MS Engineer (L1): CSOC
$62,400–$62,400 year
HybridCanberra, Australian Capital Territory, Australia
Job Summary
Monitor client infrastructure and solutions to identify and resolve technical incidents, focusing on first-line support for standard and low-complexity issues. Dive deep into assigned incidents to pinpoint root causes, providing telephonic, ITSM ticket, or chat support while maintaining zero missed service level agreement conditions. Perform routine maintenance activities including patching and configuration changes, and contribute to disaster recovery functions and tests. Work across multiple technology domains such as Cloud, Security, Networking, Applications, or Collaboration, updating knowledge articles and optimizing workflows as needed.
Required Qualifications
- Entry-level experience with troubleshooting and support in security, network, DATA centre, systems, or storage within a medium to large ICT organization
- Basic knowledge of management agents, redundancy concepts, and ITIL processes
- Highly disciplined in handling of tickets on day-to-day basis
- Act promptly as per defined Sop's
- Good understanding of using ITSM tools
- Skill in planning activities and projects in advance and adapting to changing circumstances
- A client-centric approach, understanding their requirements and ensuring a positive experience throughout their journey
- Ability to communicate and work across different cultures and social groups
- Proficiency in active listening techniques and refraining from interrupting
- A positive outlook at work, even in pressurized environments
- Willingness to work hard and put in longer hours when necessary
- A bachelor's degree or equivalent qualification in IT or Computing (or demonstrated equivalent work experience)
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