" \u003cdiv class=\"ja-job-details\"\u003e \u003ch2 class=\"title\"\u003eSystems Engineer (L2) - 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 IT - Other \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 15/10/2026 \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\u003cbr\u003e\u003cstrong\u003eTrue rewards\u003cbr\u003e\u003c/strong\u003e\u0026nbsp;\u003cbr\u003eIn addition to competitive remuneration, Brennan offers extensive benefits, including:\u0026nbsp;\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 \u003cbr\u003e\u003cstrong\u003eJob Details here\u003cbr\u003e\u003cbr\u003eThe Role:\u003cbr\u003e\u003c/strong\u003e \u003cul\u003e \u003cli\u003eProvide excellent customer service to all clients contacting the Service Desk.\u003c/li\u003e \u003cli\u003eAct as the first point of contact for clients seeking technical assistance.\u003c/li\u003e \u003cli\u003eDeliver comprehensive technical support to resolve client issues effectively.\u003c/li\u003e \u003c/ul\u003e \u003cbr\u003e\u003cstrong\u003eRole Responsibilities:\u003c/strong\u003e\u003cbr\u003e \u003cul\u003e \u003cli\u003eExcellent customer service skills with a strong desire to deliver an outstanding outcome to the customer.\u003c/li\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\u003cbr\u003esimultaneously troubleshooting or updating a ticket.\u003c/li\u003e \u003cli\u003eStrong organizational skills with the ability to follow instructions, policies and procedures.\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\u003cbr\u003ecustomer service.\u003c/li\u003e \u003cli\u003eExperience of troubleshooting technical support issues in a dynamic IT\u003cbr\u003eenvironment.\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\u003eAbility to work autonomously and collaboratively in the interest of positive client outcomes.\u003c/li\u003e \u003cli\u003eCustomer-oriented with ability to empathies.\u003c/li\u003e \u003cli\u003eDogged approach to technical troubleshooting, exploring multiple roots where necessary.\u003c/li\u003e \u003cli\u003eEnjoy working in a team environment.\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\u003cbr\u003eo Correct and accurate case classification and triaging.\u003cbr\u003eo Accurate and Productive time capture and utilization.\u003cbr\u003eo Follow agreed processes for escalation.\u003c/li\u003e \u003cli\u003eAd-Hoc/On-Call and afterhours support\u003cbr\u003eo Seamless functioning of the Clients\u0027 systems during afterhours support.\u003cbr\u003eo Ensure accurate/documented escalation and triaging processes are followed to ensure Afterhours operations are as Business As Usual.\u003cbr\u003eo Manage and support multiple client environments while prioritizing requests and ensuring timely escalations following agreed processes.\u003c/li\u003e \u003cli\u003eOrganizational Compliance/Procedural adherence\u003cbr\u003eo Ensure all core applications used by customers are documented and kept up to date in Biki regarding their dependencies, escalations, and ownership.\u003cbr\u003eo Maintain phone etiquette as per Brennan soft skills standards.\u003cbr\u003eo Be punctual to the assigned roster and maintain a healthy attendance.\u003cbr\u003eo Be conversant with Brennan and ITIL processes and frameworks and ensure tasks performed by engineers comply with them.\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\u003e3-5 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 \u003cli\u003eA desirable knowledge of ITIL best practices.\u003c/li\u003e \u003c/ul\u003e \u003cbr\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=\"1127500\" value=\"Apply Now\" title=\"Apply Now\" /\u003e \u003c/div\u003e \u003c/div\u003e "