Desktop Support Engineer

Essense of Australia is an international bridal wholesaler with key offices based in Lenexa, Kansas and Perth, Australia. Our growing organization also operates in the United Kingdom, Europe, Canada, and New Zealand. We have been a global leader in bridal fashion for over 20 years and our designs are currently sold in over 1,500 stores worldwide. With innovative designs and a strong customer service approach, Essense of Australia is a dynamic and rapidly expanding company that rewards excellence, drive, and collaboration.

The Role:

We are currently seeking a talented Desktop Support Engineer to join our team in Perth. This exciting career opportunity is a full-time, permanent role that will require a broad spectrum of IT skills and experience. The successful candidate will pair their spark, charm and empathy with a responsive and professional demeanour to offer exceptional customer service to staff within the business. The position reports to the Senior IT Manager and is part of the team responsible for providing outstanding technical support to the business.

Our ideal candidate will have hands-on help desk or technical user support experience as well as being a team player with a sense of fun. We are looking for someone with a solution-focused approach and the ability to creatively handle both basic and complex user issues. We want someone with the ability to demonstrate sound judgment, use resources wisely, and know when to ask for advice or escalate matters to more senior team members. Our ideal candidate will understand that their priority is to get their colleague up and running quickly. Most importantly, individuals in this role must have a strong sense of customer orientation, be driven to resolve issues and develop best-practice solutions and have a team-centred approach.

What We Expect:

• With a friendly and professional approach, provide direct end-user technical support across all technology applications. This includes answering support tickets, instant messages, performing “hands on” and remote desktop support of Microsoft Windows desktops/laptops/tablets, printing, iOS and macOS products, Microsoft Office products, audio-visual technology, as well as other business-defined software.
• Assist with proactive regular systems administration, monitoring, and maintenance. This includes working in Microsoft’s Active Directory, Exchange, and Office 365.
• Complete various IT tasks and projects. This includes hardware refresh cycles, service and process improvement projects, conference room support, and event audio-visual setups/support.
• Maintain a flexible, professional manner at all times and work closely and efficiently with fellow team members to provide the best solutions to meet the technology needs of our staff.
• Effectively manage time and resources to ensure that work is completed efficiently.
• Support emerging and evolving technologies (desktops, laptops, smartphones, tablets and other devices).
• Embrace continuous learning by actively participating in training activities as provided.
• Exercise the highest level of confidentiality and ethical standards.

What We Are Looking For:

• An Information Technology related degree/certificate and/or ITIL Foundation v4 certification is preferred. Equivalent work experience will be considered.
• Minimum 3 years of general IT support experience within a Help Desk/Technical Service Desk position.
• Service-minded, ability to prioritize based on urgency, while engaging with all individuals in the organization, including those at the executive level.
• Proactively ensure the management and resolution of customer queriesin a timely and efficient manner
• Creative problem solving and willingness to learn.
• Collaborate internally, working closely with the global technology team to enhance the customer experience
• Attention to both technical and aesthetic detail.
• Effective time management and ability to achieve daily tasks.
• Excellent communication and documentation skills.
• Experience configuring and troubleshooting audio visual technology, including web/video conferencing, large displays, and basic sound design.
• Windows, iOS and macOS administration, including MDM, Active Directory integration, software and hardware troubleshooting, and imaging.

What We Offer:

We look forward to welcoming the successful candidate to our fast-growing global team! In return for your skills, we offer you the opportunity to join an international industry leader and be part of a creative and collaborative culture that empowers its people, promotes teamwork and embraces sustainability. We recognise and reward excellence, innovation, and loyalty. Our goal is to offer an inspirational and modern workplace that allows for talented individuals to thrive. As such, we provide competitive salaries and a comprehensive benefits package, and there is ample opportunity for exceptional team members to grow with us as we continue to expand.

If you have the skills, spark and drive to help us further our growth, please go to https://www.essensedesigns.com/careers/ and follow the prompts to submit a cover letter, resume, and online application. Please note: We believe cover letters are important to help us understand why you are interested in this position and your unique story and qualifications. If you really want to work with us, then please take this into consideration when submitting your materials.