Service Desk Engineer (IT Support)

TL;DR

Service Desk Engineer (IT Support): Providing initial technical support to end-users and clients with an accent on troubleshooting hardware, software, and network issues. Focus on resolving Level 1 incidents, delivering high-quality customer service, and performing on-site desktop engineering tasks.

Location: Canberra (Belconnen), Australia. Must be an Australian Citizen with Active NV1 Security Clearance

Company

hirify.global is a fast-growing ASX-listed advisory and IT solutions company providing Managed Services, Hybrid IT, and Private Cloud services.

What you will do

• Respond to service desk requests via phone, email, and ticketing systems using ServiceNow.
• Diagnose and resolve Level 1 hardware, software, and network incidents.
• Provide face-to-face desktop engineering support at client sites on a regular schedule.
• Document solutions and procedures in the internal knowledge base for recurring issues.
• Manage user onboarding and offboarding, including account setup and access management.
• Collaborate with Level 2/3 teams and support vendors to ensure swift issue resolution.

Requirements

• Australian Citizenship and Active NV1 Security Clearance are mandatory.
• Strong knowledge of network, hardware, and software troubleshooting.
• Experience with ticketing systems (e.g., ServiceNow) and remote support tools.
• Ability to communicate effectively and empathetically with non-technical users.

Nice to have

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Vendor certifications such as Microsoft Certified Fundamentals, CompTIA A+, or ITIL Foundation.
• Familiarity with Wi-Fi solutions.

Culture & Benefits

• Culture of innovation, collaboration, and continuous learning.
• Career growth opportunities through succession planning and mentorship.
• Investment in professional development and study assistance for certifications.
• Comprehensive wellbeing platform and Mental Health support via Employee Assistance Program.
• Paid parental leave and support for family and caring responsibilities.
• Employee referral program with monetary incentives.