The IT Support Engineer will handle IT support requests, manage user accounts, respond to incidents, and troubleshoot technical issues. Focus on delivering high-quality customer service while working with internal teams to improve processes.
Kogan.com is a pioneer of Australian eCommerce. Our vision is to leverage and build technology to deliver personalised, innovating and fast customer experiences and whilst doing so being pragmatic with our solutions, scalable with our architecture, strong with our quality and not being afraid to fail quickly.
As a team, we are empowered to make change, share our opinions and build each others capability. Reporting to the Head of IT and Security, we are seeking a customer focused IT Support Engineer to help us provide innovative Level 1 tech solutions that enable our teams to perform their roles effectively. Help us deliver delightful customer experiences whilst proactively engaging with the business to uncover areas of improvement and automate processes!
Why Kogan.com?
- Our culture is unlike anywhere else and regardless of where you are in your career journey, we empower you to do your best work and have a big impact. Check us out https://devblog.kogan.com/ & https://goodteams.app/teams/kogan.com.
- Work with an incredible team to solve important challenges, helping to drive Australia and New Zealand’s eCommerce future.
- Your role has a lot of ownership, autonomy and little red tape. You’ll be empowered to achieve positive outcomes and your work will have a real impact.
- You’ll be at the forefront of the eCommerce industry and be part of a company that are the Pioneers of eCommerce in Australia.
- Be an Intrepreneur, playing a hands on role in shaping our strategy at our HQ.
- A range of employee benefits such as; complimentary Kogan First Membership, team exclusive discounts, Health & Wellness program, Learning & Development and Lunch & Learns, Hackathons, Team member referral program, Company and team events and celebrations, community engagement (volunteering) and extensive career development opportunities plus loads more!
In this role you will:
- Handle IT support requests in a prompt and efficient manner.
- Respond to team members and Kogan.com’s associated partners and vendors with innovative technical solutions.
- Resolve call and in-person queries via the ticketing system.
- Handle user account and access management.
- Support O365 and Google Workspace incident response and request fulfilment.
- Provide Level 1 security incident response and vulnerability management.
- Support Azure and Active Directory Administration and all networking and WAN/LAN troubleshooting.
- Troubleshoot laptop/Desktop inquiries.
- Configure and deploy Mobile devices.
- Support User login issues, End-User service and peripheral troubleshooting.
- Work with internal stakeholders on Audio Visual presentation setups.
To be successful in this role, you should have:
- At least 1-2 years’ experience working on a service desk (MSP or non-MSP) in Tier 1 / Level 1-2 capacity.
- Experience prioritizing incidents and service requests through a ticketing system and be able to provide onsite technical support as required.
- Ability to deal with busy, high-pressure situations.
- Familiarity with the ITSM ticketing systems, following ITIL4 standards.
- Excellent Communication skills.
- Attention to Detail, strong follow through on outstanding items.
- High level of customer service and ability to comply with Service Management processes.
- Strong knowledge of Windows 10/11, Laptop, Desktop & basic Wi-Fi systems.
- Good understanding of current technologies.
- Ability to work independently.
- Tertiary Qualification in an IT field.
- Microsoft, Google or leading partner certification.
- Remote monitoring and maintenance experience.
- End user device Deployment experience.
- ITSM ticketing experience.
Desired Skills / Certifications:
To find out more about how we work, our tech stack, processes and company culture, visit https://careers.kogan.com and https://devblog.kogan.com
Top Skills
Active Directory
Azure
Google Workspace
O365
Windows 10
Windows 11
Kogan.com Melbourne, Victoria, AUS Office
139 Gladstone Street, Melbourne, Victoria, Australia, 3205
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