
Ability to work autonomously and proactively.
The ability to thrive in a fast-paced environment, a genuine desire to be part of a winning team, and the willingness to work hard, learn fast, and grow with us.
Current Australian driver's license
The Challenge
Most companies won't tell you what real challenges lie ahead, they'll sell you a dream which in reality is a nightmare! Not every day is full of sunshine and scent-filled roses, so here is the reality of the opportunity.
We are a lean and mean local team, so you will be working at full utilisation most of the time and need to love a different challenge every day.
We value our people and their skillset, but no one is immune from the mundane tasks, we all pitch in to get the job done.
You are the driver of your professional development, we don't have 'fancy pants' learning and development systems, you make the commitment to Cert Up and Learn! We'll provide the materials, and time to sit the exams to ensure our shared objectives become a reality!
The Benefits
Relaxed yet professional culture with regular team social events.
A Service team that strives to deliver 1st class customer services, quality workmanship and pushes boundaries with innovative solutions.
Sales and Service teams work together to deliver solutions for our customers.
Professional development and gaining industry certifications are encouraged.
Competitive salary package commensurate with experience and qualifications.
Please note only successful applicants will be contacted due to the high volume of applications.
Aeris Networks is an equal-opportunity employer and embraces diversity in the workplace. Applicants must have the right to work permanently in Australia.
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