Job Description
- Highest point of escalation for the service desk
- High customer satisfaction driven environment.
- Fantastic Work Environment – unique career opportunity
You will be final point of escalation for the service desk team. You will be acting as the technical go-to and leader for the service desk team, providing not only the highest point of escalation but also the training and mentorship to the service desk team.
Common Requirement:
As a L3 engineer you must have:
- Excellent communication in order to communicate and document the resolutions to client’s problem
- Strong technical skills and sense to leadership
- Excellent technical understanding and problem solving skills to get the work done in effective and timely manner
- Excellent customer advocacy, organizational & communication skills, both written and verbal skills
Job tasks and responsibilities
- Provide End-user support
- Resolve the end user technical problems or incidents that Level 1 and Level 2 team was not able to resolve
- Conduct root cause analysis and resolve repeat issues
- Take the ownership of P1 and resolve the problems in a timely manner
- Ensure high level to customer engagement and satisfaction
- Maintain a consistent high standard of professional interaction both over the phone, on email or face to face with clients.
- Ensure high quality of service
- Provide technical leadership and mentorship to the team
- Help uplift the overall technical capability of the team by providing training to the team and building knowledgebase
- Identify and contribute ideas to increase the overall team efficiencies and reduce client reactive noise (tickets per endpoint & reactive hours per endpoint).
- Responding to and resolving phone and email tickets in a professional, timely manner with an emphasis on high quality customer service (target of 70% first contact resolution)
- Ensure response timeframes of tickets provided by Service Co-Ordinator are adhered to and that any breach is notified to the relevant stakeholders ahead of time.
- Identify and remediate any inconsistencies and/or errors in client documentation and processes.
- Manage tickets in queue, forward scheduling where required, ensuring that escalation processes are followed and that clients are kept updated with changes and/or delays in ticket progression.
- Provide high level of technical capability
- Act as highest point of escalation to resolve the problem effectively and efficiently.
- Troubleshoot user issue to find a temporary ‘fix’ but provide and document a permanent fix once the client is operational again.
- You must have below mandatory skills as well:
- MS Windows Server Administration
- Exchange Server / Exchange Online / Office 365
- SQL Server Administration
- Hyper-V & VMWare Administration
- Networking Skills (Routing / NAT / VLAN)
- Troubleshooting skills across multiple technologies
- Desktop Support
Experience & Qualification:
- Able to prioritize work and succeed under deadlines
- At least 6+ years of experience in a Service Desk / Incident Management Role
- Experience with a ConnectWise (ticketing system) and and NCentral
- IT industry (TAFE or Univ. Qualification)
- Tertiary qualification and relevant industry certifications Azure, M365, MCITP, MCSE, VCP, CCNA, Datto, VMWare
- Strong Experience (and preferably certifications) in VMware, Microsoft Server Suite of products.
- Must have a full Driver's License and their own car to attend client sites
- Knowledge of ConnectWise (PSA) preferably
- Continually grow and further personal development and education
- Outstanding organizational and multitasking skills
- Ability to genuinely connect, understands, and helps people.
- Attention to detail and a pride in the quality of work.
- A strong desire & motivation to grow and develop.
- Strong communication and relationship building experience
- Australian citizen or permanent resident
On Offer:
- Competitive Remuneration
- Permanent position
- Excellent client engagement role
- Excellent office & culture -where people enjoy their job, and always learn a lot
- Fast growing IT Consulting company
- Exposure to latest technologies
- 100% projects based role
How to apply
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