Support Engineer - Service Desk

Job Description

Byte is an Australian-owned IT services business with its head office in Melbourne. With over thirty years of operation, we specialise in contact centres, cloud and infrastructure, modern workplaces, security, and managed services. Our passion lies not just in the power of technology itself but in what it enables people to achieve. At Byte, we aim to modernise and innovate how people work and collaborate. We empower individuals to do their best work every day! What We Are Looking For Proven Experience in a Level 2-3 Service Desk or IT support role, providing user-centric and efficient technical support. Strong technical skills in Windows Server, Office 365, Active Directory, Exchange Online, and Azure AD. Networking Knowledge includes understanding TCP/IP, DNS, DHCP, VLANs, and firewall basics to diagnose and resolve connectivity issues. Analytical Troubleshooting skills to identify, assess, and escalate incidents when required while ensuring timely resolutions. Customer-Focused Communication – you can translate technical jargon into user-friendly language and maintain high client satisfaction. ITIL Familiarity – solid understanding of incident, problem, and change management best practices. Process Improvement Mindset – you proactively seek ways to improve support processes and reduce recurring incidents. Certifications such as Microsoft certifications (e.g., MS-100, MS-101, AZ-900), CompTIA Network+, or ITIL Foundation are a plus. Role & Responsibilities Provide L2-L3 Support - Work on the frontline as well as serve as an escalation point for complex support issues, troubleshoot and resolve advanced technical problems related to Windows infrastructure, Office 365, user account management, and network connectivity. Ticket Management & Incident Response - Efficiently manage incident queues, prioritise tasks based on impact and urgency, and ensure timely updates and resolutions in line with SLAs and ITIL best practices. User Support - Handle escalated end-user requests, including software installations, network troubleshooting, system configuration, and general application support. Technical Documentation - Maintain detailed documentation of support activities and resolutions in the knowledge base. Develop step-by-step guides and standard operating procedures for common issues to empower the wider support team. Collaboration & Teamwork - Work closely with cross-functional teams (Engineering, Network, Cloud, Security) to ensure integrated and seamless delivery of IT services. Escalate critical issues and coordinate with senior engineers and external vendors when necessary. System & Process Improvements - Identify recurring incidents and propose enhancements to reduce future issues. Proactively recommend changes or upgrades to hardware, software, or processes to increase efficiency. On-Call & After-Hours Support - Participate in a rotation-based on-call schedule for urgent after-hours support requests to maintain service continuity. Benefits @ Byte Flexible Hybrid Arrangement We promote work-life balance with a blend of remote and in-office work. Professional Development & Training We invest in your growth through guaranteed learning opportunities, such as Microsoft Certifications, Genesys, AWS, or other technical learning pathways. Career Growth Grow your career in a supportive and inclusive environment. We encourage internal mobility and career progression. Team Building & Social Activities Enjoy regular team events and social gatherings. Our “Tribal Lunches” are a monthly celebration of diversity, where we come together over delicious food hosted by a different Byte team member each time. Wellbeing & Volunteer Leave We care about our people and the community. Take time off to recharge or support a cause you’re passionate about. Ready to join a high-energy, dynamic finance team? Apply now and be part of something amazing! Seniority level Entry level Employment type Full-time Job function Information Technology IT Services and IT Consulting #J-18808-Ljbffr