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



identifying the bottlenecks and improving network efficiency.
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Configuration and test of software, maintenance of hardware and peripheral devices.
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Evaluation of network performance and identification of improvement methods.
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Scheduling upgrades and maintaining them without interference.
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Offering technical expertise to co-workers and creating a comprehensive instruction manual.
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Maintain stakeholder relationship and handle escalations as a first and single point of contact.
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Own and represent stand up meetings and weekly governance meetings with stakeholders to provide summary of key activities, continuous improvement initiatives at supplier end.
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Prepare weekly, monthly reports using the ITSM tools like Service now and convert analytical findings into outcome driven initiatives.
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Identify opportunities for automation and drive initiatives to reap tangible outcomes for client and supplier organization.
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Monitoring and reporting on key metrics
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Create, update and maintain standard operating procedure and knowledge base documentation for software deployment, imaging and patching in our ITSM tool
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Perform KB assessment on the setting to ensure the Knowledge management maturity is always high.
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Identify PowerShell scripting opportunities to ensure the recurring tasks are addressed and closed without any manual intervention.
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Grade:2
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Enterprise competencies
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Consulting skills: Intermediate
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Deep understanding of Windows Operating systems, SCCM, Intune and Service Now toolset
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Demonstrate excellent communication skills, written & verbal
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Effectively exploring alternatives and positions to reach outcomes that gain the acceptance of all parties
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Proficiency in relevant technologies.
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Problem Solving
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Problem Solving: Expert
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Ability to break down complex problems.
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Use data and logic to identify root causes and solutions
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Quality continuous improvement
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Quality continuous improvement: Intermediate
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Identifying inefficiencies and implementing improvements.
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Identifying potential risks and implementing mitigation strategies
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Identify pattern of issues, anomalies on the health check reports and identify improvement opportunities.
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Technical competencies
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Troubleshooting
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Troubleshooting: Expert
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Systematic approach to identifying and resolving issues
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Use of monitoring and logging tools.
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Create scripts to simplify and resolve recurring issues
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Automation
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Automation: Intermediate
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Ability to create and validate scripts for task automation, log analysis, and system checks.
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Create scripts for the usual check list-based troubleshooting steps done on user machines.
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Support
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Support: Intermediate
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Client focused, great team spirit, autonomous and rigorous
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Able to mentor grade 1A &1B engineers on the incidents handled and impart best practices to their daily life.
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Helping our people to use systems to their full potential
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Possess a good understanding on ITIL concepts and gain understanding of Service operations activities
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Maintain team level accurate records of incidents, resolutions, and procedures.

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