Associate Systems Engineer - Service Desk
Core
Provide Level 2 technical support and incident management for critical Federal Government services and VIP end users.
Role type
Associate Systems Engineer (Level 2 Support)
Builds
IT service delivery and incident resolution for Defence Financial Services applications
Domain
Federal Government / Defence / IT Service Management
Required skills
Level 2 IT support, incident management, Microsoft enterprise environment troubleshooting, ITIL processes, SIAM processes, security permissions management, user account configuration, application installation/removal, process documentation
Preferred skills
ITIL certification, problem-solving, adaptability to changing processes
Technologies
Microsoft enterprise environment, Service Management tools, Defence Financial Services applications
Responsibilities
Manage incidents using Service Management tools, provide technical support including remote application installation, monitor Defence Service Management environment, review and maintain work instructions, act as key point of contact for Service Desk, collaborate with technical teams to resolve complex incidents, ensure accurate documentation per ITIL and SIAM processes
Seniority
Associate, hands-on IC