DesktopSupportEngineer

Here at Datacom we connect people and technology in order to solve challenges, create opportunities and discover new possibilities for the communities we live in **About the Role** Due to continued growth within our team, we have multiple roles across the wider Newcastle area. Working as a Desktop Support Engineer you will be responsible for the provision of all aspects of End User Services to Datacom’s customers. Aligned to our customers business requirements, we provide tailored maintenance services, hardware and software break/ fix support, remote support, software deployment and relocation services. **Please note that to be eligible for this role, you must be an Australian Citizen.** **What you’ll do** As a Desktop Support Engineer, you will be accountable for, but not limited to: * Providing excellent technical support in a high-paced environment where customer satisfaction is paramount. * Assisting new users with their IT hardware collection and setup. * Ensuring new equipment, such as Laptops and Mobile phones, are up to date and deployment ready prior to release to customers * Recording all customer contacts in the appropriate ITSM tool * Keeping commitments to customers with regard to progress updates * Using tools and processes to deliver services to customers in accordance with SLAs * Proactively manage and maintain customer infrastructure as directed * Initiate and drive service and process improvement * Follow best practice methodologies and adhere to recognised ITIL processes (EG: Change/release) **What you’ll bring** To be successful in this role, you will have demonstrated the following: * Exceptional customer experience with regard to end user services * The ability to prioritise work to ensure achievement of all service level agreements * Sound knowledge of Laptops, Desktop PC's, printers, media and audio-visual equipment, BYOD and mobility * You will bring excellent verbal and written communication and have the ability to articulate technical info