Job Description

The Opportunity

An exciting opportunity for a Level 1.5 Service Desk Engineer to join a supportive team passionate about the delivery of an efficient, professional, and friendly service. The Level 1.5 Service Desk Engineer needs a high degree of technical skill across a broad range of areas in IT infrastructure and a good understanding of ITIL processes who will work in an exciting and rewarding environment.

Key Responsibilities:

• Receiving tickets, alert and emails clarifying requirements
• Triage and attempt resolving simple to complicated cases
• Log all Incidents and Service Requests in the ITSM tool
• Ensure all tickets have accurate details and the correct priority
• Ensure internal and external stakeholders are updated for Priority 1 & 2 tickets
• Escalate and liaise with Major Incident Manager (MIM) as needed
• Escalating issues such as customer complaints to management
• Ensure customer Service Level Agreements (SLA) and customer expectations are met
• Ensure company Key Performance Indicators (KPI) are met

• SLA
• UTILISATION
• CUSTOMER SATISFACTION
• Ensure company Operational Level Agreements (OLA) are met
• Create & update KBAs as needed
• Engage with 3rd party vendors as needed
• Adhere to the SMC procedures and policies
• Ensure that the working areas are neat and clean
• Develop relationships with key customers and instil trust

• Relevant University IT/Computer Science or Bachelors' degree
• Minimum 2 years' experience in Managed Service Provider environment with extensive technology experience
• Excellent customer service skills
• Ability to comply with Service Management processes
• Proficient in Office, Internet and relevant ITSM Tools and methodologies
• Desirable - Industry and ITIL certifications, understanding of managed services
• High level knowledge of Systems & Network technologies

• ACTIVE DIRECTORY
• DNS
• DHCP
• NSLOOKUP
• PING
• TRACERT
• GPO
• FILE SERVER (DFS)
• M365
• VIRTUALISATION
• PRINTING
• ON-PREMISE EXCHANGE
• SMTP
• Technical ability to resolve complex incidents within windows server environments
• High Level knowledge of Backup Technologies

• VEEAM
• SHADOWPROTECT
• BACKUP EXEC
• Ability to work independently with minor supervision
• Ability to work on 12 hours rotational shift
• Technical Certification is a plus (CompTIA A+, Microsoft, etc.)

• We are experts in offshoring partnerships. This means that you will be a trusted member of the ASW family, and get access to our great benefits, plus you also get to work directly with one of clients.
• In our unique English-speaking environment, you can practice and enhance your English with peers and international client teams based in either Australia, UK, US or NZ.
• Get global access to Learning & Development programs.
• Great work-life balance.
• Competitive remuneration.
• Excellent medical benefits.
• Great Paid Leave entitlements.
• Company parties/events, future travel opportunities and other exciting activities.
• Ongoing career opportunities.
• To find out what our people say about working at ASW, visit: