Level 2 Support Engineer

About the job

Job Description

• Support multiple clients – Team providing an opportunity to learn and grow
• Offering Best of MSP and internal environment exposure – MSP technology exposure with a lot of client site work – travel using corporate taxi card
• Central location near Flagstaff train station offering good work environment

Our client is established VIC based Managed Service Provider supporting SMB clients. The company with significant focus on professional development. The vision of the company is to honestly help its customers achieve their vision while offering growth opportunities to the team. The company follows 100% ownership of client’s problem approach and is focused on growing the company steadily while uplifting the capability of the team simultaneously.

You and another person in the team will be assigned a couple of clients as the Primary and Secondary techs for the clients. Thus, you will be involved in and be accountable for everything related to the customers environment including support, projects and onsite customer engagement. Thus the role offers the best of MSP technology exposure while providing 360 degree exposure to manage the internal environments for clients.

The company focuses a lot on in-person support and has high touch strategy for the clients. Thus, you will be working from the office or client’s 4 days a week or traveling to client sites quite frequently from office. You will be given a corporate taxi travel card to travel to client site once you are in the office. You will require to drive to client sites only when you are working full day at a client site.

Role and Responsibilities:

You will be responsible to operate as part of the wider team supporting all customers but predominantly accountable for managing a couple of clients’ end-to-end infrastructure and support. You will work across technology but each ticket or initiative you support for your assigned clients must enable your client to achieve their goals and the objectives they are trying to achieve :

·       A genuine focus on understanding your clients business and helping them achieve their goals 

·       Provide excellent in-person support and also support customers over the phone

·       Experience supporting multiple clients

·       Keen interest in technology, gaining fundamental knowledge and interest in resolving the root cause of the problem

·       Strategic focus on the impact of your role

·       Accountable for technology environment for your clients, managing wide array of technologies such as Office 365, Azure, OneDrive, SharePoint, End point manager, Veeam, Meraki, Watchguard, Qualis

 Experience and Skills Requirements:

·       Atleast 4+ years MSP experience supporting multiple customers at the same time

·       Good experience with Microsoft stack including M365, Auto-Pilot, End Point Manager, M365 security, server, etc and other technologies such as VMWare, Veeam, Meraki, servers, DB, etc

·       Have outstanding customer service skills and ability to relate to impact of your role

·       Excellent communication customer service and relationship building skills

On Offer:

• Competitive Remuneration
• Permanent position
• Good working environment providing a long term career and learning opportunities
• Good exposure to support and projects
• Bonus structure
• Focus on 1^st touch point and root cause resolution
• Office walking distance from train station & corporate travel cards