At a Glance
- Tasks: Provide top-notch desktop support and assist users with IT hardware setup.
- Company: Join Datacom, a leading IT services provider in Australia and New Zealand.
- Benefits: Enjoy remote work options, flexible hours, social events, and professional development opportunities.
- Other info: This is an onsite role in Newcastle; Australian citizenship required.
- Why this job: Be part of a dynamic team that values innovation and customer satisfaction in a fun environment.
- Qualifications: Must have strong customer service skills and knowledge of IT equipment.
The predicted salary is between 30000 - 42000 € per year.
Datacom works with organisations and communities across Australia and New Zealand to make a difference in people’s lives and help organisations use the power of tech to innovate and grow.
About the Role (your why)
Working as a Desktop Support Engineer you will be responsible for the provision of all aspects of Desktop Services to a key Datacom customer. Aligned to our customers' business requirements, we provide tailored maintenance services, hardware and software break/fix support, remote support, software deployment and relocation services. This is an onsite role in Newcastle, and to be eligible for this role you must be an Australian Citizen and able to obtain an AGSVA Baseline clearance.
What you’ll do
- Providing excellent technical support in a high-paced environment where customer satisfaction is paramount
- Assisting new users with their IT hardware collection and setup.
- Ensuring new equipment, such as Laptops and Mobile phones, are up to date and deployment ready prior to release to customers
- Recording all customer contacts in the appropriate ITSM tool
- Keeping customers updated with regards to their tickets
- Using tools and processes to deliver services to customers in accordance with SLAs
- Proactively manage and maintain customer infrastructure as directed
- Initiate and drive service and process improvement
- Follow best practice methodologies and adhere to recognised ITIL processes (EG: Change/release)
We are a pretty agile company, and are keen to respond to customer, technology and internal stakeholders’ changing requirements and this can mean we evolve in our roles to meet those needs.
What you’ll bring
- Exceptional customer experience with regard to end user services
- The ability to prioritise work to ensure achievement of all service level agreements
- Sound knowledge of Laptops, Desktop PCs, printers, media and audio-visual equipment and mobility devices
- Excellent verbal and written communication and the ability to articulate technical information to the target audience.
- Professional customer service skills and the ability to work autonomously with excellent time management.
Why join us here at Datacom?
Datacom is one of Australia and New Zealand’s largest suppliers of Information Technology professional services. We have managed to maintain a dynamic, agile, small business feel that is often diluted in larger organisations of our size. It's our people that give Datacom its unique culture and energy that you can feel from the moment you meet with us. We care about our people and provide a range of perks such as social events, chill-out spaces, remote working, flexi-hours and professional development courses to name a few. You’ll have the opportunity to learn, develop your career, connect and bring your true self to work. You will be recognised and valued for your contributions and be able to do your work in a collegial, flat-structured environment. We operate at the forefront of technology to help Australia and New Zealand’s largest enterprise organisations explore possibilities and solve their greatest challenges, so you will never run out of interesting new challenges and opportunities. We want Datacom to be an inclusive and welcoming workplace for everyone and take pride in the steps we have taken and continue to take to make our environment fun and friendly, and our people feel supported.
StudySmarter Expert Advice🤫
We think this is how you could land Desktop Support Engineer - Newcastle in Newcastle upon Tyne
✨Tip Number 1
Familiarise yourself with ITIL processes and best practices, as this role emphasises adherence to these methodologies. Understanding how to manage change and release effectively will set you apart from other candidates.
✨Tip Number 2
Showcase your customer service skills during any interactions, whether in interviews or networking. Highlight specific examples where you've gone above and beyond to ensure customer satisfaction, as this is crucial for the Desktop Support Engineer role.
✨Tip Number 3
Prepare to discuss your technical knowledge of various devices like laptops, desktops, and printers. Being able to articulate your experience with these technologies will demonstrate your readiness for the hands-on aspects of the job.
✨Tip Number 4
Network with current or former employees of Datacom to gain insights into the company culture and expectations. This can provide you with valuable information that you can use to tailor your approach during the application process.
We think you need these skills to ace Desktop Support Engineer - Newcastle in Newcastle upon Tyne
Some tips for your application 🫡
Understand the Role:Read the job description carefully to understand the responsibilities and requirements of the Desktop Support Engineer position. Tailor your application to highlight how your skills and experiences align with what Datacom is looking for.
Highlight Relevant Experience:In your CV and cover letter, emphasise your experience in providing technical support, particularly in high-paced environments. Mention specific examples where you have successfully resolved issues or improved customer satisfaction.
Showcase Communication Skills:Since excellent verbal and written communication is crucial for this role, ensure that your application reflects your ability to articulate technical information clearly. Use concise language and avoid jargon where possible.
Demonstrate Customer Service Focus:Make sure to convey your commitment to exceptional customer service in your application. Provide examples of how you have prioritised customer needs and contributed to a positive user experience in previous roles.
How to prepare for a job interview at Datacom
✨Showcase Your Technical Skills
Be prepared to discuss your knowledge of laptops, desktop PCs, printers, and other IT equipment. Bring examples of how you've successfully resolved technical issues in the past, as this will demonstrate your capability to provide excellent support.
✨Emphasise Customer Service Experience
Since customer satisfaction is paramount for this role, share specific instances where you went above and beyond to assist users. Highlight your ability to communicate technical information clearly to non-technical audiences.
✨Demonstrate Time Management and Prioritisation
Discuss how you manage multiple tasks and prioritise work to meet service level agreements. Providing examples of how you've handled high-pressure situations can illustrate your ability to thrive in a fast-paced environment.
✨Familiarise Yourself with ITIL Processes
Understanding ITIL methodologies is crucial for this role. Brush up on best practices related to change and release management, and be ready to discuss how you have applied these principles in previous positions.
