About the role
We are excited to welcome an energetic and motivated Level 2 Service Desk Engineer to our team. This full‐time role will be based within our Perth office in Osborne Park, where you will provide a mix of remote support to our clients nationwide and occasional on‐site support to our Perth‐based clients.
Responsibilities
* Deliver exceptional customer service support to a variety of environments.
* Provide support for a mix of servers, workstations, applications, and Microsoft 365 environments.
* Liaise with a range of users, suppliers, software, and hardware vendors to ensure an optimal outcome for our clients.
* Ensure end‐to‐end ownership on support requests, providing regular updates to stakeholders until resolution.
* Document all actions and resolutions within our ticketing system.
* Contribute to the upkeep of client documentation and knowledge base articles for common issues.
* Provide escalated support and mentorship to L1 front line service desk team members and take escalated tickets as required.
* Escalate to senior team members/leaders when required.
Benefits and perks
* A great working environment with a high performing team.
* Bonuses on offer for high‐performing team members.
* A workplace that places value on attitude and initiative, providing opportunities for progression for individuals that put in the effort.
* Hybrid working from home arrangements.
* A 360‐degree feedback and rewards platform that is used daily by the whole team.
Skills and experience
* Minimum of 2 years experience in a L2 IT Support Role (MSP preferred).
* Experience with Microsoft Windows Server and desktop operating systems.
* Experience with Microsoft Active Directory, RDS, VDI.
* Exposure to security‐related software and processes (AV, EDR, MDR, ITDR, etc.).
* Experience using ticketing systems.
* Strong verbal and written communication skills and professionally presented.
* Customer‐centric approach.
* Ability to work and perform under pressure in time‐critical scenarios.
* Hold current C class driver's licence and own car.
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