Purpose

Level 2 team acts as the core technical team providing SME level support for the Desktop support services with hand-on experience on maintaining delivering a supreme customer experience on their daily IT life. This role will play a key role in ensuring the health index of the end user machines at a stable operating condition and be available to provide support whenever required.

Capabilities

- Strong Windows troubleshooting and problem-solving skills.
- Solid understanding of SCCM / Intune technology and their technology trends.
- Robust experience with Active Directory Services, including Group Policy and other related services.
- Provide Incident, change support for Window servers catering to customers in a 24x7 service organization.
- Strong experience supporting enterprise scale multi domain windows environments across multi-hosted platform environments.
- Use monitoring tools to oversee multiple Windows systems operating within a defined support operations area
- Utilize available reports or create custom reports to perform capacity analysis and troubleshoot issues proactively
- Implementation and assessment of Management Suite, resolving technical issues and handling data networks.
- Installation, assessment, and testing of desktop software applications
- Resolution of technical issues.
- Extract and drive values from the end user analytics tools like Aternity, Nexthink
- Supervision of junior desktop support engineers and creation of training guides for new joinees.
- Establishment of workstations, assessment for connectivity and its proper functioning.
- Diagnose and resolution of software and hardware issues.
- Installation of connections, computer networks, and cabling for clients.
- Troubleshooting system failures,



identifying the bottlenecks and improving network efficiency.
- Configuration and test of software, maintenance of hardware and peripheral devices.
- Evaluation of network performance and identification of improvement methods.
- Scheduling upgrades and maintaining them without interference.
- Offering technical expertise to co-workers and creating a comprehensive instruction manual.
- Maintain stakeholder relationship and handle escalations as a first and single point of contact.
- Own and represent stand up meetings and weekly governance meetings with stakeholders to provide summary of key activities, continuous improvement initiatives at supplier end.
- Prepare weekly, monthly reports using the ITSM tools like Service now and convert analytical findings into outcome driven initiatives.
- Identify opportunities for automation and drive initiatives to reap tangible outcomes for client and supplier organization.
- Monitoring and reporting on key metrics
- Create, update and maintain standard operating procedure and knowledge base documentation for software deployment, imaging and patching in our ITSM tool
- Perform KB assessment on the environment to ensure the Knowledge management maturity is always high.
- Identify PowerShell scripting opportunities to ensure the recurring tasks are addressed and closed without any manual intervention.

Grade:2

Enterprise competencies

Consulting skills:



Intermediate

Deep understanding of Windows Operating systems, SCCM, Intune and Service Now toolset

Demonstrate excellent communication skills, written & verbal

Effectively exploring alternatives and positions to reach outcomes that gain the acceptance of all parties

Proficiency in relevant technologies.

Problem Solving

Problem Solving: Expert

Ability to break down complex problems.

Use data and logic to identify root causes and solutions

Quality continuous improvement

Quality continuous improvement: Intermediate

- Identifying inefficiencies and implementing improvements.
- Identifying potential risks and implementing mitigation strategies
- Identify pattern of issues, anomalies on the health check reports and identify improvement opportunities.

Technical competencies

Troubleshooting

Troubleshooting: Expert

Systematic approach to identifying and resolving issues

Use of monitoring and logging tools.

Create scripts to simplify and resolve recurring issues

Automation

Automation: Intermediate

Ability to create and validate scripts for task automation, log analysis, and system checks.

Create scripts for the usual check list-based troubleshooting steps done on user machines.

Support

Support: Intermediate

Client focused, great team spirit, autonomous and rigorous

Able to mentor grade 1A &1B engineers on the incidents handled and impart best practices to their daily life.

Helping our people to use systems to their full potential

Possess a good understanding on ITIL concepts and gain understanding of Service operations activities

Maintain team level accurate records of incidents, resolutions, and procedures.

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📌 Desktop Standard Workplace Services Grade 2 Engineer (Sydney)
🏢 XPT Software
📍 Sydney