Diverse APM staff

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

IT Senior Support Engineer

  • 499897
  • West Perth, WA, Australia
  • Full Time

About APM

For over 25 years, APM has been enabling better lives through a range of services including employment, allied health intervention, community care and workplace health. We help more than 600,000 people each year, in 10 countries across the world. Organisations and Government rely on the work of our assessors and health professionals to help enable better lives and APM is the provider of choice for many of Australia's leading companies.

 

About this Role

The IT Senior Support 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 and other responsibilities as listed below.

 

Responsibilities

  • 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.
  • Keep up to date with rapidly evolving vendor technologies and processes, helping the wider team with adoption.
  • Provide advice or guidance on projects and initiatives that may impact the L1 team or end-users.

 

About you

  • Has a passion for customer service and problem solving.
  • Intuitive and pragmatic, able to quickly resolve or provide effective workarounds for unfamiliar issues.
  • Relevant tertiary qualification and/or work experience (Minimum 3-5 years in complex environment).
  • Expert-level knowledge of the Microsoft enterprise stack (Windows 10, Azure, Microsoft 365, Intune UEM).
  • 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.

Ready to Join?

Click APPLY now and complete your application through our online recruitment platform.  For a confidential discussion, please call Pooja on 0460 339 417

We're committed to Equality, Diversity and Inclusivity We welcome all people to join our team, including people from Aboriginal and Torres Strait Islander communities, living with disability, all gender identities, LGBTQIA+, people of any socioeconomic status, of any age, race, national origin or ethnicity. We believe each person’s uniqueness makes us even better at the work we do.

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