It Service Desk / Level 1 And 2 Positions Available.

Job description 
 

About Us

Join Computerman, a leading Managed IT Service provider based in Cairns, QLD, dedicated to securing, scaling, and supporting Small to Medium businesses' IT infrastructure and Cloud, with a strong emphasis on cyber security.

What We Offer As An  MSP:

• Secure, Scalable, and Reliable IT Support for Networks and Cloud
• Bespoke Cloud Migration and Support Services
• Focused IT solutions for the Small to Medium business market

Role Description

Join our team as a full-time, Level 1 or 2 Information Technology Engineer and become an integral part of our commitment to supporting clients with quality, efficiency, and integrity.

For Level 1:

• Basic understanding of IT concepts and troubleshooting.
• Strong communication skills with a customer-focused approach.
• Ability to follow standard operating procedures and protocols.
• Eagerness to learn and adapt to new technologies.

For Level 2 (in addition to Level 1):

• Previous experience in a help desk or technical support role.
• Advanced troubleshooting skills for hardware, software, and network issues.
• Familiarity with ticketing systems and ITIL best practices.
• Ability to mentor and assist Level 1 team members.

We're Looking for Someone Who:

• Understands when and how to take initiative
• Possesses a passion for what they do
• Has a willingness to develop and progress

Skills & Attributes

Desired:

• English as your first language
• Open driver's license
• Ability to take constructive criticism professionally
• Strong problem-solving skills
• Excellent communication skills
• Advanced understanding of support tools and techniques used in MSP's
• Advanced diagnosis skills and critical thinking for technical issues
• Advanced experience with Microsoft 365
• Ability to type quickly and accurately while on the phone

Nice to Have:

• Familiarity with ticketing, RMM, and PSA software
• Proficiency in remote support tools
• Technical service management experience
• IT certifications (Microsoft MCP, MCSA, MCSE, ITIL, ITSM, etc.)
• Client experience certifications (e.g., Helpdesk Habits)
• Background in IT support or with a Managed Service Provider (MSP)

Responsibilities & Tasks

Customer Service:

• Address and resolve escalated helpdesk tickets
• Enhance clients' experience with prompt, friendly, and efficient service
• Offer advanced, remote troubleshooting assistance
• Provide remote hardware maintenance and support

Ticketing System & Monitoring:

• Utilize the Ticketing System for resolving Helpdesk Tickets & Service Requests
• Manage and record all work through the Ticketing System
• Ensure Client Documentation is well-maintained
• Review RMM dashboard and apply remediation actions
• Monitor regularly scheduled/automated actions

Project Work:

• Assist with project delivery on-site or remotely as needed

Communication, Reporting & Risk Management:

• Escalate tickets requiring Service Manager support
• Communicate ticket status to clients at every step
• Submit timesheets and expense reports as per SOPs
• Identify, communicate, and mitigate potential risks

Team Work:

• Mentor junior team members
• Follow schedules provided by the Service Manager
• Adhere to Standard Operating Procedures
• Contribute to the process of innovative change

Perks:

• Easy-going work environment and culture
• Flexibility to work from home when scheduling allows
• Stand-up desk and high-powered laptop
• A proactive approach to ongoing training for life-long skills development
• Career growth opportunities
• Team social events
• Location in a tropical paradise