Job Description
1. Outstanding customer service and Level 2 support skills
2. Enthusiasm to learn and grow
3. Opportunity with good exposure in a team with great culture
Our client an established, successful Managed Service Provider to small and medium enterprises throughout Australia. They offer our clients a range of services including 24 hour service desk, network monitoring, telephony and WAN solutions, private and public based cloud based solutions and other project based works.
About the role
We are looking for a motivated and ambitious Level 2 Technical Support Engineers with highly developed communication and interpersonal skills. The candidate must have a minimum of 2 years working in an MSP Support Desk environment. An interest in training and personal development is essential with career growth available in towards a Level 3 role.
Role and Responsibilities:
The role will require you to provide both remote and on-site support to our customer base. Customer service is a key element of this role as there will be times where you will deal directly with key stakeholders. Other elements of the role include:
4. Work with a ticket based system, managing your own tasks and incidents
5. Work with 3rd party vendors and resources for incident, issue resolution and change requests
6. Deal with escalations from level one technicians
7. Contribute to the development of processes for proactive maintenance and monitoring systems and schedules for customers
8. Identify improvement opportunities to help deliver high quality service
9. Ability to produce and recognise opportunities to produce technical documentation
10. Provide assistance with project based work when required
Experience and Skills Requirements:
11. Be customer focused and able to multitask and deal with customers of varying IT capability.
12. Have outstanding customer service skills.
13. 2+ years MSP service desk experience mandatory
14. IT Certifications / Degree / Diploma preferred
15. Apple MacOS support
16. Windows Desktop support
17. Microsoft 365 and Azure knowledge
18. Experience with Windows Server, Active Directory and Exchange server
19. TCP/IP + DNS + DHCP
20. Ability to work autonomously within a geographically spread team
21. Excellent communication customer service skills
22. Full Australian Driver’s License and own car
On Offer:
23. Competitive Remuneration
24. Permanent position
25. Excellent office & culture -where people enjoy their job, and always learn a lot