Join Computerman, a leading Managed IT Service provider based in Cairns, QLD, dedicated to securing, scaling, and supporting Small to Medium businesses' IT infrastructure and Cloud, with a strong emphasis on cyber security.
What We Offer As An MSP:
* Secure, Scalable, and Reliable IT Support for Networks and Cloud
* Bespoke Cloud Migration and Support Services
* Focused IT solutions for the Small to Medium business market
Role Description
Join our team as a full-time, Level 2 Information Technology Engineer and become an integral part of our commitment to supporting clients with quality, efficiency, and integrity.
For Level 2 (in addition to Level 1):
* Previous experience in a help desk or technical support role.
* Advanced troubleshooting skills for hardware, software, and network issues.
* Familiarity with ticketing systems and ITIL best practices.
* Ability to mentor and assist Level 1 team members.
We're Looking for Someone Who:
* Understands when and how to take initiative
* Possesses a passion for what they do
* Has a willingness to develop and progress
* Easy-going work environment and culture
* Flexibility to work from home when scheduling allows
* Stand-up desk and high-powered laptop
* A proactive approach to ongoing training for life-long skills development
* Team social events
* Location in a tropical paradise
Responsibilities
Customer Service:
* Address and resolve escalated helpdesk tickets
* Enhance clients' experience with prompt, friendly, and efficient service
* Offer advanced, remote troubleshooting assistance
* Provide remote hardware maintenance and support
Ticketing System & Monitoring:
* Utilize the Ticketing System for resolving Helpdesk Tickets & Service Requests
* Manage and record all work through the Ticketing System
* Ensure Client Documentation is well-maintained
* Review RMM dashboard and apply remediation actions
* Monitor regularly scheduled/automated actions
Project Work:
* Assist with project delivery on-site or remotely as needed
* Communicate ticket status to clients at every step
* Submit timesheets and expense reports as per SOPs
* Identify, communicate, and mitigate potential risks
Team Work:
* Mentor junior team members
* Follow schedules provided by the Service Manager
* Adhere to Standard Operating Procedures
* Contribute to the process of innovative change
Criteria
Skills & Attributes
* English as your first language
* Ability to take constructive criticism professionally
* Strong problem-solving skills
* Advanced understanding of support tools and techniques used in MSP's
* Advanced diagnosis skills and critical thinking for technical issues
* Advanced experience with Microsoft 365
* Ability to type quickly and accurately while on the phone
Nice to Have:
* Familiarity with ticketing, RMM, and PSA software
* Proficiency in remote support tools
* Client experience certifications (e.g., Helpdesk Habits)
* Background in IT support or with a Managed Service Provider (MSP)
Facebook
LinkedIn
Email
Apply Now
Name *
Email Address *
Phone Number *
Upload Resume * No file chosen .doc .docx .pdf (10mb Limit)
Introduce Yourself *
Other Jobs
We provide professional IT support for Cairns businesses. Specialising in managed IT services, Microsoft 365, 3CX phone systems, networking & custom IT solutions specifically designed to meet your needs.
#J-18808-Ljbffr