Who is Quantium?  
 

For over 21 years Quantium have combined the best of human and artificial intelligence to power possibilities for individuals, organisations and society. Our solutions make sense of what has happened and what will, could or should be done to re-shape industries and societies around the needs of the people they serve.


As one of the world’s fully diversified data science and AI leaders we operate across every sector of the economy and we’re growing fast - with growth comes opportunity! We’re passionate about building out our team of smart, fun, diverse and motivated people.


We combine a team of experts that spans data scientists, actuaries, statisticians, business analysts, strategy consultants, engineers, technologists, programmers, product developers, and futurists – all dedicated to harnessing the power of data to drive transformational outcomes for our clients. We actively foster a culture where our people can stretch themselves to reach their full potential.


We also know that work has to work for you, and modern life is fast-paced, and balance can be tricky. You want to work where you are respected and valued as an individual, not a number. Quantium embraces a flexible and supportive environment dedicated to powering possibilities for our team members, clients and partners. 

Role summary 
 

The Senior Service Desk Engineer is a critical operational role responsible for managing and optimising BAU workflows, providing exceptional technical support, and efficiently handling escalations from the service desk team. This role focuses on maintaining service excellence through effective ticket management, prioritisation, and resolution whilst ensuring adherence to established SLAs and security standards across Quantium's technology environment. 
 

How will you make an impact?
 

• Manages and coordinates daily service desk operations and BAU workflows to ensure optimal efficiency
• Focuses on resolving complex technical issues escalated from service desk support within defined SLAs
• Implements and maintains ticket management processes to ensure proper prioritisation and resolution tracking
• Proactively identifies, tracks, and takes ownership of recurring technical issues to develop permanent solutions
• Establishes and maintains clear escalation matrices with defined trigger points and timeframes
• Proactively communicates with stakeholders during escalations, providing regular updates on progress and expected resolution times
• Conducts post-incident reviews for all major escalations to identify process improvements
• Serves as the primary escalation point for critical incidents and service disruptions
• Provides comprehensive documentation and knowledge base articles for common issues and their resolutions
• Supports the governance of service delivery ensuring compliance with company policies and security standard

 
The superpowers you will bring to the team: 
 

• 3+ years of IT Operations experience with focus on EUC technical troubleshooting
• Strong experience with ITIL processes and service management principles
• Proficient in the use of IT ticketing systems (JIRA, ServiceNow, etc.)
• Demonstrated ability to identify patterns in support tickets and implement effective solutions for recurring issues
• Experience in process analysis and workflow optimisation within service desk environments
• Strong knowledge of Windows 10/11 and Apple Mac OS troubleshooting Active Directory administration knowledge
• Intune and Jamf administration experience
• Experience with Office 365 administration and troubleshooting
• Basic PowerShell/scripting
• Ability of deploying/installing and/or troubleshooting Hardware/Software issues
• Demonstrated ability to prioritise workload in high-pressure environments
• Experience in incident management and escalation procedures
• Excellent communication skills with ability to explain technical concepts to non-technical user

What could your Quantium Experience look like?

Working at Quantium will allow you to challenge your imagination. You will get to solve complex problems using rigor, precision and by asking great questions – but it also means you can think big, outside the box and push your problem-solving skills to the max.

By joining the Quantium team, you’ll get to:

• Forge your path: So many of our team have moved around different teams or offices. You’ll be in the driver’s seat, and we empower you to make your career your own.
• Find your kind: Embrace diversity and connect with your tribe (think foodies, dog lovers, readers, or runners).
• Make an impact: Leave your mark. Your contributions resonate, regardless of your role, tenure or level.

But wait, there's more! We've got some pretty sweet perks:

• Flexible work arrangements: Achieve work life balance at your own pace with hybrid and flexible work arrangements.
• Remote working: Embrace the opportunity to work outside of your assigned home location for up to 2 months every year.
• Competitive remuneration: We know our team go above and beyond, which is why we reward our team with market leading remuneration (including an attractive annual bonus scheme).
• Discounts and perks: Enjoy access to a range of generous discounts from Woolworths, exclusive banking products, health insurance and novated leasing.

Ready to join a team of smart, unique people who are passionate about what they do? At Quantium, you'll find a place where everyone belongs and work that is intellectually stimulating. So, if you're ready to make an impact and grow professionally, we want to hear from you!

Apply now and let's forge a better, more insightful world together!

Quantium’s recruitment process involves the collection and use of personal information. Please click on the link “Privacy” for Quantium’s Collection Notice. This provides information on how we collect, use & store your personal information, including potential disclosure to our majority shareholder, Woolworths Group Limited.