Summary
We are seeking a highly skilled Service Desk Engineer (Level 2/3) to join our team. The successful candidate will be responsible for providing technical support to end‐users, troubleshooting and resolving technical issues, and ensuring the smooth operation of our IT systems. The Service Desk Engineer will work closely with other members of the IT Integrity and customer teams to ensure that all IT‐related issues are resolved in a timely and efficient manner.
Responsibilities
* Provide technical support to end-users via phone, email, or in-person.
* Troubleshoot and resolve technical issues related to hardware, software, and network connectivity.
* Escalate complex issues to senior members of the team as needed.
* Monitor and maintain IT systems to ensure optimal performance and availability.
* Install, configure, and maintain hardware and software systems.
* Create and maintain documentation related to IT systems and processes.
* Participate in IT projects as needed.
Qualifications
* Bachelor's degree in Computer Science, Information Technology, or related field.
* 3+ years' experience as an L2/3 Engineer / Support role.
* Strong knowledge of Windows and Mac operating systems.
* Experience in commercial IT technologies including cloud‐based services, networking, application support, coding (PowerShell and Power Apps), and server configuration.
* Excellent Microsoft platform expertise including Active Directory, Group Policy, Microsoft 365, Office 365, Intune, Teams, and hybrid on‐premise and cloud/Azure solutions.
* Solid background with Wintel and virtualization and enterprise storage solutions including VMware and Hyper‐V, enterprise backup solutions, data/image replication, etc.
* Familiarity with enterprise network, wireless, server and storage hardware platforms including HPE, EMC/Dell, Cisco, Ruckus, Lenovo, Aruba, Fortinet, Sophos, etc.
* Strong understanding of TCP/IP, Layer 3 switching, VLANs, routing, firewall security, wireless, etc.
* Excellent communication and customer service skills.
* Ability to work independently and as part of a team.
* Strong problem‐solving and troubleshooting skills.
* Experience working in or with an MSP.
Citizenship
Applicants must have Australian Citizenship or Residency.
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