Technical Support Engineer Level 1

The Role
Covetrus is a global animal health organization providing a range of integrated services which drive improved clinical and financial outcomes for vets and pet owners.

We are currently seeking a Technical Support Engineer to join our team in Erskine Park. Reporting to the IT Infrastructure Manager, ANZ, you will act as the first contact point for all technical helpdesk enquiries, providing 1st level frontline technical support to internal and external customers and assisting them with hardware and software problems via phone, email or onsite.

Your main responsibilities will include –

Maintaining a high level of customer service for all support queries, ensuring a proactive approach to issue resolution, and adhering to all service management principles.

Logging all calls on the call logging system and maintaining full documentation for each ticket.

Taking ownership of assigned tickets, ensuring that ticket progress and follow up is communicated with users and customers in a timely manner.

Installing and configuring computer hardware, software, systems, networks, printers, and scanners.

Repairing and replacing equipment as necessary.

Supporting users in the use of computer equipment by providing necessary training and advice.

Escalating complex issues to Level 2 or 3 Support Engineers.

Other duties as assigned by the IT Infrastructure Manager (ANZ).

Please note that standard hours are to 6pm Monday to Friday and this role is required in the office 5 days per week.

About You

To be successful you will have;

Suitable IT qualifications is preferred, as is completion of ITIL Foundation course and/or Microsoft Certified Professional (MCP)

Demonstrated 1 – 2 years’ experience in a similar IT Support role.

Significant hands-on experience working with Microsoft desktop operating systems (, Windows 7/8/10).

Proven ability to establish strong working relationships across all levels within the organisation.

Ability to work well under pressure and prioritise work accordingly.

Well-developed verbal and written communication skills and a customer service focus.

Why Join Us?

At Covetrus, we’re proud of our family friendly culture and respectful workplace. We embrace diversity in our workforce and encourage applications from like-minded persons from all walks of life. 

Covetrus team members participate in a fantastic benefits program, giving them access to huge savings on animal health products (including exclusive food brands, enrichment products and litter), annual birthday leave, annual volunteer days and free counselling services via our Employee Assistance program.