Help Desk & IT Support (Information & Communication Technology)Full timeFlexible, supportive environment with training & developmentIf you're a person who can't sleep for three days until you solve that problem, then this is the job for you.Please read this before you apply – We are looking for a talented and experienced Level 2 Systems Engineer with a variety of MSP experience.
You are an essential part of the help desk and onsite support team solving a mix of complex and routine requests.At Simple Biz, we pride ourselves on being Attentive, Trustworthy, and Excellent with Communication.
We are also committed to 110% service, or as we call it, One10.We are proud of our culture and are a team of like-minded individuals who help each other succeed.
We have a great, fun work environment and are focused on developing our team to be the best versions of themselves.Our head office in North Melbourne is accessible via train and tram.Due to growth, we are looking for a Level 2 Engineer to join our team.The RoleThe IT Support Engineer will resolve IT infrastructure-related escalations from L1 technicians, working closely with clients across Australia to provide excellent service and solutions.Responsibilities :Troubleshoot and resolve Level 1 & 2 technical issues via phone, email, chat, remote login, or onsite.Serve as an escalation point within the team.Manage tickets according to the ITIL Framework.Provide excellent customer service, ensuring positive satisfaction scores.Assist in implementing, configuring, supporting, and documenting client infrastructure.Meet SLAs and escalate as needed.Maintain communication with team leaders regarding issues.Collaborate across business units, including sales, finance, admin, and service teams.Selection Criteria :Onsite work experience is essential.Strong customer service skills and experience in a Service Desk environment.Experience in managed service or outsourced environments.Knowledge of Active Directory, Exchange, Windows Server (2012-2022), Office 365, and cloud technologies.Certifications like Microsoft or ITIL are highly regarded.Excellent communication and ownership of customer issues.Exposure to Microsoft Office 365 and Azure.Experience with virtualization (VMware / Hyper-V).Knowledge of Microsoft Server OS, Exchange Server, Remote Desktop, and VDI technologies.Desktop support experience.Networking experience with WatchGuard, UniFi, Cisco, LAN, WAN, etc.Experience with Service Desk tools like RMM, ticketing, and documentation tools such as AutoTask.Requirements :Victorian or Australian driver's license.Police Check (provided upon successful application).Working with Children Check (provided upon successful application).This role offers opportunities for skill development, a competitive salary, paid certifications and training, recognition programs, and other benefits.Applicants must include a cover letter explaining their suitability for the role; resumes alone will not be accepted.If interested, apply now to avoid missing out!
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