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/n 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./n

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/n Strong Windows troubleshooting and problem-solving skills.

/n • Strong understanding of SCCM / Intune technology and their technology trends. /n Strong experience with Active Directory Services, including Group Policy and other related services.

/n • Provide Incident, change support for Window servers catering to customers in a 24x7 service organization.

/n • Strong experience supporting enterprise scale multi domain windows environments across multi-hosted platform environments.

/n • Use monitoring tools to oversee multiple Windows systems operating within a defined support operations area

/n • Utilize available reports or create custom reports to perform capacity analysis and troubleshoot issues proactively /n Implementation and assessment of Management Suite, resolving technical issues and handling data networks. /n Installation, assessment, and testing of desktop software applications /n Resolution of technical issues. /n Extract and drive values from the end user analytics tools like Aternity, Nexthink /n Supervision of junior desktop support engineers and creation of training guides for new joinees. /n Establishment of workstations, assessment for connectivity and its proper functioning. /n Diagnose and resolution of software and hardware issues. /n Installation of connections, computer networks, and cabling for clients.



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

/n Identify PowerShell scripting opportunities to ensure the recurring tasks are addressed and closed without any manual intervention./n

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/n Grade:2 /n Enterprise competencies /n Consulting skills: Intermediate /n Deep understanding of Windows Operating systems, SCCM, Intune and Service Now toolset /n Demonstrate excellent communication skills, written & verbal /n Effectively exploring alternatives and positions to reach outcomes that gain the acceptance of all parties

/n Proficiency in relevant technologies. /n Problem Solving: Expert /n Ability to break down complex problems.

/n Use data and logic to identify root causes and solutions /n Quality continuous improvement: Intermediate /n Identifying inefficiencies and implementing improvements.

/n Identifying potential risks and implementing mitigation strategies /n Identify pattern of issues, anomalies on the health check reports and identify improvement opportunities. /n Technical competencies /n Troubleshooting: Expert /n Systematic approach to identifying and resolving issues

/n Use of monitoring and logging tools. /n Create scripts to simplify and resolve recurring issues /n Automation: Intermediate /n Ability to create and validate scripts for task automation, log analysis, and system checks. /n Create scripts for the usual check list-based troubleshooting steps done on user machines. /n Support: Intermediate /n Client focused, great team spirit, autonomous and rigorous /n Able to mentor grade 1A &1B engineers on the incidents handled and impart best practices to their daily life. /n Helping our people to use systems to their full potential

/n Possess a good understanding on ITIL concepts and gain understanding of Service operations activities /n Maintain team level accurate records of incidents, resolutions, and procedures. /n

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