ICT Support Engineer Job Description
We are seeking a skilled IT Support Engineer with experience in a Managed Service Provider (MSP) environment. This is an exciting opportunity to join our team and work with a diverse client base, providing technical support and ensuring the smooth running of our technical support team.
The ICT Support Engineers provide technical support to internal and external clients across Australia. They ensure that all work is carried out in accordance with Service Level Agreements, company policies, and our Standard Operating Processes.
This is a hands-on role that requires technical skills, self-management, and team-player qualities to ensure the smooth running of the technical support team. You will be responsible for daily end-user support and meticulous and responsive maintenance of IT Systems, ensuring a high level of service is maintained.
Key Responsibilities:
* Answer incoming support inquiries via various channels
* Maintain ticket backlog, recording support activities in our Help Desk ticketing system and follow up within Service Level Agreement targets
* Perform incident triage and maintain ownership until resolved or escalated for further research
* Resolve incidents promptly following company guidelines and protocols, ensuring customer service and client outcomes are delivered
Requirements:
* Minimum of 2 years in an IT support role within an MSP environment
* Experience with endpoint management and support for Windows and macOS
* Hands-on experience with Microsoft 365 administration and Autotask PSA
* Familiarity with backup and disaster recovery solutions
* Strong understanding of cybersecurity principles and network security best practices
Benefits:
* Opportunity to work with a diverse client base
* Professional development opportunities
* Collaborative and supportive team environment