Desktop Support Engineer

Join the TSA Family: Elevate Customer Experiences with Us! 

TSA is proudly Australian-owned and a leader in the Outsourcing Industry. We help some of the country's biggest brands connect with their customers in meaningful ways. With call centres in both Australia and the Philippines, we’re on a mission to revolutionize how people interact with brands, creating experiences that leave a lasting impression. 

We are currently looking for a talented Desktop Engineer to join our team in our Troode Street Office in West Perth. 

The Desktop Support Engineer is part of a highly technical engineering team responsible for providing technical support and maintenance for desktop computing environments within an organisation. 

This role will be a unique blend of hands-on delivery providing technical assistance to end-users by troubleshooting hardware, software, and network related issues. Respond to help desk tickets, identify problems, and implement effective solutions to ensure minimal disruption to user productivity. This includes receiving, prioritising, documenting and actively resolving end user requests. 

There are several technologies that we envision being part of our future, or valuable skills that will make understanding our existing architecture easier. Problem resolution may involve the use of diagnostic and tracking tools as well as a requirement for the individual to give in-person, hands-on help desk advice. 

• Reporting to Desktop Support Team Leader 

• Commencing ASAP 

• 100% In-Office requirement working Monday – Friday 

What will a normal day look like? 

• Provide first line support for all IT related issues and problems 

• Provide technical desktop support to staff including computers, laptops, phones, printers, network patching, Wi-Fi etc 

• Manage priorities for a wide range of tasks and effectively communicate with stakeholders 

• Escalate where appropriate for support (DSE, Network, Systems and Partner System) and consistently update progression in the IT Service Desk where incidents are adequately documented describing the steps, actions, resolution and RCA. 

• Perform root cause analysis for Help Desk requests 

• Provide configuration management and security compliance for the software and hardware 

• Apply diagnostic tools to aid in troubleshooting as and when required 

• Perform post-resolution follow up to ensure user satisfaction and proper problem resolution 

• Learn specific in-house tools or software utilised by TSA 

• Assist users with typical applications such as MS Office and Adobe software 

• Assisting Systems & Network and Partner Systems Admin with IT requests 

• Assist team members with tasks as required and outlined in the project scope 

• Developing and updating standard operating procedures and documentation. 

• Completing service requests or incidents tickets in support of the business. 

• Maintain accurate inventory records for desktop hardware and software assets. 

• Track hardware and software lifecycles, plan for replacements or upgrades, and assist with procurement processes. 

• Always be prepared to design and implement security counter measures, when network vulnerabilities arise. 

What’s in it for you? 

• Ongoing support and development 

• Grow in a supportive team environment 

• Health and wellness benefits 

Qualifications 

Desirable 

• Basic understanding of LAN topology, routers, hubs, switches, firewalls and network protocols and services, including WAN/ MPLS, TCP/ IP, DNS, DHCP, SMTP, SNMP 

• Basic knowledge of Microsoft Windows Server software, Windows Terminal Services, Citrix Presentation Server, Microsoft Exchange/Outlook, Microsoft Active Directory, SharePoint, IIS and/or other industry standard server platform services. 

Qualifications 

• University or industry-recognised qualification in Information Technology 

• The equivalent skills and experience through study or within other organisations 

TSA Group is committed to building a diverse and inclusive workplace. We strongly encourage applications from Indigenous Peoples. We recognize and value the unique skills, perspectives, and experiences Indigenous applicants bring to our organization. 

If you are an Indigenous candidate and would like support with your application, please contact tsatalent@tsagroup.com.au for assistance.