Level 2-3 IT Systems Support Engineer

Level 2-3 IT Support

Our client has been supporting business and developing their IT infrastructures through the smart and effective use of technology since 1995. They provide leading end-to-end IT solutions to empower small to mid-sized businesses and organisation’s to take a holistic approach to building intelligent solutions for their environment, whether it is in the cloud, on premises or a hybrid model.

Due to growth, we are proud to be representing them to find their IT Systems Support Engineer (Level 2-3) to be based in Windsor, QLD.

THE ROLE

The IT Systems Support Engineer (Level 2-3)) plays a critical role within the organisation, responsible for providing advanced technical support and expertise to clients. As a senior member of the managed services team, you will be tasked with resolving complex technical issues, implementing and managing advanced IT solutions, and providing guidance and support to junior engineers.

Responsibilities:

• Act as the final point of escalation for the Managed Services environment
• Respond to and resolve phone and email escalations in a professional, timely manner with an emphasis on high quality customer service
• Provide escalated technical support to clients, resolving complex issues related to networking, systems, and infrastructure.
• Proactively monitor and maintain clients' IT systems and infrastructure to ensure optimal performance, reliability, and security.
• Manage advanced IT solutions, including cloud services, virtualization, and network infrastructure.
• Collaborate with clients to understand their business requirements and provide strategic IT recommendations and solutions.
• Serve as a subject matter expert on a wide range of technologies, staying informed about emerging trends and developments in the IT industry.
• Mentor and provide guidance to junior engineers, assisting with technical issues and professional development.
• Document all technical processes, procedures, and configurations, ensuring accuracy and completeness.
• Communicate effectively with clients and internal teams, providing updates on technical issues, project statuses, and recommendations.
• Continuously seek opportunities to improve processes, procedures, and technologies to enhance service delivery and customer satisfaction.

SKILLS AND EXPERIENCE

To be successful, you must possess the following:

• Proven experience as System Engineer, Senior System Engineer or IT Administrator
• Tertiary qualifications in an IT or related discipline
• Technical certifications such as– Microsoft 365, Azure, Security and Compliance
• Preferably experience in Managed Service Environment
• Have proven experience or capability to act as a Managed Services Consultant with ability to conduct yourself as the final point of escalation
• Great communication skills and phone manner
• Empathy and ability to listen to the customer and understand the business criticality of your job for our client
• Accountability – ability to take accountability & deliver customer satisfying results
• Have a sound technical knowledge of server, storage, Backup, Security, Cloud & Network infrastructure.

Technical Skills & Capability Required:

• Troubleshooting and administering: ability to resolve and restore broken AD, servers, cloud or network
• End user troubleshooting, Directory Sync/Azure AD, User Account Management
• Ability to conduct client site visits if the issues cannot be resolved remotely
• Server infrastructure including: Active Directory, DNS, Windows Servers (various generations), DHCP, Microsoft Exchange & Office365, server monitoring & patching
• Cloud & Virtualisation: Ability to build & support MS Azure cloud infrastructure, MDM
• Networking Troubleshooting: Strong knowledge & understanding of IP Troubleshooting, Subnetting, Core understanding of routing, Connectivity issues, Firewall related issues, bridging port access
• Back up & Disaster Recovery

This role is a fantastic opportunity to further develop your technical skills and progress to the next level. A great team environment, competitive salary and other benefits are on offer for the successful candidate! Apply today, and shortlisted candidates will be contacted immediately.