EUE Support Engineer

Company Description

At NEXTDC we are building the heart of Australia & Asia’s high-tech future. We design, build and operate world class, next generation data centres, using cutting edge, environmentally efficient infrastructure to service the specific requirements of local, international hyperscale customers.

We have established a new data centre in PJ, meeting the current and future digital needs of Malaysia by accelerating job skills, direct investment and economic prosperity.

At NEXTDC, we know that our success depends on the talents of our people, and we foster a culture of continued learning and development. Our culture is built on collaboration and innovation, we are passionate about what we do, and we are committed to our mission to be the leading customer-centric data centre services company.

Where Cloud lives and AI thrives

Job Description

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

Qualifications

• 3 years or more experience in an IT support or helpdesk role
• Proven track record of providing effective technical support and customer service
• Bachelor’s degree in Information Technology, Computer Science, or related field
• Certification in ITIL Foundation or equivalent
• Prior experience in a fast-paced, customer-focused environment

Your technical capability:

• Microsoft Purview - Data Loss Prevention (DLP) 
• Microsoft Defender XDR for Office 365, Identity, Endpoint, and Cloud Apps. 
• Microsoft Sentinel - aggregate signals from Entra ID, Defender, and Purview
• Intune
• PatchMyPC
• Entra ID
• Proficiency in troubleshooting and resolving technology hardware and software issues
• Knowledge of Windows and Mac operating systems, Microsoft Office Suite, and common business applications
• Experience with MS Teams rooms and AV environments (e.g. digital signage)
• Experience with service management systems (i.e. ServiceNow) for tracking and managing support requests
• Basic understanding of cybersecurity principles and practices

Additional Information

• Opportunity to be a vital part of NEXTDC and the expanding Data Centre world
• Inclusive, diverse and values-driven working culture
• Great opportunities to progress within our company (grow as we grow)

Our mission is to continue building a diverse and inclusive workforce which represents the communities in which we operate.

Make NEXTDC your next move. 

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