The Desktop Support Engineer is part of a highly technical engineering team responsible for providing technical support and maintenance for desktop computing environments within an organization..

This role will be a unique blend of hands-on delivery providing technical assistance to end-users by troubleshooting hardware, software, and network-related issues. Respond to help desk tickets, identify problems, and implement effective solutions to ensure minimal disruption to user productivity. This includes receiving, prioritising, documenting and actively resolving end user requests.

There are a number of technologies that we envision being part of our future, or valuable skills that will make understanding our existing architecture easier. Problem resolution may involve the use of diagnostic and tracking tools as well as a requirement for the individual to give in-person, hands-on help desk advice.

• Reporting to Vice President of Engineering & IT
• Commencing ASAP
• 100% In-Office requirement working Monday – Friday

What will a normal day look like? 

• Provide first line support for all IT related Issues and problem
• Provide technical desktop support to staff including computers, laptops, phones, printers, network patching, Wi-Fi etc.
• Field and prioritise requests from end users in a prompt and courteous manner and work to resolve them
• Escalate requests when required, to the appropriately skilled IT Level 2 or 3 resource
• Perform root cause analysis for Help Desk requests
• Providing configuration management and security compliance for the software and hardware.
• Apply diagnostic tools to aid in troubleshooting as and when required
• Perform post-resolution follow up to ensure user satisfaction and proper problem resolution
• Maintain the IT Asset Register & IT Service desk
• Learn appropriate software and hardware utilised by TSA such as MS Office applications
• Assisting Systems or Database Administrators with IT requests
• Assist team members with tasks as required and outlined in the Project scope
• Developing and updating standard operating procedures and documentation.
• Completing service requests or incidents tickets in support of the business.
• Maintain accurate inventory records for desktop hardware and software assets. Track hardware and software lifecycles, plan for replacements or upgrades, and assist with procurement processes.
• Always be prepared to design and implement security countermeasures, when network vulnerabilities arise.

What’s in it for you? 

• Attractive base salary
• Ongoing support and development 
• Grow in a supportive team environment
• Health and wellness benefits

Our mission and where you fit in

At Employment Hero, we're an ambitious bunch of people on a mission to make employment easier and more valuable for everyone.

Since our inception in 2014, we've had some pretty impressive growth (100% YoY), now serving 300,000 businesses globally, with 2 million+ users on the platform, reaching unicorn status in 2022 - and we have no plans to slow down.

There's never been a more exciting time to join one of the fastest-growing SaaS unicorns, so let's see if we could be a match!

What might your days look like

As a Payroll Support Consultant, you’ll be working within our Customer Experience team and will be responsible for gathering information from customers and ensuring their continued support and success after implementing our Employment Hero product. In this role, you will be supporting our customers to ensure accuracy and will be responsible for resolving customer tickets efficiently and effectively. This includes addressing customer issues with professionalism and care, and escalating to the appropriate teams where necessary. 

As a Payroll Support Consultant you'll be responsible for;

• You will provide support to clients after they 'go-live' by walking them through updates needed or how to troubleshoot in a variety of ways, such as award interpretation and platform configuration
• Responding to and resolving customer tickets, calls and queries related to the Employment Hero Platform in a timely manner.
• Assist and collaborate with the wider squad and support team to provide best practice system use and education to all our customers.
• Proactively analyse and understand product functionality across the platform and logic in detail; and testing in platforms to identify user error/system logic and related root causes by maintaining comprehensive awareness of product changes and enhancements.
• Conduct/triage customer support issues and assign to the appropriate team or resolve where possible.
• Take on client and team payroll escalations for our customers
• Assist with requirements gathering to run post mortems and run internal support team workshops
• Escalating issues related to bugs or product logic/functionality concerns as necessary, in collaboration with Seniors/Team Leads and the Product Team.
• Working with customers across multiple channels (email, chat, phone, screen share) to understand their organisational workflow and how the platform can support them to maximise their people processes.
• Managing Problem Tickets with urgency and collaborating with key stakeholders to resolve as quickly as possible
• Leveraging ZenDesk, Salesforce and other internal tools for maintaining records, ticket investigations and referencing customer interactions, transactions, comments, and complaints in accordance with service level agreements (SLAs)
• Proactively contribute feature requests, Customer Care Processes, Macros and Help Centre suggestions, where warranted and using customer insights.

What will you bring:

• Relevant Australian Payroll industry experience (e.g KeyPay)
• Exposure to working in fluid, high change and high velocity environments. 
• Prior exposure to customer experience within a SaaS (Software as a Service) environment (nice to have)
• An attitude that always puts your customer's needs first
• Problem solving skills with a sound and thorough approach to troubleshooting.
• Ability to manage competing priorities, working autonomously; requesting assistance where needed.
• Strong and polished verbal and written communication skills.
• A tertiary degree in Human Resources and/or relevant qualification (nice to have).

Experience is important, but for us the biggest measure of success is people who can live and breathe our values. Show us what you can bring to the table, and we'll empower you to let your talents shine.

The EH Way

The EH Way is how we describe our culture at Employment Hero and how we all operate. It is our DNA. You can read all about it on our careers page: https://employmenthero.com/careers/ 

In short, you’ll love working with us if:

• Revolutionising employment gets your heart racing.
• You thrive on the flexibility (and responsibility) of a remote-first business.
• Our values align, and shape how you show up every day.
• You love the dynamic pace of a startup, are driven by innovation, and enjoy working with other smart people.

Plus, you’ll get to enjoy a number of great perks, including: 

• A generous budget for your home office.
• Cutting-edge tools and technology.
• Reward and recognition programs - because great work should be recognised and rewarded.
• Cashback offers and discounts on popular brands through our Swag app.

Are we a match? 

Think we're the right match for you? Fantastic! Click 'Apply' and our talent team will reach out with the next steps.

At Employment Hero, we are committed to safeguarding the privacy of your application data. To understand how we do so, you can read our Applicant Privacy Policy here: https://employmenthero.com/legals/applicant-policy/

Employment Hero celebrates diverse perspectives and experiences, we invite people of all backgrounds and identities to apply for this position.