Level 2 It Support Engineer

Level 2 IT Support Engineer 

What is on offer? 

• Career development in a leading MSP 
• Competitive training/certification and professional development 
• Birthday gift voucher 
• Monthly RDO’s 
• Flexible working arrangements 
• Energetic and positive work culture – where people enjoy their job, have a laugh, and work together 

About the Company 

Our client is a recognised dependable Managed IT provider with over 12,000 users globally. Their goal is to utilise IT to empower businesses in achieving success in ways that can make the world a better place for all. They help their clients realise their own organisations’ visions, which can come alive faster and better when the business’ IT is well-maintained and secure. 

They care for all their customers equally, regardless of location and they give the same excellent service, leveraging technology to help their clients reach business objectives. They continue to strive for excellence whilst upholding their core values: Customer First, Consistency, Teamwork. 

Due to growth, we are seeking an experienced Level 2 IT Support Engineer to join their dynamic Brisbane team in the Salisbury office. 

The Role 

The Level 2 IT Support Engineer will support the team to provide diagnosis, troubleshooting and resolution of complex technical issues both remotely and onsite. 

Key responsibilities include: 

• Acting as the escalation point for Level 1 team 
• Diagnose and resolve Level 1 & Level 2 tickets 
• Provide Level 2 IT support remotely and onsite when required  
• Ticket administration – reschedule work 
• Build and maintain relationships with 3rd party vendors and manage issues with 3rd party vendors 
• Maintaining/updating the RMM, CRM, Ticketing and any other systems used 
• Documentation of standards in ITGlue and create user documentation for repeatable tasks/changes/new systems 
• Undertake service work for customers as directed by Service Operations Manager or Dispatch team 
   

The successful candidate 

• MSP experience is a MUST 
• At least three years of experience working as a Level 2 Engineer 
• Relevant IT certifications (CompTIA A+, MS-900, SC-900, AZ-900, MD-100, MD-101, etc.) 
• Strong understanding of networking, security, servers, storage, and cloud solutions, and the ability to troubleshoot technical issues 
• Ability to provide exceptional customer service across all channels and to work in a team 
• Willingness to assist and support others as required and get on with team members 
• Manage time and workload to ensure that critical tasks are prioritised and carried out and organise/plan for upcoming service tickets and work 
• Actively seeks out market information and takes an interest in business issues that can drive positive business outcomes at a high level 

Core technical expertise required 

• Understanding of ITIL & SLA’s 
• Office 365 support 
• IP Telephony experience 
• Windows Server Solution Design, Admin & Support 
• Virtualisation technologies (VMWare) 
• Networking Technologies (Cisco/Aruba/Dell) 
• Firewall/Security Technologies (Sophos) 
• Strong AD, GPO including Azure AD and other Windows Services 
• ConnectWise Manage or other ticketing system knowledge 

In return you will work within an established organisation, who continue to build upon their operational maturity and market position. You will be paid commensurate with your experience and will start immediately. 
 

Do not miss this opportunity, APPLY NOW, or contact us on 03 9119 0***!