Level 1-2 IT Support Engineer
What is on offer?
* Career development in a leading MSP
* Competitive training/certification and professional development
* Birthday gift voucher
* Monthly RDO's
* Flexible working arrangements
* Energetic and positive work culture – where people enjoy their job, have a laugh, and work together
About the Company
Our client is a recognised dependable Managed IT provider with over 12,000 users globally. Their goal is to utilise IT to empower businesses in achieving success in ways that can make the world a better place for all. They help their clients realise their own organisations' visions, which can come alive faster and better when the business' IT is well-maintained and secure.
They care for all their customers equally, regardless of location and they give the same excellent service, leveraging technology to help their clients reach business objectives. They continue to strive for excellence whilst upholding their core values: Customer First, Consistency, Teamwork.
Due to growth, our client is seeking an experienced IT Systems Support Engineer to join their dynamic Townsville Team. The role is open to both Level 1 and Level 2 Technicians offering a great opportunity to grow within a supportive and collaborative environment.
The Role
As an IT Support Engineer, you will provide technical support across the business, assisting with diagnosis, troubleshooting, and resolution of technical issues both remotely and onsite. You will work closely with the team and interact with customers to deliver high-quality IT solutions.
Key responsibilities include:
* Act as an escalation point for Level 1 support (for Level 2 candidates)
* Diagnose and resolve technical issues, including Level 1 and Level 2 tickets
* Provide IT support remotely and onsite as required
* Manage and administer tickets, including rescheduling work
* Build and maintain relationships with 3rd party vendors and manage vendor-related issues
* Maintain and update systems such as RMM, CRM, Ticketing, and other business tools
* Document IT standards in ITGlue and create user documentation for repeatable tasks, changes, and new systems
* Undertake service work for customers as directed by the Service Operations Manager or Dispatch team
The successful candidate
* Experience working in an MSP environment is a MUST
* At least 1 year of experience for Level 1 candidates, or 3+ years for Level 2 candidates
* Relevant IT certifications (CompTIA A+, Microsoft, etc.)
* Strong understanding of networking, security, servers, storage, and cloud solutions, with the ability to troubleshoot technical issues
* Exceptional customer service skills and ability to work effectively in a team
* Willingness to assist and support colleagues as required
* Strong time management skills and the ability to prioritise tasks effectively
* An interest in business operations and proactive in seeking solutions that drive positive outcomes
Core technical expertise required
* Understanding of ITIL & SLA's
* Office 365 support
* IP Telephony experience
* Windows Server Solution Design, Admin & Support
* Strong AD, GPO including Azure AD and other Windows Services
* Good to have: Virtualisation technologies (VMWare), Networking Technologies (Cisco/Aruba/Dell), Firewall/Security Technologies (Sophos)
* ConnectWise Manage or other ticketing system knowledge
In return you will work within an established organisation, who continue to build upon their operational maturity and market position. You will be paid commensurate with your experience and will start immediately.
Do not miss this opportunity, APPLY NOW!