Who We Are

We are collaborative in our common purpose to improve people’s lives through expert healthcare, social care, and life sciences. Everything we do is powered by people. From the expertise of our people to our long-standing client relationships, we’re proud to be a company that’s committed to the human side of business.

When you join Acacium Group, you will work in a caring culture that prioritizes your well-being, is passionate, ambitious and delivers with integrity. Constant and reliable, we care about every colleague having a fulfilling and positive experience as part of our team. From personal development to career pathways and opportunities, competitive benefits, and being part of a global business, we help every person be the best version of themselves.

Role Purpose:

This role sits within the Global Service Delivery which in turn is part of Global Technology Operations (GTO) within the wider Technology & Delivery (T&D) central function

The Service Desk/Modern Workplace Engineer will provide day-to-day IT support as well as being the onsite engineer for Modern Workplace (previously known as Desktop and Mobility).

This person will be the GTO representative liaising with stakeholders on projects and change initiatives with assistance from other GTO/T&D colleagues. As such, they will bring with them stakeholder management experience to help them build strong working relationships with their onsite user base and be able to proactively seek out improvements and efficiencies.

What You'll Do

• Onsite 1st/2nd line technical support for users in the Sydney office
• End user provisioning for joiners, movers and leavers
• Proactively monitoring and responding to tickets logged in ServiceNow.
• Working with the wider team to provide support for global Acacium Group colleagues.
• Centralised software deployment
• Image management and deployment
• Hardware management, including asset management (e.g. Laptops, mobile devices etc)
• Audio-Video support and management (In meeting room hardware inc. video conferencing)
• Endpoint security (AV, MDM, BYOD)
• Support and management of onsite print services
• Microsoft 365 apps, collaboration tools and all desktop software.
• Developing, maintaining and continually improving work practices and procedures.
• Test, plan and supervise the deployment of new vendor patches, operating system, and software releases.
• Develop and document standard user processes and procedures and "how to" documentation.
• Supporting and training junior team members
• Supporting major projects including office relocations & migrations to O365 technology

Who You Are

• Degree in IT or relatable field
• 5 years’ experience in a mixture of Service Desk and Modern Workplace roles

Proven experience of the following:

• Excellent customer service skills
• Excellent verbal and written communication skills
• Proven 2nd line support/troubleshooting skills
• Excellent documentation skills
• MS 365 Office suite Support/Troubleshooting
• MS Client OS Support/Troubleshooting
• ServiceNow or similar ITSM Ticketing System
• IT Hardware (computer, monitor, scanner, printer)
• Computer imaging, configuration & profiling
• Remote control (BeyondTrust/other)
• AV in the workplace
• Intune/MDM
• Windows Autopilot
• SharePoint/OneDrive/Teams configuration and administration

Desirable experience:

• MS Win Server OS Win 2008/2012/2016
• IP/Cloud Telephony
• RDS and Thin Client setup & support
• Mimecast
• Sophos Cloud
• Cloud storage
• Advanced working knowledge of configuring and trouble-shooting iOS and Android based mobile devices.
• MacOS