Service Desk Engineer

Starboard IT About Us Starboard IT is a Managed & Professional IT Services Provider founded by IT professionals passionate about achieving the highest quality solutions. We provide expert best‑approach IT consultation through to successful delivery of IT projects, working collaboratively to understand client requirements and deliver solutions from start to finish. Your next Move Are you an engineer who loves being a consultant and working closely with clients? Do you want to join a boutique MSP with great culture, exposure to the latest tech, and make an impact? If this has caught your interest, this role may be for you – read below and apply now The opportunity Starboard IT offers an exciting opportunity for an ambitious Service Desk Engineer who wants a progressive career in IT and wants to be part of a dynamic environment. Our Service Desk Engineer role is customer‑facing and will require you to provide technical support across professional consulting and managed services practices. You will provide L1–L3 IT support as part of the Service Desk team, acting as a point of escalation for clients and the team requiring technical assistance. You will be involved in several projects and process‑improvement opportunities, work collaboratively across all departments, and be responsible for providing MS service‑desk support, user administration, leading, and implementing small projects. Key Role Responsibilities Responding to and resolving incoming IT queries via email, phone or onsite as required for customers and internal staff. Evaluating and taking necessary action (triaging, researching) to resolve incidents, requests, and problems raised by customers. Consulting with customers on the most appropriate solutions to meet their requirements. Ensuring all tickets are progressed and cleared within SLA, escalating to L3 as appropriate. Diagnose and troubleshoot technical issues including account setup and network configuration. Analyse and identify root causes of major or recurring incidents, then propose and implement solutions to prevent them. Review, propose, and implement solutions to remediate the root cause of major issues. Be proactive in troubleshooting and provide strategic solutions to a variety of technical issues. Respond to queries accurately and quickly, with the ability to predict customer needs and requirements. Participate in a rotating on‑call roster to provide 24×7 coverage of critical incidents for our customers. Skills & Requirements Prior Level 1 IT support experience (preferably in a managed‑services environment). Minimum of 3 years experience in the IT industry. Experience with Office 365 and Azure AD technologies, including Exchange, SharePoint, and Teams. Experience with core networking principles and technologies. Familiarity and experience working with on‑premises, cloud, and hybrid server environments. A high skill level of Windows and macOS desktop support. A “do‑whatever‑it‑takes” attitude complemented with a “do it right the first time” approach. Excellent customer‑service, problem‑solving, and communication skills. Located in Perth WA with the ability to attend client sites in Perth. Australian residency, citizenship, or a valid working visa. What we Offer Competitive salary. Training and development (certifications and other areas of interest to grow your skills). Work with open‑minded and forward‑thinking management; bring your ideas Flexible hybrid working environment (work‑from‑home & onsite). Work‑life balance – we understand people have lives outside of work. Close‑knit team environment that enjoys laughter; bring your sense of humour. Fun social events – escape‑room challenges, team games, and banter about cooking, eating, and craft beers. Employment Type: Full‑Time Department / Functional Area: Service Delivery Vacancy: 1 #J-18808-Ljbffr