LEVEL 3 SUPPORT ENGINEER
About Us
At ENTAG we help businesses thrive! We are a technology services business, partnered with Australia’s largest telecommunications supplier, delivering innovative ICT services and solutions to small, large, enterprise and government customers. Our growing team is made up of Business and Technology Consultants, Project Managers and end-to-end Solution Delivery Experts.
About the Position
We are seeking a Level 3 Support Engineer who will be responsible for providing advanced technical support for complex IT issues. In addition, you will also provide escalation support, mentor Level 1 and 2 team members and develop internal processes for customer reporting.
In this role you will:
•Provide input into the operations and processes of the Managed Services team
•Drive system automation and process improvement to deliver great outcomes for our customers
•Own the development and continuous improvement of customer reporting
•Support our Business Development Managers in presentation of customer reporting and pre-sales work
•Review customer environment, providing recommendations and advice as required
•Develop and maintain technical documentation of customer environments, internal process and procedures
•Write, review, and implement change request and test plans to facilitate major changes within customer environments
•Contribute to the maintenance and improvement of MSP systems and tooling (RMM, Reporting, Ticketing systems, Dashboards etc)
About You:
You will have:
•3+ years of demonstrated experience as a Level 3 Systems Administrator and working for a MSP
•Strong experience in Microsoft 365, SharePoint Online, Microsoft Teams, Entra ID/Conditional Access, Intune, Azure Virtual Desktop & VM, storage, and virtual networking
•Prior experience working in a Managed Service Provider (MSP)
•Solid understanding of networking principals and technologies such as DNS, DHCP, NAT, Wi-Fi
•Experience with Fortinet and Cisco Meraki (desirable)
•Experience would be advantageous with AvePoint solutions, including Policies & Insights, Fly, Cloud Backup and Opus
•Proven experience creating and presenting technical reports to customers
We offer:
•Career progression underpinned by our learning platform and role and/or team pathways
•Flexibility around hours and office location with WFH available
•Additional leave options including birthdays off, service recognition leave days, purchased additional annual leave and a 9-day fortnight option
•Reward and Recognition Program
•Team social events including running/walking club and hiking group adventures
•Employee Assistance Program
•Employee Referral Program
How to apply
If this role sounds like you, apply by submitting your cover letter and resume by clicking on the link. Please note that the short-listing process will commence immediately and only applicants successful through the short-listing process will be contacted.