Level 3 Service Desk Engineer - Wollongong

Who we are:

With local specialists in over 20 EFEX branches supported by our national reach, we’re industry-leading experts delivering simplicity to our clients - local, regional & national - with right-sized IT solutions that are just right for them. We have a down-to-earth, accessible approach, speaking business to business, to ensure IT is the best enabler of better business efficiency & productivity for our clients.

The Role:

Our Wollongong office is currently seeking a Level 3 Service Desk Engineer to join on a full-time basis. In this dynamic role you will be responsible for maintaining the highest level of service and system support for our clients. This role offers you the opportunity to work across a range of different client environments and offers exposure to some of the latest technologies in the market, enhancing your skillset in the process.

Key Responsibilities:

• Provision of proficient and timely proactive and reactive IT support that is tailored to meet our clients’ needs, to ensure system continuity.
• Conducting support and maintenance of client’s environment within agreement parameters
• Frequently communicate with customers regarding activity on their tickets to provide confidence and a positive experience for the customer while working to resolution.
• Administrative tasks such as ticket updates/closure, capture of time and resources are completed accurately and regularly.
• Provide timely updates to account managers regarding issues, priorities, escalations, and any other relevant customer information.
• Collaborate with other teams to improve processes and procedures.
• Participate in the development and deployment of IT services.
• Mentor and train other members of the service delivery team.

About You:

• 5+ years’ experience in a related technical field
• A developing knowledge of most go-to-market offerings, vendor products and services expertise of the business.
• Excellent customer service skills
• Ability to exercise initiative.
• Excellent written and verbal communication skills.
• Attention to detail.
• Excellent time-management and prioritization skills
• Proven problem-solving skills, both technically and based on client expectations.
• Medium to high level of experience with Windows Servers, networking (including firewalls), Office 365, backup systems and Hypervisor technologies (VMware or Hyper-V)
• Some level of experience with Azure, IP Telephony, PowerShell, MDM, remote management tools, endpoint management and cyber security solutions

What we offer:

• Competitive salary
• Supportive work environment
• Birthday leave
• Opportunities for ongoing growth and development
• Broad and interesting role – no two days are the same!
• Growing organisation – presenting new opportunities

If you're ready to embrace a rewarding and dynamic role as a Level 3 Service Desk Engineer and contribute to our growing success, we encourage you to apply today.