Field Service Technician

At IT Leaders we are a fun and dynamic team, dedicated to ensuring our clients' happiness through exceptional IT solutions and support. Our close-knit team is dedicated to living our values of “Trust, Integrity, and Accountability” and is committed to delivering top-notch service to our rapidly expanding client base. We're looking for a Field Service Technician to join us in making a difference. As a Senior Technician in the field, you will play a pivotal role in resolving complex technical issues, for our clients. 

Customer Service: 

• Resolve Support Tickets with speed and professionalism. 
• Provide advanced troubleshooting to deliver a friendly and helpful experience. 
• Engage with clients to discuss IT Solutions and ensure their satisfaction. 

Onsite Service Delivery: 

• Represent the company brand and live our values in a professional and friendly manner.
• Actively identify opportunities to help our clients improve upon their technical Solutions.
• Attend customer sites to assist in rolling out new projects or attend issues that cannot be resolved remotely.

Communication: 

• Manage and resolve escalated tickets while maintaining clear and frequent communication with clients. 
• Identify, communicate, and mitigate potential risks to the Service Delivery Team Lead and clients. 

Teamwork: 

• Mentor junior Service Team members. 
• Follow schedules provided by the Service Delivery Team Lead or Project Manager. 
• Develop and improve Standard Operating Procedures. 
• Promote security awareness and adhere to security procedures. 

General Requirements: 

• Dive into advanced technical challenges and innovate solutions. 
• Excellent communication skills, including active listening. 
• Adapt communication style to suit different audiences (vendors, peers, clients). 
• Possess a current Open Australian Driver's License. 
• Demonstrate a strong desire and ability to keep up with new and developing technologies. 
• Contribute to the development of groundbreaking products and support talent from within.

Technical Requirements: 

• Advanced knowledge of Windows operating systems, (macOS & Linux is a bonus). 
• Proficiency with remote desktop services and FSLogix. 
• Significant and knowledge and exposure to virtualization technologies (VMware, Hyper-V, etc.). 
• In-depth understanding of networking protocols, configurations, and troubleshooting (including firewalls).
• Advanced working knowledge of hardware components and server architecture. 
• Microsoft 365 expertise and troubleshooting skills, including security best practices. 
• Microsoft Server Administration knowledge. 
• Proficiency in scripting & automation (e.g., PowerShell, Python). 
• Cybersecurity expertise, including threat assessment and mitigation. 
• Experience with data backup and recovery solutions. 

Nice to Have: 

• Familiarity with the ConnectWise Suite (Manage & Automate). 
• Previous experience working at a Managed Services Provider. 
• Expertise in SQL Database administration. 
• Advanced knowledge of VOIP/PBX systems. 
• Experience and certifications with Sophos. 
• Knowledge of Veeam Backup solutions. 

Certifications:

At least 1 from this list

• Microsoft 365 Certified: Endpoint Administrator Associate
• Microsoft 365 Certified: Messaging Administrator Associate
• Microsoft 365 Certified: Teams Administrator Associate
• Microsoft 365 Certified: Administrator Expert
• Microsoft Identity and Access Administrator
• Network+
• VMCE

• A fun, inclusive and collaborative work environment where your voice matters. 
• Generous salary package reflecting your value in our team. 
• Continuous training and certification opportunities to stay ahead in your field.
• Exciting career advancement prospects within a rapidly expanding company. 
• The opportunity to work on cutting-edge projects and tackle technical challenges head-on. 

If you are passionate about technology, dedicated to client satisfaction, and ready to take your IT career to the next level, we want to hear from you. Joining us at IT Leaders allows you to become an important part of a dynamic team that makes a real impact in the world of IT solutions. 

If you believe you fit the criteria and you’re interested in this role, please ensure to include a cover letter that addresses the above and why you feel you are the correct candidate for this role. Please note, you must have full work rights in Australia to be shortlisted for this position.  All applications without a cover letter will be ignored.