L2 Engineer
Melbourne • Full-time (On-site)
About the job
Job Description
Reactive and proactive mid-senior level support role
· Opportunity to work in good employee oriented caring culture organization
· Organisation providing venues to learn and grow
Our client an established, stable and growing Managed Service Provider business that has been catering to small and medium enterprises mainly in Sydney for over 35 years. The team is expanding in Melbourne and is gearing for growth.The value proposition for this amazing business is to act as a true strategic partner accountable for delivering increased value and increased efficiency for its customers. The culture of the organsiation culture is to properly analyse and fix problems to continually improve the clients’ environment and confidence in their technology environment.
About the role
We are looking for ambitious, always learning, process driven, client satisfaction oriented Engineers. Cultural fit is really important for the business. The culture of the organisation promotes learning, encourages ownership and offers profit share schemes. Thus, we are looking for someone who wants to be part of such culture.
Must haves for the role:
· Provide exemplary customer service by phone, email, in person and via remote monitoring and management systems (currently utilise N-Able);
· Exposure to assist clients on a day-to-day basis / provide service desk support through ticketing systems.
· You’ll use your problem- solving skills to assist your customers and resolve IT application related incidents, service requests and problems in a timely and efficient manner issues with minimal impact to the business
· You’ll be providing support across the company’s portfolio of products / applications
Role and Responsibilities:
The role will require you to provide both remote and on-site related to hardware troubleshooting and replacement, networking, server, Microsoft 365 management, administration, and support.
· Work with a ticket based system, managing your own tasks and incidents (Autotask / ConnectWise);
· Supporting proprietary software products / applications.
· Troubleshooting high level issues for clients/end users.
· Provide customer focussed application support and can translate tech to bring a solution to the client.
· Provide quality Level 1 and level 2 end user support to customers who are utilising company’s product
· Provide support to pro-active and project teams;
· Record and complete documentation as required through ITGlue and Sharepoint;
· Experience across technologies:
o Microsoft Server operating systems (including AD, DHCP, DNS, RAS, RDSH, GPOs)
o Microsoft Exchange server (on prem & Online)
o Microsoft Remote Desktop Services & Citrix XenApp environments
o Understanding of Microsoft Office environment
o Mac or Apple product support
o End user devices (desktops, laptops, thin clients)
o Microsoft Public Cloud environments (Azure, Modern Workplace/M365)
o Networking experience (TCP/IP, LAN/WAN connection troubleshooting, DNS, firewalls, NAT rules)
o Collaboration (MS Teams/3CX)
Experience and Skills Requirements:
· Be customer focused and able to multitask and deal with customers of varying IT capability.
· Have outstanding customer service skills.
· 2-6+ years MSP service desk experience mandatory
· Experience with systems such as Autotask or ConnectWise, N-Able, ITGlue, Sharepoint
· Apple MacOS support· Windows Desktop support
· Microsoft 365 and Azure knowledge
· Experience with Windows Server, Active Directory and Exchange server
· TCP/IP + DNS + DHCP
· Ability to work autonomously within a geographically spread team
· Excellent communication customer service skills
· Full Australian Driver’s License and own car
· IT Certifications / Degree / Diploma preferred
· Certifications with ITIL (v3 or higher), Microsoft, Cisco, Comp TIA will be highly regarded but are not essential
