About the job TIM Engineer / Desktop Support Engineer

Roles and responsibilities:

- Build and configure laptops as per standard specifications
- Troubleshoot application and OS issues faced by employees of the Respondent
- Take actions as advised by the Manager related to IT policies
- Update Antivirus and Windows patches
- Communicate with employees regarding updates on service requests/allocation of laptops
- Allocate/deallocate assets in CMDB
- Ensure all laptops/desktops are working properly
- Respond to service issues on time
- Respond to user tickets regarding hardware, software installation; manage end-user IT equipment
- Send/ship IT hardware to users
- Set up computers/endpoints and install software for various applications and programs
- Provide technical support across the company (in person or over the phone/remote) regarding any operating system issues
- Keep track of the number of laptops/desktops in the store
- Provide physical support to the core Technical team in the server room
- Serve as the first point of contact for the customer seeking technical assistance
- Direct unresolved issues to respective teams
- Inventory management of all IT assets

Candidate specifications:

- Relevant qualifications preferred; ITIL V3 Foundation,



MCSA certified
- Candidate without certifications but able to demonstrate exceptional knowledge and skills with a proven track record may be considered
- Pre-Requisite: Approximately 3 years of experience working in IT support operations with a multiplatform setting (Windows, Cisco)
- Experience with contact center support will be preferred
- In-depth knowledge of Windows 10, Office 365, etc.
- Knowledge of troubleshooting multiplatform devices like laptops, phones, tablets, softphones
- Hands-on support to the core team in the server room; remote assistance
- Coordinate with the service desk, Tech M team, and client technical team for resolution
- Some experience with asset management
- Standard SOE deployment
- Troubleshooting using remote tools
- Basic knowledge of DNS, DHCP services
- Basic knowledge of Windows Server and Windows client
- Has experience working with ITIL processes: Incident Management
- Process-oriented; highly self-driven with minimal supervision
- Ability to operate well in a team-focused environment
- Good at handling stress and difficult situations

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📌 TIM Engineer / Desktop Support Engineer (Melbourne)
🏢 Pyramid Global Technologies
📍 Melbourne