It Help Desk Team Member - Msp

Company Background

TechBrain was founded in 2002 and has been growing ever since.  We have a loyal and active client base of business, government and non-profit organisations from over 30 industries including health, professional services, mining, engineering, insurance and finance.  With a newly fitted out Head Office with end of trip facilities in Subiaco, Western Australia, and customers requiring support around Australia our company prides itself on proactively wowing customers with intelligent solutions and exceptional service.  Our industry leading Net Promoter Score is testament to this.

 Why join Team TechBrain?

There are MSP's and then there is TechBrain, the IT Expert's MSP.

TechBrain wants to be as proud of the people we develop, as we are of the business we develop.  To do this we work hard on building a company we love.  What does this mean for you when you join Team TechBrain? 

• TB Champions Award to recognise “top jobs” that exceed expectations, overcome challenges and demonstrate the value of collaboration
• Growth & Learning Award to recognise outstanding individual focus on development
• WOW Award to recognise individuals who pursue remarkable customer outcomes
• Business Improvement Award to recognise those who create large impact and value for TechBrain
• Loyalty Awards to recognise Team Members who are loyal
• Overall employee of the year (Trophy and Gift Vouchers)
• Quarterly team building events
• Free Online Leave and Book policy to help you grow and develop in areas related to what you do at TechBrain
• Interesting People policy to help you connect with and learn from other successful people
• Funky Sock Friday as a fun way to welcome new Team Members, celebrate birthdays and engage customers
• Social Contribution to recognise that we make a living from what we get but a life from what we give
• Unlimited Unpaid Annual Leave to enable you to pursue life-long ambitions outside of the great work you do at TechBrain

Most of all TechBrain is committed to delivering a high level of support to every Team Member to ensure they are motivated, inspired and encouraged to become the best versions of themselves.  If this describes your ideal work environment, then this is the place for you.

The Role

Due to continued growth, we are looking for an experienced Level 2 Team Member to join our amazing Response Team (aka the Help Desk).  Ideally, we seek an experienced person with MSP experience, however if you have general IT experience, a passion to learn many diverse systems and love customer service, then we are also keen to talk to you.

Reporting to the Service Delivery Manager, you will be working with our clients in the mid-market space (100-700 seats).  This is the right role for a candidate that wishes to specialise in a career that delivers solutions to this market. 

This is an exciting opportunity to be part of a business that is growing strongly and poised to become the Managed Service Provider of choice for clients and employees alike.  As a member of the Response Team you will have the opportunity to contribute directly to the success of the company by not only providing an excellent service to our clients and their Team Members, but by building outstanding client relationships to ensure that they feel like valued members of the TechBrain family.  And we want you to join us!

Responsibilities:

• Ticket creation - documenting problem descriptions and technical background
• Ticket triage
• Providing support based on priority of tickets as per the Response Team Board
• Escalations, handling escalations from fellow Team Members. 
• Updating documentation to reflect changing environments and knowledge
• Complete backup checks
• Mentoring L1 staff 
   

The successful candidate will have:

• A funky pair of socks (but if you don't, we will give you get some when you start and on your birthday).
• Highly skilled client support and relationship management skills.
• The ability to assist non-technical people understand technical aspects.
• Exceptional planning and organisation skills.
• High level written and documentation skills.
• Excellent troubleshooting skills.
• At least 2 years of tenure with one employer in the last 6 years.
• The following would be well regarded, but not essential:

1. MSP Help Desk or external provider experience, and experience in providing detailed account of time for billing purposes.
2. ITIL Foundation Cert (current or in progress).
3. MCP in the latest Windows Desktop Operating System.
4. Server Issues (Level 2)
5. Desktop troubleshooting (Level 2).
6. AD / Exchange / Office 365 (System admin capability)
7. ConnectWise (Manage)
8. N-Able RMM
9. Sentinel One, Trend, Storagecraft and Veeam products and services

The ideal person for this role would be someone who:

• Takes genuine pleasure being in a fast-paced environment.
• Is a confident verbal communicator, who is always eager to help people and exceed their expectations.
• Has a thirst for knowledge and loves learning new IT systems and software.
• Is an excellent organiser and scheduler of their own work.
• An excellent team player with a great sense of humour.
• Wants to develop strong relationships with our clients and Team Members, because working with people is fun.
• Loves a varied workload and who is adaptable to changing work demands.
• Is always thinking up potential improvement opportunities and innovations, because there is always a better way of doing things.

Want to Know More?

Call Narelle (HR) on 0419 934 *** anytime of the day or week.

Ready to Apply?

If after reviewing this advertisement you find that this role is a good match for your interests and passions, please send us an application containing a cover letter and resume. 

Note: All final applicants for this position will be asked to consent to a pre-employment medical and a criminal record check. Please note that people with criminal records are not automatically barred from applying for this position. Each application will be considered on its merits.

Please do not apply unless you are committed to the entire process. This process is essential to ensure that we get the best match for both our team and the successful individual.

*To be successful, the candidate will be required to provide evidence of claimed qualifications or experience and currently be able to work in Australia.*