It Service Desk And Field Technician (L2)

At Urban IT, we rely on our Managed Services team to serve as the backbone of support and customer service to ensure the best experience possible for our clients. As a Level 2 IT Engineer, your role is responsible for handling service requests for the Service Delivery Team. These requests could be either in the form of a ticket or an onsite visit to a client’s practice (Healthcare)

This role will also be responsible for day-to-day technical tickets in such areas as networking, Microsoft 365, server deployment (bare metal & virtual), dental and healthcare applications as well as leading project-driven works. You will work in conjunction with the other technical teams within the business to achieve the highest level of customer service and support. 

This role interacts directly with our clientele via phone, email, and occasionally, on-site visits. You will be expected to work full time in our office located 20min west of the CBD. 
This is an office-based role and ideally suits someone located in Melbourne’s West.

• Technical Background or Completion of a Technical Degree or Course

• Sound understanding of support tools, techniques and how technology is used to provide services
• Sound understanding of operating systems, business applications, printing systems and network systems
• Sound diagnostic skills of technical issues related to end-user hardware & software and network devices
• Sound experience and knowledge of working with the Microsoft 365 Platform
• Must be able to type quickly and accurately while talking on the phone
• A deep desire to deliver an amazing Client Experience
• Advanced knowledge of IT Applications, Software & Hardware
• The ability to speak both Geek and human 
• Great Communication skills, founded in being a good listener
• Drivers license, be willing to complete a Police & Working with Children checks.
• The ability to keep up with & adapt to the fast-paced IT world

• Experience using a Ticketing system / RMM Tool and PSA software 
• Experience providing support via remote tools
• Experience handling Technical Service Tickets
• Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
• Client Experience Certifications such as Helpdesk Habits etc.
• Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.
• Experience managing cloud services such as Microsoft Office 365
• Experience using ConnectWise Manage
• Experience using Datto Product Family (RMM & Commerce) 

PERKS

• Enjoy your birthday as a paid day off 🤓
• Several teams building and social team events throughout the year
• An easy-going environment and culture (we all enjoy what we do) 
• Your own Fitbit and Fitbit Plus Subscription (we often compete as a team)
• An ergonomic chair & monitor configuration and a high-powered laptop
• A proactive approach to ongoing training to help you develop life-long skills