L3 Escalation Engineer

About the job

Job Description

• Highest point of escalation for the service desk
• High customer satisfaction driven environment.
• Fantastic Work Environment – unique career opportunity

You will be final point of escalation for the service desk team. You will be acting as the technical go-to and leader for the service desk team, providing not only the highest point of escalation but also the training and mentorship to the service desk team.

Common Requirement:

As a L3 engineer you must have:

• Excellent communication in order to communicate and document the resolutions to client’s problem
• Strong technical skills and sense to leadership
• Excellent technical understanding and problem solving skills to get the work done in effective and timely manner
• Excellent customer advocacy, organizational & communication skills, both written and verbal skills

Job tasks and responsibilities

• Provide End-user support
  • Resolve the end user technical problems or incidents that Level 1 and Level 2 team was not able to resolve
  • Conduct root cause analysis and resolve repeat issues
  • Take the ownership of P1 and resolve the problems in a timely manner
  • Ensure high level to customer engagement and satisfaction
  • Maintain a consistent high standard of professional interaction both over the phone, on email or face to face with clients.
• Ensure high quality of service
  • Provide technical leadership and mentorship to the team
  • Help uplift the overall technical capability of the team by providing training to the team and building knowledgebase
  • Identify and contribute ideas to increase the overall team efficiencies and reduce client reactive noise (tickets per endpoint & reactive hours per endpoint).
  • Responding to and resolving phone and email tickets in a professional, timely manner with an emphasis on high quality customer service (target of 70% first contact resolution)
  • Ensure response timeframes of tickets provided by Service Co-Ordinator are adhered to and that any breach is notified to the relevant stakeholders ahead of time.
  • Identify and remediate any inconsistencies and/or errors in client documentation and processes.
  • Manage tickets in queue, forward scheduling where required, ensuring that escalation processes are followed and that clients are kept updated with changes and/or delays in ticket progression.
• Provide high level of technical capability
  • Act as highest point of escalation to resolve the problem effectively and efficiently.
  • Troubleshoot user issue to find a temporary ‘fix’ but provide and document a permanent fix once the client is operational again.
  • You must have below mandatory skills as well:

• MS Windows Server Administration
• Exchange Server / Exchange Online / Office 365
• SQL Server Administration
• Hyper-V & VMWare Administration
• Networking Skills (Routing / NAT / VLAN)
• Troubleshooting skills across multiple technologies
• Desktop Support

 Experience & Qualification:

• Able to prioritize work and succeed under deadlines
• At least 6+ years of experience in a Service Desk / Incident Management Role
• Experience with a ConnectWise (ticketing system) and and NCentral
• IT industry (TAFE or Univ. Qualification)
• Tertiary qualification and relevant industry certifications Azure, M365, MCITP, MCSE, VCP, CCNA, Datto, VMWare
• Strong Experience (and preferably certifications) in VMware, Microsoft Server Suite of products.  
• Must have a full Driver’s License and their own car to attend client sites 
• Knowledge of ConnectWise (PSA) preferably
• Continually grow and further personal development and education
• Outstanding organizational and multitasking skills
• Ability to genuinely connect, understands, and helps people.
• Attention to detail and a pride in the quality of work.
• A strong desire & motivation to grow and develop.
• Strong communication and relationship building experience
• Australian citizen or permanent resident

On Offer:

• Competitive Remuneration
• Permanent position
• Excellent client engagement role
• Excellent office & culture -where people enjoy their job, and always learn a lot
• Fast growing IT Consulting company
• Exposure to latest technologies
• 100% projects based role