IT Support Engineer (Level 2)

IT Support Consultant

Level 2 IT Support

What is on offer?

• Career development in a leading MSP
• Competitive training/certification and professional development
• Full employee welcome kit
• Birthday gift voucher
• 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, we are seeking an experienced IT Support Engineer (Level 2) to join their dynamic Townsville based team.

The Role

The IT Support Engineer (Level 2) will be responsible for providing diagnosis, troubleshooting and resolution of complex technical issues both remotely and onsite.

Responsibilities

• Ticket administration: resolve and manage escalated helpdesk tickets and service requests, follow up on service tickets when required
• Provide both remote and onsite Level 2 IT support
• Work to the daily schedule as set out in calendar
• Undertake service work for customers as directed by Service Operations Manager or Dispatch team
• Documentation of standards in IT Glue and create user documentation for repeatable tasks/changes/new systems
• Build and maintain relationships with 3rd party vendors and manage any issues that may arise
• Ensure customer satisfaction and positive client experience
• Take initiative in helping with Level 1/2 untouched tickets

Required Qualifications

• MSP experience is a MUST
• Minimum 3 years of experience providing solid Level 1-2 support
• Technical ability to match resources to technical issues appropriately
• Experience using ConnectWise Manage or other ticketing systems
• Strong knowledge of Office 365, Azure, VMWare, Hyper V, switches, routers, firewalls, Sophos
• High level of customer service and ability to comply with Service Management processes
• Tertiary qualifications in an IT or related discipline is an advantage
• Relevant qualifications or certifications such as CompTIA Network +, Sophos Central Endpoint and Server v3.0 – Engineer, Microsoft certifications
• A valid driver’s license
• A blue card would be desirable, if not the ability to get one!

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!