" \u003cdiv class=\"ja-job-details\"\u003e \u003ch2 class=\"title\"\u003eSystems Engineer (L1) - Service Desk\u003c/h2\u003e \u003cdiv class=\"meta\"\u003e \u003cul class=\"classifications\"\u003e \u003cli data-id=\"9143\"\u003e IT \u0026amp; Telecomms \u003c/li\u003e \u003cli data-id=\"9144\"\u003e Service Desk \u003c/li\u003e \u003cli data-id=\"9145\"\u003e Colombo \u003c/li\u003e \u003cli data-id=\"9146\"\u003e Permanent / Full Time \u003c/li\u003e \u003c/ul\u003e \u003cp class=\"date-posted\"\u003e 2/10/2026 \u003c/p\u003e \u003c/div\u003e \u003cul class=\"bullet-points\"\u003e \u003cli\u003eJoin the largest Australian-owned systems integrator\u003c/li\u003e \u003cli\u003eWork in a supportive and fast paced environment\u003c/li\u003e \u003cli\u003eOpportunity to engage with clients to deliver great outcomes\u003c/li\u003e \u003c/ul\u003e \u003cdiv class=\"description\"\u003e \u003cstrong\u003eBrennan. Where true performance thrives.\u003c/strong\u003e\u0026nbsp;\u003cbr\u003e\u003cbr\u003eAt Brennan, we believe that\u0026nbsp;\u003cem\u003ehow\u003c/em\u003e\u0026nbsp;technology is delivered is every bit as important as\u0026nbsp;\u003cem\u003ewhat\u003c/em\u003e\u0026nbsp;the technology is. We focus on creating real and relevant value for customers with solutions that fit their specific needs and always reflect their true interests.\u0026nbsp;\u003cbr\u003e\u003cbr\u003eIt\u0026rsquo;s a claim backed by our\u0026nbsp;\u003cstrong\u003eTrue Performance System\u003c/strong\u003e\u0026nbsp;\u0026ndash; a way of working engineered to get us closer, and deliver better, for our customers and their actual experience of technology.\u003cbr\u003e\u0026nbsp;\u003cbr\u003e\u003cstrong\u003eWhy join Brennan\u003c/strong\u003e\u0026nbsp;\u003cbr\u003e\u003cbr\u003eTrue performance for our customers starts with a true belief in our people.\u0026nbsp;\u003cbr\u003eIt\u0026rsquo;s why we\u0026rsquo;ve structured our business to help our teams, and their talents, shine bright. It\u0027s why we\u0026rsquo;ve created a workplace where people of all backgrounds, beliefs and experiences are welcomed and empowered. And it\u0026rsquo;s why we\u0026rsquo;ve built an organisation where real innovation makes a genuine impact and generates true rewards for our team members.\u0026nbsp;\u003cbr\u003e\u003cbr\u003e\u003cstrong\u003eTrue rewards\u003cbr\u003e\u003c/strong\u003e\u0026nbsp;\u003cbr\u003eIn addition to competitive remuneration, Brennan offers extensive benefits, including:\u0026nbsp;\u0026nbsp;\u003cbr\u003e \u003cul\u003e \u003cli\u003eTraining and certification bonuses\u0026nbsp;\u003c/li\u003e \u003cli\u003eCulture Awards that recognise excellence\u0026nbsp;\u003c/li\u003e \u003cli\u003eBrennan Daredevils \u0026ndash; our annual, all-expenses paid trip awarded to our top performers and outstanding contributors\u0026nbsp;\u003c/li\u003e \u003cli\u003eVibrant, fun social activities\u0026nbsp;\u003c/li\u003e \u003cli\u003eDiscounted hardware and software\u0026nbsp;\u003c/li\u003e \u003cli\u003eAn environment that embraces learning and development\u0026nbsp; \u0026nbsp;\u003c/li\u003e \u003c/ul\u003e \u003cstrong\u003eJob Details here\u003cbr\u003e\u003cbr\u003eThe Role:\u003cbr\u003e\u003c/strong\u003e \u003cul\u003e \u003cli\u003eBuild and maintain client relationships by providing smart technical solutions.\u003c/li\u003e \u003cli\u003eServe as the central point of contact for all customer IT requests.\u003c/li\u003e \u003cli\u003eSupport/assist in all initiatives taken towards ensuring customer satisfaction is attained.\u003c/li\u003e \u003c/ul\u003e \u003cstrong\u003eRole Responsibilities:\u003cbr\u003e\u003c/strong\u003e \u003cul\u003e \u003cli\u003eStrong oral, active listening and written communication skills with the ability to communicate effectively over the phone, by live chat or by email.\u003c/li\u003e \u003cli\u003eAbility to effectively interpret and transcribe customer issues and requests, responding promptly and appropriately.\u003c/li\u003e \u003cli\u003eAbility to multitask, maintaining communication with a customer whilst simultaneously troubleshooting or updating a ticket.\u003c/li\u003e \u003cli\u003eProven time management and prioritization skills to maximize productivity.\u003c/li\u003e \u003cli\u003eAbility to solicit customer feedback and use the information to improve customer service.\u003c/li\u003e \u003cli\u003eExperience of troubleshooting technical support issues in a dynamic IT environment.\u003c/li\u003e \u003cli\u003eExcellent attention to detail, particularly when logging and handling tickets.\u003c/li\u003e \u003cli\u003eDemonstrable accountability and ownership of customer tickets and see them through to completion.\u003c/li\u003e \u003cli\u003eAble to follow the Incident assessment and resolution process as defined in Brennan procedures.\u003c/li\u003e \u003cli\u003eDogged approach to technical troubleshooting, exploring multiple roots where necessary.\u003c/li\u003e \u003cli\u003eAble to work under pressure, showing resilience and patience when dealing with difficult situations.\u003c/li\u003e \u003cli\u003eEnsure Ticket management in ServiceNow (or other applicable Case Mgmt. tool) is done according to agreed standards and processes \u003cul\u003e \u003cli\u003eCorrect and accurate case classification and triaging.\u003c/li\u003e \u003cli\u003eAccurate and Productive time capture and utilization.\u003c/li\u003e \u003cli\u003eFollow agreed processes for escalation.\u003c/li\u003e \u003c/ul\u003e \u003c/li\u003e \u003cli\u003eAd-Hoc/On-Call and afterhours support \u003cul\u003e \u003cli\u003eSeamless functioning of the Clients\u0027 systems during afterhours support.\u003c/li\u003e \u003cli\u003eEnsure accurate/documented escalation and triaging processes are followed to ensure Afterhours operations are as Business As Usual.\u003c/li\u003e \u003cli\u003eManage and support multiple client environments while prioritizing requests and ensuring timely escalations following agreed processes.\u003c/li\u003e \u003c/ul\u003e \u003c/li\u003e \u003cli\u003eOrganizational Compliance/Procedural adherence \u003cul\u003e \u003cli\u003eEnsure all core applications used by customers are documented and kept up to date in Biki regarding their dependencies, escalations, and ownership.\u003c/li\u003e \u003cli\u003eMaintain phone etiquette as per Brennan soft skills standards.\u003c/li\u003e \u003cli\u003eBe punctual to the assigned roster and maintain a healthy attendance.\u003c/li\u003e \u003cli\u003eBe conversant with Brennan and ITIL processes and frameworks and ensure tasks performed by engineers comply with them.\u003c/li\u003e \u003c/ul\u003e \u003c/li\u003e \u003c/ul\u003e \u003cstrong\u003eKey Competencies and Qualifications Required:\u003c/strong\u003e\u003cbr\u003e \u003cul\u003e \u003cli\u003eTertiary qualifications (Degree or Diploma) in a related IT discipline.\u003c/li\u003e \u003cli\u003eA desirable knowledge of ITIL best practices.\u003c/li\u003e \u003cli\u003eA Microsoft certification such as AZ900, MS900.\u003c/li\u003e \u003cli\u003e1-3 years of experience in similar capacity.\u003c/li\u003e \u003cli\u003eExperience in working with Desktop Operating Systems windows 10, 11, MAC/ Linux.\u003c/li\u003e \u003cli\u003eExperience in working with Windows Servers, Active Directory, DNS, DHCP.\u003c/li\u003e \u003cli\u003eExperience in working with M365 Admin Center.\u003c/li\u003e \u003cli\u003eExperience in working with virtualization technologies (CITRIX / VMWare / Hyper-V)\u003c/li\u003e \u003cli\u003eExperience in handling Intune and Azure.\u003c/li\u003e \u003cli\u003eExperience in troubleshooting laptop and desktop hardware.\u003c/li\u003e \u003cli\u003eExperience in handling antivirus alert management. E.g Sophos, Sentinel one, Crowd strike etc.\u003c/li\u003e \u003cli\u003eExperience in troubleshooting print servers and print queue related issues.\u003c/li\u003e \u003cli\u003eExperience in configuring Apple, Windows, and Android phones.\u003c/li\u003e \u003c/ul\u003e \u003cstrong\u003eBrennan\u0026nbsp;\u003c/strong\u003eis an equal opportunity employer. \u003c/div\u003e \u003cdiv class=\"apply\"\u003e \u003ca class=\"back-link\" href=\"#\" title=\"Back to search results\"\u003eBack to search results\u003c/a\u003e \u003cinput type=\"button\" class=\"ja-button\" data-job-id=\"1124842\" value=\"Apply Now\" title=\"Apply Now\" /\u003e \u003c/div\u003e \u003c/div\u003e "