Diverse APM staff

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Help people be their best selves, so they can live their best lives

IT Senior Service Desk Engineer

  • 500019
  • Sydney, NSW, Australia
  • Full Time

APM is a fast-growing International Human Services provider with over 28 years in the industry. The APM IT team consists of over 100 staff in the APAC region and over 200 globally assisting APM group to make a difference in the community by delivering quality outputs to support our frontline staff to enable better lives. We are experiencing an exciting period of growth in the organisation, which would see our current IT team to grow substantially throughout 2022 and beyond.

The Role

The IT Senior Service Desk Engineer's role is to support all employees, contractors and supply chain partners of APM globally either in person or over the phone. This support includes managing escalations and resolving complex technical cases.

In this role you will:

  • Provide Level 2 & 3 IT support in a large and growing corporate environment, managing escalations from L1.
  • Deliver end-to-end ownership of incidents, requests, problems, and changes (ITIL).
  • Monitor and maintain infrastructure underpinning our service delivery, working closely with the L3 Infrastructure team.
  • Work to continually improve organisational systems and processes, driving Knowledge Base maintenance.
  • Identify and resolve repeat issues or widespread problems.

Skills you’ll bring

You have a passion for customer service and an ability to engage with people from all levels and backgrounds. You enjoy problem-solving and can quickly resolve or provide effective workarounds for unfamiliar issues. You also have:

  • Relevant tertiary qualification and/or work experience
  • Expert-level knowledge of the Microsoft enterprise stack (Windows 10, Azure, Microsoft 365, Intune UEM)
  • Demonstrated experience in,
    • PowerShell scripting
    • CISCO Meraki
    • Networking
  • Understanding of ITIL methodology.
  • Exceptional written and verbal communication skills, comfortable liaising with stakeholders at all levels.
  • Strong ability to collaborate, share ideas and identify big-picture solutions.
  • Ability to work both autonomously and as part of a team, with a strong hunger to learn and upskill.

What's in it for you?

  • Experience supporting a multinational infrastructure – AUS, NZ and Singapore
  • Opportunities for professional and career development
  • Employee benefits: Discounted health insurance, wellbeing program, purchased annual leave and a company mobile

About APM Group

We’re a diverse team of over 9,000 people across 11 countries with a shared purpose - to enable better lives. Our purpose is the common thread that lives in everything we do, and it starts with enabling better lives for our employees and their families too.

Our work enables the people we serve to realise their ambitions and aspirations through sustainable employment, independence, better health and wellbeing, and increased social participation.

When you join APM, there’s an opportunity to grow your career in Human Services, across multiple global brands and geographies. You can expect a great work-life balance, extensive learning opportunities, networking programs and employee benefits. But most of all you can expect to make a lasting impact on the lives of others, who rely on our services.  

At APM we are strengthened by diversity. We are committed to providing a work environment in which everyone is included, treated fairly and with respect. We encourage applications from people of all ages, nationalities, abilities and cultures including indigenous peoples, the LGBTQI+ community and people with a disability.

Ready to Join?

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For a confidential discussion, please call Thisuri on 0419 471 730

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