End User Support Technician

2021 Kinetic IT • Perth, WA

1d • Onsite

About The Position

We are seeking a proactive and customer-focused End User Support Technician to join the high-performing team. If you’re passionate about delivering exceptional desktop support and enjoy working in a dynamic, collaborative environment, this could be the perfect opportunity for you. As a key point of contact for technical support, you will play a vital role in ensuring a seamless and responsive experience for end users, with a primary focus on desktop environments. This role is ideal for someone who thrives on problem-solving, enjoys sharing knowledge, and is committed to driving positive outcomes. You will also contribute to mentoring junior team members and fostering a culture of continuous improvement. This is an onsite position, supporting multiple locations, working a rotating shift between 6:00 AM – 6:00 PM on weekdays. A valid driver’s licence is required. We are looking for someone with a positive attitude who can work both autonomously and collaboratively, demonstrating resilience and strong customer service skills.

Requirements

• Proven experience in End User Support, Desktop Support, or a similar IT support role
• Strong customer service skills, with the ability to thrive in a fast-paced, high-volume environment
• Valid driver’s licence, with willingness to travel to various sites across Perth
• Solid knowledge and hands-on experience with Microsoft Office 365
• Familiarity with tools such as Active Directory, ServiceNow, and MDM/Intune
• Experience troubleshooting hardware, peripherals, and basic networking issues
• Excellent communication skills with a customer-focused approach
• Positive, proactive attitude with the ability to work independently onsite while collaborating with a wider national team

Responsibilities

• Provide support for desktop-related issues via phone, email, chat and face to face
• Troubleshoot hardware, software, and peripheral issues, escalating where required
• Manage and resolve incidents within defined service level agreements (SLAs)
• Accurately log all interactions and maintain high-quality ticket documentation
• Support and train other Service Desk team members as needed
• Monitor service queues and ensure timely responses to requests
• Assist in maintaining and improving knowledge base articles and support processes
• Promote a positive, solutions-focused team culture
• Participate in a rostered schedule to ensure consistent support coverage

Benefits

• Growth-focused culture – Formal training, mentoring, vendor exam support, communities of practice and regular development reviews.
• Advance your career – Access new roles via our internal ‘Opportunity Marketplace’ careers hub.
• Flex your work – Hybrid options, flexible hours, mobility and part-time roles (customer needs permitting).
• Celebrate together – Social events, cultural celebrations, end-of-year functions and more.
• Wellbeing matters – Health and wellness resources, tailored leave and support options and EAP access.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees