Level 2 Technical Support Engineers

Systima:

Systima is a well-established and successful Managed Service Provider for small and medium enterprises across Australia. Our comprehensive services include 24-hour service desk support, network monitoring, telephony and WAN solutions, as well as private and public cloud-based solutions, along with other project-based works.

We are currently seeking two Level 2 Technical Support Engineers to join our dynamic team. This is an exciting opportunity to be a part of our growing company.

We Seek:
We are seeking two motivated and ambitious Level 2 Technical Support Engineers with excellent communication and interpersonal skills. Candidates should have a minimum of 2 years' experience in an MSP Support Desk environment. An interest in training and personal development is essential, as career advancement opportunities towards a Level 3 role are available.

The role:
The role involves providing remote and on-site support to our customer base, emphasising the importance of customer service as you'll interact directly with key stakeholders. Additional responsibilities include:

• Work with a ticket-based system, managing your own tasks and incidents.
• Work with 3rd party vendors and resources for incident resolution, issue resolution, and change requests.
• Deal with escalations from Level 1 Technical Support Engineers.
• Contribute to the development of processes for proactive maintenance and monitoring systems, as well as schedules for customers.
• Identify improvement opportunities to deliver high-quality service.
• Ability to produce and recognise opportunities to produce technical documentation.
• Provide assistance with project-based work when required.
• Work with 3rd party vendors and resources for incident, issue resolution, and change requests.
• Deal with escalations from level one technicians.
• Contribute to the development of processes for proactive maintenance and monitoring systems, as well as schedules for customers.
• Identify improvement opportunities to help deliver high-quality service.
• Ability to produce and recognise opportunities to produce technical documentation.
• Provide assistance with project-based work when required.

Technology / Skills Required:

• 2+ years MSP service desk experience mandatory
• IT Certifications / Degree / Diploma preferred
• Apple MacOS support
• Windows Desktop support
• Microsoft 365 and Azure knowledge
• Experience with Windows Server, Active Directory and Exchange server
• TCP/IP + DNS + DHCP
• Ability to work autonomously within a geographically spread team
• Excellent communication customer service skills
• Full Australian Driver’s License. Own car is preferable.