Senior L2/L3 Support Engineer
Melbourne • Full-time (On-site)
About the job
Job Description
Key Highlights
- Opportunity for self-motivated, problem solver and quality over quantity driven individual
- Located in the North- Western Melbourne suburbs close to the Airport providing ideal work location for candidates
- Exposure to problem solving rather than a L1, L2, L3 structure thus opportunity to gain technical experience
- Looking for individuals who love technology, motivated by a challenge and are driven by fixing the root cause
Our client an established Managed Service Provider. The company provides managed services to the clients and replaces the internal IT department for its clients. The organization is very structured in its approach and thus is very customer satisfaction oriented.
About the role
Catering to small and medium (4 to 200 size) enterprises throughout Melbourne, you will be motivated by customer service, helping resolve customer problems and making an impact in customer business by providing top level end-to-end IT support for the clients. You must be ambitious, love technology may even have a home lab as well, and very customer service oriented. You must have the mindset that you are not fixing a laptop but helping the company run efficiently. You will need to have highly developed communication and interpersonal skills.
The company does not follow L1, L2, L3 structure but for you to pick up a ticket and lead it to resolution. Although you will have escalation path but we are looking for people with eagerness and drive to research, learn and resolve the problem rather than look for venues to escalate at every challenge. Your escalation point will be the projects team thus you will be supported when you need help.
You will be part of a team of 4 managed services consultants teams. You will be accountable for end user, infrastructure and security support. You must have strong exposure to M365 suit and good exposure to M365 and Azure security.
Role and Responsibilities:
You will be predominantly working on Cloud technologies and cloud security. Thus the role will be predominantly over the phone support. You will be required to travel to client sites when the problem cannot be resolved remotely. Although you will be working predominantly on cloud technologies but you will be dealing with on-prem technologies as well. The role will require you to provide both remote and on-site support to our customer base. Responsibilities include:
· Provide over the phone and on-site support to the end users
· Experience supporting multiple clients
· Resolving customer issues by working on tickets and managing your incidents
· Analyse for root cause of the problem and fix the root cause
· Maintain problem documentation
· Resolving technical issues across the following technologies:
o M365 and Azure security
o Office 365 across exchange, security, Intune, End pint manager, SharePoint, etc
o Azure
o Servers
o Backups and EDR
o Network and Firewalls
o Ticketing and Documentation Systems
o Ninja RMM, Kaseya
Experience and Skills Requirements:
· Must have outstanding communications skills and customer service skills for both over the phone and in-person
· Atleast 4+ years MSP experience supporting multiple customers at the same time
· Must have MSP experience and ability to multitask and deal with multiple customers in varying IT capability
· Exposure and understanding of EOS and TruMethods is good to have
· IT Certifications / Degree / Diploma preferred
· Overall support experience across Microsoft 365, Windows Server, Active Directory and Exchange server, TCP/IP + DNS + DHCP and Azure knowledge
· Excellent communication customer service skills
· Full Australian Driver’s License and own car
On Offer:
- Competitive Remuneration
- Permanent position
- North-western Melbourne suburb location
- Hybrid workplace with 2 days WFH and 3 days in office
- Good working environment providing a long term career
