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.
• Strong 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:
Expert
Ability to
break down complex problems.
Use data and logic to identify root causes and solutions
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:
Expert
Systematic
approach to identifying and resolving issues
Use of monitoring and logging tools.
Create
scripts to simplify and resolve recurring issues
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:
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.

📌 Desktop Standard Workplace Services Grade 2 Engineer (New South Wales)
🏢 XPT Software Australia Pty
📍 New South Wales