Support Engineer

About the job

Job Description

• Providing learning opportunity to support wide array of technologies
• WFH role with travel to client site offering learning opportunities while valuing work life balance

Our client is a MSP that helps its clients excel in today’s challenging environment. The MSP focuses on work with clients to create optimal outcomes based on proven technology, industry best practice and our real-world experience

The business predominantly support small to medium size (10 to 200 size) businesses predominantly in the Melbourne’s South East region

About the role

You will be supporting the customers over the phone or travelling to their offices for onsite support, projects or when you are required to operate from client office or resolve onsite issues. Thus, the role will be hybrid i.e operating from home unless you are required to work from client office.

The client is looking for someone to work in a very close net team and values flexible and good worklife balance but is pretty inspired to deliver excellent customer service.

Role and Responsibilities:

The role will require you to provide both remote and on-site client support including

·         Responds to and resolves technical issues related to endpoints, hardware peripherals, Business SaaS, identity and print

·         Provides support for software installations and configurations

·         Recovery of files from backups

·         Manages support calls and emails, ensuring SLAs are met

·         Troubleshoots and resolves basic network-related issues

·         Handles complex issues such as Root Cause Analysis on blue screening laptops

·         Goes beyond workarounds to drive to fix the problems permanently

·         Manages user accounts, computers, and security groups using identity management tools

·         Configures and maintains mailboxes for network users on various platforms

·         Implements security policies and protocols to ensure system security

·         Email system management including setting up out-of-office replies and

·         M365 – Office 365 / Microsoft 365 / Intune / Team / SharePoint / OneDrive administration and Google workspace related issues

Experience and Skills Requirements:

·         Excellent communication skills and ability to build relationships with clients and team

·         Around 2 – 5 years MSP relevant experience

·         Experience with Windows Server, Active Directory, Exchange server, TCP/IP, DNS, DHCP, Office365 / Microsoft 365, Azure

·         Experience with MSP tools, systems and processes such as Kaseya & Datto Products such as Autotask and Datto RMM

·         Strong experience Creating and reviewing technical documentation such as procedural, instructional, and operational guides

·         Own reliable vehicle (Vehicle Allowance / Reimbursements will be provided)

·         Citizens or Permanent Residents

On Offer:

• Permanent position
• WFH with travel to client site required at average around 2 and occasionally upto 4 days per week
• Certification reimbursement
• Personality similar to yours and Culture that you will like