Senior Service Desk Engineer

About Asi Solutions

ASI Solutions is a leading provider of technology solutions across Australia and New Zealand. Since 1985, we’ve delivered meaningful IT solutions that empower businesses across the public and private sectors. We specialise in all areas of IT, from hardware and software procurement to complete managed services.

By helping customers maximise their technology investments, streamline operations, and build future-ready capabilities, our consultative approach, long-standing relationships, and industry-leading team continue to drive our success.

As a Senior Service Desk Engineer, you will mentor and guide Managed Service Desk team members, ensuring timely resolution of escalated tickets and adherence to SLAs. Your role is pivotal in fostering a collaborative, high-performing environment focused on delivering exceptional service.

Collaboration across Services, Sales, Presales, and Service Delivery teams is integral to the role, requiring strong communication skills and a solid understanding of systems and networks. Success in this position demands attention to detail, effective multitasking, and strong prioritisation abilities.

Key Responsibilities:

• Provide mentorship and technical guidance to junior team members, with a focus on problem-solving and automation best practices.
• Support regular team discussions to identify skill gaps, encourage knowledge sharing, and support continuous professional development.
• Track progress on ticket resolution, SLA adherence, and system performance metrics to ensure alignment with managed services objectives.
• Implement best practices in ticket management and workflow efficiency to enhance overall service quality.
• Identify areas for improvement within customer environments that align with the company’s strategic goals.
• Leverage existing toolsets to implement automation initiatives and drive operational efficiency.

A Bit About You:

• Strong communicator with a natural ability to engage with people and mentor team members effectively.
• Proven diagnostic skills across networks, servers, and workstations, with a solid understanding of the OSI model, switching, and internet routing.
• Thrive in fast-paced team environments; quick to learn and adept at resolving diverse technical issues.
• Working knowledge of network monitoring concepts and associated management tools.
• Proficient in collating and interpreting data from a variety of sources for informed decision-making.
• Strong multitasking capabilities with effective time management and workload prioritisation.
• Clear and concise communicator, both written and verbal.

Why Asi Solutions?

Join us and be part of a family-centric culture that values innovation, collaboration, and connection. We offer a modern work environment equipped with all you need to thrive. Celebrate your birthday with a day off, enjoy monthly staff lunches, and benefit from discounts on tech products. At ASI Solutions, we're not just a team; we're a community dedicated to making a difference.

Send in applications by 03 October 2025.