Senior Technical Support Engineer

Senior Technical Support Engineer

Real World Technology Solutions - Melbourne, VIC

Key Bullet Points:

• Exciting career experience
• Full-time, permanent role based in Melbourne, starting ASAP
• Work with an innovative IT Managed Services Company with human-centric values
• Fully remote/work from home work with 1-2 days per week at customer sites

Job Expectations:

• An exciting role for a Senior Engineer
• Full-time, permanent role based in Melbourne
• Monday to Friday - 9:00 am - 5:30 pm
• ASAP start
   

Your role:

Staff who work for Real World represent the culture, ethos and values of Real World to our clients. As a Senior Technical Support Engineer, you are part of our initial response team to customers, and you help shape the experience our customers receive. Our clients value our technical excellence and our ability to help them creatively and proactively solve their technology challenges.
 

This role is a fully remote role; however, expect to be on-site for one to two days each week at a customer office/location. You’ll also be asked to travel interstate to our Sydney office occasionally for professional development and to spend time with our Sydney based team.

Your role includes:

• Providing excellent support via phone and tickets, as well as onsite support for clients.
• Supporting a broad range of clients to resolve technology issues.
• Performing Technical Support, administration and configuration of IT resources (such as servers, desktops, phone systems, network hardware)
• Taking ownership of problems and supporting your colleagues when necessary to improve customer satisfaction whilst achieving contractual SLAs
• Operating cohesively within the help desk team to maintain service levels
• Escalating all critical and high-priority incidents within our team to ensure that visibility is maintained
• Identifying recurring issues, problems or challenges and working within our team to help build solutions to these where possible and practical.
• Working within our team to deliver projects under the direction and support of our senior engineering staff
• Maintaining relationships with clients.
• Be available to be rostered on-call for after-hours client support
   

Technologies you will work with:

​​All our support team work across a wide range of technologies, utilising both general skills across Windows and Mac platforms and developing specialist skills. Our team works with network technologies (routers, switches, and wifi), Voice over IP Technologies (SIP Phones, Cloud PBX), Microsoft 365, and a range of hardware platforms.

Real World prides itself on being a technology leader; and so our team interfaces with the latest products from vendors like Dell, Juniper, Microsoft, HPE, Cisco and other vendors.
 

When you join Real World, we don’t expect you to know everything about these systems and platforms. We want you to learn and grow your skills, building knowledge and expertise - and over time, specialising in them.
 

While working in a Managed Service Provider is fast-paced, we structure our team so that you get time to apply the skills you have while learning, adapting and growing through the role.

A little bit about us:

Real World is an innovative IT Telecommunications and Managed Services company delivering enterprise-quality voice, data, and IT management services. We own and maintain our purpose-built, robust and reliable IP data network, deliver state of the art voice over IP services and solutions, and provide insight and management of IT infrastructure for small and medium businesses. Our customers include federal government departments, enterprise, small business, and IT service providers.

We are invested in encompassing our customers’ technology and telecommunications needs through expert solutions and human-centric delivery. 

A little bit about you:

We’re looking for someone with enough personal strengths to work autonomously and enough interpersonal strengths to work as an effective communicator in a tight-knit team.

Things you should already have:

• An accountable and ownership-focused work ethic
• Great communication skills and a welcoming demeanour
• Confidence to work autonomously, but willingness to ask for help
• Curiosity to learn new things and a love of problem-solving
• Team spirit and a can-do attitude
• Minimum of 2-3 years of experience in a similar role
• Strong analytical and problem-solving skills

Things we’d like you to have already but aren’t all required:

• Knowledge of basic troubleshooting and problem-solving methodologies
• Current driver's license and transportation
• Technology Experience:
  • Server Virtualisation
  • Microsoft 365
  • Active Directory & Group Policy
  • DHCP, DNS & Domain Management
  • Windows & Mac Troubleshooting
  • Veeam Backup Desirable
  • Networking Concepts, TCP/IP, Switching, VPNs.

Existing training and qualifications are highly desirable, for example, in the following products:

• Microsoft Certifications
• VMWare
• Veeam/Other Backup
• Juniper/Cisco

You must also have working rights in Australia and be able to work full-time hours in our Melbourne location.

The salary range for this role is $80 - 90k, commensurate with experience.

Please note that only short-listed candidates will be contacted.