As an EUC Support Engineer at NEXTDC, you’ll provide L1/L2 technical support to our Technology team, resolving end-user IT issues. You will handle service tickets via phone, email, or in-person, escalate complex issues as needed, and assist with software installations, updates, and configurations. Here, you’ll also monitoring IT systems, identifying issues, maintaining documentation, and ensuring compliance with NEXTDC standards, with strong customer service and technical skills essential for minimising downtime
Within this position, your scope will cover:
- First-level technical support to users via phone, email, or in-person, including after-hours support as required
- Troubleshooting hardware and software issues on desktops, laptops, mobile devices, and other peripherals
- Onsite hands & feet support, where physically co-located to resolve technology hardware and software requests and issues, including for Teams meeting rooms and Audiovisual collaboration and presentation equipment
- Managing and resolving service requests and incidents within agreed service levels
- Documenting solutions and update knowledge base articles to assist with future troubleshooting
- Escalating complex issues to senior IT staff or external service providers as needed
- Setting up and configuring new hardware and software for users
