Ict Support Technician Level 2

Level 2 IT engineer 

About Us

Best IT and Business Solutions is an IT Managed Services Provider (MSP) that has evolved over the past 20 years into a versatile organization with offices in Perth, Broome, Karratha, Kununurra. We provide complete integrated IT solutions for small to medium businesses across Western Australia.

We are looking for someone who values continual learning and improvement as much as we do. The successful applicant will provide IT support to our diverse client base include Corporate, Government, Healthcare, Mining and Not-for-Profit clients with a team of engineers based throughout the state.

Why Best

• 4-day work week (32 hours per week). 
• Professional Development and upskilling with relevant certifications.
• Work-Life Balance – We mean it. 
• A great work culture with a collaborative, supportive, and enthusiastic team

The role:

The role will be based in our Broome Office as Level 2 engineer within our Managed Services department and will provide support for our clients around the state via our service desk ticketing system, email, onsite and over the phone. 

About you

• 3+ years’ experience working in MSP environment with Level 2 support experience.
• Highly motivated with a "can do" attitude and a team player with a high level of trust and integrity.
• Solutions focused mindset and an active team member providing continuous improvement to our customers.
• Excellent communications skills and interest in working with a variety of customers.
• Good time management skills and an ability to prioritise tasks.
• A mindset that supports professional growth and development
• Effectively executing tasks both on-site and remotely for customers
• Hold relevant industry certificates.  
• Experience in Essential 8 implementation will be highly regarded. 

Essential Technical knowledge:

• Endpoint Management – Intune (or equivalent)
• Office 365 / Azure AD User Administration
• Microsoft Azure Active Directory
• Server Management inc. Active Directory User / Groups / DNS Management
• Networking / Firewall experience Sophos, Watchguard, and UniFi products
• Veeam, Datto backup experience
• Voice / IP Telephony / 3CX experience
• Google Cloud Platform 
• Kaseya VSA and IT Glue (desirable)
• VMware / Hyper-V experience (desirable)
• Experience working within an ITSM environment and familiarity with ITIL processes (desirable)
• ITIL Foundations accreditation (desirable)

General responsibilities/duties:

• Managing and resolving level 1 & 2 support issues through our ticketing system
• Assistance in development and maintenance of our clients IT systems
• Meeting client SLA's
• Clear concise communication with both clients and other team members/engineers
• Identifying areas of improvement through technical exploration
• Reporting on tasks achieved and issues identified.
• Creating and maintaining Documentation
• Assist in creating a team culture that encourages a client focus and a view of working together to find and deploy solutions to problems.
• Determining software and hardware requirements to provide solutions 
• Responding to inquiries about software and hardware problems
• Adapting existing programs to meet users' requirements
• Installing and downloading appropriate software
• Ensuring efficient use of applications and equipment
• Implementing computer networks
• Designing and maintaining websites
• Repairing and replacing peripheral equipment such as terminals, printers and modems
• Must have the right to work in Australia.

This is an ongoing, full-time role with a Negotiable Salary dependent on experience. 

Flexible working arrangements can be discussed including working from home and the office. This is an excellent opportunity to join this growing Australian business that offers a fantastic and friendly culture.

Please send a resume complete with experience and references.'

Matt Sear
Managing Director
Best IT & Business Solutions