Support Engineer

- Provide first-level support, including logging and handling of ICT incidents and service requests, using the ITSM tool FreshService
- Installing and configuring network and computer hardware, software (Microsoft) and peripheral devices.
- Maintaining records of all hardware in the ITSM tool
- Monitor your ticket queue (requests and incidents) and reprioritise your workload to resolve all tickets within the defined SLAs
- Provide clear and concise notes within FreshService against each ticket, and where necessary, update/develop Knowledge Base articles
- Work closely with the wider Technology team, both locally within Australia and Armenia, to achieve the best possible outcome for the End User
- System Maintenance: Perform regular checks on network, including software updates, patches, and fixes. Also, conduct routine audits of systems and software, and perform backups and redundancy checks
- User Management: Manage user accounts and permissions, including setup, changes, and deactivation, in accordance with company policies and procedures
- Documentation: Keep detailed and up-to-date records of all IT-related assets and their configurations and maintain the IT knowledge base by documenting known issues and solutions
- Follow best practice methodologies and adhere to recognized ITIL processes

- Minimum of 2 years’ experience in a help desk role
- Experience with MS Exchange, Active Directory, Office 365 and Azure.
- Experience in PC Hardware configuration, including maintaining printers and scanners
- Excellent communication skills
- ITIL experience or certification will be highly regarded
- Strong attention to detail and ability to multitask in a fast-paced environment
- Excellent English knowledge