Address
Form of workPlease read this before you apply -We are looking for a talented and experienced Level 3 Systems Engineer with a variety of MSP experience. You are an escalation point, solving the tech issues no-one else could solve!! You must also be based in one of the following areas within Australia: Regional Victoria (Bendigo or surrounds), Melbourne, Perth, Brisbane, or Sydney.
At Otto, we pride ourselves on being Authentic and People First, with a No Nonsense attitude. We are Committed to getting the outcome for our clients always.
Whilst IT is a serious business, we have a great work environment.
We are proud of our culture and the people we work with and are Great Place To Work certified - something we have worked hard to achieve over the years.
Due to growth, we are looking for an experienced Level 3 Senior Systems Engineer to join our great place to work!
THE ROLE
The IT Support Engineer is responsible for resolving IT infrastructure related escalations from the L1 & L2 technicians. Working closely with clients to provide the best possible outcome and service experience.
Responsibilities:
- Troubleshoot and problem-solve Level 2 & 3 technical faults to identify and diagnose issues logically by either telephone, email, chat, script, remote login or onsite
- Act as an escalation point within the services team
- Ticket triage according to the ITIL® Framework
- Provide an excellent level of customer service to our internal and external customers by providing the appropriate support response, friendly communication and technical knowledge to achieve positive satisfaction scores
- Participate in the implementation, administration, configuration, documentation, support and enhancement of client infrastructure environment
- Maintain the SLA’s to meet project and ticket deadlines, escalating to other team members as necessary
- Maintain communication with your team leader, effectively communicating any issues or problems that require assistance
- Adherence to process' across all business units working closely with sales, finance & admin and services teams
SKILLS AND EXPERIENCE
To be successful, you must possess the following:
- Onsite work experience is a MUST
- Exceptional customer service skills & demonstrated experience within a Service Desk environment
- Demonstrated experience in a managed service/outsourced capacity, responsible for escalation and technical support for complex issues
- Sound experience in active directory, exchange, windows server 2012-2016, office 365 and other cloud-based technology
- You will be a great communicator, be known for your outstanding customer service and taking ownership of customer issues to get them resolved.
- Proficient in Microsoft Office 365 and Azure
- Certifications (Microsoft/ITIL) will also be highly regarded, and expected on an ongoing basis
- 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
- Preferred networking experience with Fortinet, Cisco, LAN, WAN etc
- Experience in Service Desk tools like Remote Monitoring and Management, IT Service Desk ticketing and documentation tools such as ConnectWise
- This role is a fantastic opportunity to further develop your technical skills and progress to the next level.
A great team environment, competitive salary, paid certifications and training, industry best recognition program and many other benefits are on offer!
Apply today, shortlisted candidates will be contacted immediately.
