IT Technical Support

Desktop Technical Services

The Desktop Technical Services position is a key contributor to ISS's global customer support organization. The position is a critical component to delivering high quality services to ISS and joins our IT team providing in-house technical support. The position will be based in Sydney and provide global remote support as available to other ISS offices across US, EMEA and APAC. Primary focus will be Sydney, Melbourne and Canberra. There will also be a focus on Entra/Intune, App packaging, and possibly Windows Server management. Our principles are based on collaboration, best practices, standards, efficiency, and commitment to effective service delivery and responsiveness to the needs of the business. This role incorporates the traits of a highly engaged communicator, technical expert and a problem solver. A successful Technical Services team member is people-orientated and enjoys the challenge of resolving functional/technical questions and/or issues in a timely manner with in-person interactions, on the phone, through chat vehicles, and remote connections. This candidate must be able to quickly and independently analyze each situation presented to them to determine the best approach for meeting the business needs while complying with established guidelines and policies. Likewise, this candidate should possess the necessary skills and business knowledge to know when it is appropriate to take a non-standard approach to resolve the issue. They should be able to think on their feet and be confident handling those issues without having to escalate them to management for handling. Solid technical expertise, willingness to learn and excellent customer care skills are essential for this role.

Key Responsibilities

• Foster an engaging, proactive and collaborative service department that is closely partnered, and clearly communicates, with the business and across IT departments.
• Serve as the "Face of IT" to the customer community, providing a positive experience and reflecting a positive image of IT overall.
• Support multiple office locations internationally – up to 25% travel may be required.
• Build, configure, and troubleshoot MAC, Windows 11 desktop and laptop hardware, load software, and conduct audits for unlicensed software utilizing LogMeIn Central, Entra, Intune, Autopilot, software installation and inventory management.
• Support Office365, SharePoint, Exchange Online, and MDM for mobile phones.
• Accept user calls, manage submitted tickets and work queue, respond to work queues for most of the work day, resolving issues in accordance with Service Level Agreements.
• Clearly and effectively communicate service status consistently with users, other IT teams, and business owners as required.
• Set up and maintain AV equipment in main areas and conference rooms.
• Troubleshoot basic server, network, software, and printing issues.
• Rack and installed network and server hardware.
• Work with vendor support to resolve technical problems with desktop computing equipment and software.
• Maintain and track hardware inventory and standards, working with procurement to purchase new hardware and software.
• Work collaboratively with 1st/2nd/3rd level support team to ensure that customers receive timely service. Serve as a liaison between other support teams and the customer as required.
• Document IT desktop procedures as directed.
• Interacts with office staff, department heads and corporate services to ensure that checks are made for customer satisfaction, and satisfactory closedown/QA of incidents.
• Apply a "business" focus to all assignments and responsibilities, measurement of results, and associated reporting.
• Other duties as assigned.

Desired Experience and Qualification:

• Bachelor's degree or equivalent work experience.
• Minimum 10 years of experience IT technical support.
• 5 years' experience in building, installing, configuring and recovering MAC/Apple products, PCs and laptops, including Dell, Lenovo, and Toshiba.
• Working knowledge of Intune Autopilot and M365/Entra
• 6 years' experience with 1st and 2nd level customer support and interaction, demonstrated excellent written and verbal communication skills, and telephone manners.
• 2-3 years' experience managing Microsoft's M365 Suite, Entra, and Intune
• Willingness to travel.
• Powershell scripting a plus.
• Knowledge of, and ability to support, iOS and Android phones.
• Knowledge of structured Service Desk functions and software (ServiceNow, Jira, Remedy); ITIL certification a plus.
• Ability to provide Total Call Ownership to include handling various customers' personality styles, escalating issues as appropriate and providing the necessary follow up before incidents are closed.
• Proactive and adaptable professional with strong analytical and problem-solving skills, able to stay calm under pressure, prioritize effectively, and provide high-quality service across time zones and dynamic environments.