ICT Support Engineer

About the role

Viatek is hiring a full-time ICT Support Engineer in Adelaide, South Australia, to support the delivery of service and support to its customers. The engineer diagnoses and resolves complex problems across hardware, software, networks, databases, operating systems and security, acting as an escalation point and maintaining support procedures and strategies. The role is based at the office at 3 Bruce Avenue, Marleston.

Key responsibilities

• Document and maintain support procedures and strategies for client systems, networks, operating systems and applications, and drive continuous process improvement.
• Provide expert remote and on-site support, helping troubleshoot and resolve system problems for clients.
• Maintain ticket accuracy within expected timeframes.
• Recommend hardware and software strategies, upgrades and remediation to improve performance, availability and security.
• Maintain infrastructure across network services, cloud services, servers and server technologies, including Microsoft 365, Exchange, OneDrive and SharePoint, and monitor critical events.
• Prepare technical documentation, user guides, knowledge base articles, reports and maintenance inventories in line with ISO 9001 and ISO 27001 practices.
• Train users and service desk staff and give technical guidance on applications, systems and support procedures.

Required profile

• An associated degree or higher qualification, or at least 5 years of relevant experience.
• Experience in a service desk or MSP environment focused on network services, cloud services, servers and server technologies.
• Strong client focus, enthusiasm, teamwork, communication and relationship-building skills, and strong time management.
• Experience with O365, Exchange, OneDrive and SharePoint is an advantage.

What we offer

• A structured onboarding program with paperwork collection, company induction, role-specific training and ongoing training tailored to your interests.
• Access to a wide range of team members for support.
• Ongoing discussions about your role and career path, plus annual formalised salary reviews.