Service Desk / Onsite Engineer

  • Company:
    VISITS
  • Location:
  • Salary:
    negotiable / month
  • Job type:
    Full-Time
  • Posted:
    4 days ago
  • Category:
    Engineering

Are you a star performer on an IT Service Desk?

Do you enjoy delivering great client experiences?

Is IT one of your passions?

Yes? Read on (otherwise, please move on …)

VISITS is a leading national IT Service provider supporting mid-market and growing SMB clients.

Like many others, our Service Desk handles incidents and service requests for a broad range of technologies.

UNLIKE others, our passion and culture is helping clients use technology to enable their success. An ‘incident’ is not something that is broken; it’s a customer that can’t do their job. A ‘new software feature’ is not something extra to support; it’s an opportunity for clients to work smarter or better.

We’re growing and want you to join our team

If you’re still reading, it means you share our passion. So this is what you’ll be doing:

  • Working as part of our Service Desk but also going onsite to client offices as needed.
  • Providing technical support to a wide range of businesses and client staff, with support requests coming via chat, phone, email and our portal.
  • Supporting other members of the Service Desk Team.
  • Helping with changes and projects.
  • Supporting technologies including computers and devices, operating systems (mostly Microsoft) and applications, Office 365, identity management, security products, Teams and Teams Phone etc.

We have a number of roles including some Team Leader roles – so if you’re a Team Leader or want to become one, please also apply!

Should you apply?

We expect good technical skills but we’re also happy to invest in training if you have some gaps.

But what we can’t do is teach you to be passionate about customer service or give you the soft-skills that will make you a success in our company. Therefore, only apply if you have:

  • Outstanding verbal and written communication skills, and confidence dealing with people at all levels of an organisation.
  • A passion for customer service with a high degree of patience and empathy. 
  • An excellent understanding of service desk processes.
  • Great problem solving and lateral thinking skills.
  • Excellent time management skills.
  • Ability to work in a team or on your own.
  • Reliability and dependability, taking ownership of anything that comes your way.

At least 2 years’ experience on a Service Desk is important, and ideally this will be with another MSP.

Other things to know

During COVID-19 and even afterwards, some working from home will be allowed. But you will also need to work from our offices (in St Kilda Road) and from client sites as needed.

Work is mostly during business hours although we do stagger our shifts a little to cover earlier and later shifts and there is an on-call after-hours roster that you will also need to be part of.  We’re a family owned business and we try to be as flexible as possible with staff.

As travel to client sites is required, you need to have a current Victorian Drivers’ Licence.

We have a great team culture and regular social gatherings. Themed fortnightly Friday night virtual drinks is currently the go-to activity and we can’t waitto do something more exciting!

This is a permanent full-time role.

Remuneration will be negotiated based on your experience and qualifications.

Please note that we will only be contacting applicants that have been shortlisted.