Service Desk Engineer – Onsite
Canon Australia
full-time
Posted on:
Location Type: Hybrid
Location: Sydney • Australia
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Job Level
Tech Stack
About the role
- Provide 1st and 2nd level technical support to customers, both remotely and onsite (including phone, email and live chat)
- Log all interactions and tickets in ServiceNow with accurate categorisation and clear documentation
- Take full ownership of tickets, ensuring timely updates, proactive communication and resolution in line with CBS procedures
- Diagnose and resolve hardware, software and application issues
- Respond promptly to support tickets and log incidents and service requests in the relevant ITSM tool
- Escalate complex issues to 3rd level support teams or external vendors when appropriate
- Perform administrative tasks including Active Directory, O365/Exchange, application deployment and SOE updates
- Adhere to CBS Service Desk processes, SLAs, escalation pathways and ticket quality standards
- Support continuous improvement by updating documentation, sharing insights and contributing to process enhancements
Requirements
- 1+ year experience in a Service Desk or similar IT support role
- 3+ years’ experience in a customer support environment
- Strong technical aptitude across Microsoft technologies as Windows 10/11, Office 365, Exchange troubleshooting, Azure fundamentals
- Hardware support in CPUs, RAM, motherboards, monitors, peripherals, printer setup and troubleshooting
- Networking fundamentals, mobile device support, basic storage media troubleshooting, Intune endpoint management
- Exposure to ChromeOS support and Google Admin Console (highly desired)
Benefits
- Bonus Leave including Birthday leave, Canon Day leave, Kyosei Day
- Training and development opportunities to help you bring your goals to life
- Wellbeing benefits, including everything from discounted health insurance to flu vaccines to confidential counselling
- Canon products offered at discounted rates
- Education assistance to support the cost of any external training that gives you new skills for your job
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
technical supporthardware troubleshootingsoftware troubleshootingapplication deploymentActive DirectoryO365Exchangenetworking fundamentalsIntune endpoint managementChromeOS support
Soft Skills
communicationproblem-solvingownershipproactive communicationcustomer servicedocumentationcollaborationtime managementattention to detailcontinuous improvement