Level 2 Engineer

About the business and the role

KMT launched in 2010, specifically to work for Small to Medium businesses in Australia. And we have grown on average 78% each year since inception. We have achieved this, quite simply, by focusing on the needs of our clients and keeping our team and our clients up to date with the latest innovations in IT. 

KMT are "changing the game" in the managed services sector and are seeking a Level 2 Engineer to join our "United" and "Accountable" team on a permanent basis.

We are not just looking for someone to fill the role. We are looking for a special person with a passion for providing superior customer service to our client base, as well as someone who is keen to develop a long term career within the IT industry.

The purpose of this role is to provide a high standard of remote, telephone and email support to our customers, by providing service excellence in every engagement and acting as the escalation point for the level 1 support team.

Job tasks and responsibilities

To be successful, you must possess the following:

• Exceptional customer service skills & demonstrated experience within a Service Desk environment - Level 2 IT Support
• Demonstrated experience in a managed service/outsourced capacity, responsible for escalation and technical support for complex issues
• Phenomenal verbal and written communication skills
• A vibrant, flexible and can do attitude
• Willingness to learn by putting in the 'hard yards'
• Ability to make decisions, problem solve and troubleshoot whilst under pressure
• Excellent time management and organisational skills
• Sound experience in active directory, exchange, windows server 2012-2016, office 365 and other cloud based technology 
• A degree in IT or related discipline is a definite advantage
• Qualifications in ITIL, VMware would also be a distinct advantage

Skills and experience

• Previous work experience in a Managed Service Provider company is preferred
• Certifications (Microsoft/ITIL) will also be highly regarded!
• You will be a great communicator, be known for your outstanding customer service and taking ownership of customer issues to get them resolved.
• Must thrive in a team environment
• Be willing to assist and mentor members of the Service Desk team
• Proficient in Microsoft Office 365 and Azure
• Virtualisation technologies (VMware/HyperV)
• Microsoft Server Operating Systems
• Microsoft Exchange Server and Services
• Microsoft Remote Desktop and other VDI technologies
• All forms of Desktop Support
• Microsoft Office Environments
• Preferred networking experience with Fortinet, Cisco, LAN, WAN etc
• Experience providing Senior / Proactive IT advice and strategy
• Experience in Service Desk tools like Remote Monitoring and Management, IT Service Desk ticketing (Connectwise) and documentation tools like IT Glue

Job benefits and perks

KMT invest in our people through formal and informal training opportunities, provide regular team social events, monthly team lunches and employee discounts. Our growth trajectory continues to increase so now is the time to join our business!

Apply today, as shortlisted candidates will be contacted immediately.