Address
Form of workAbout us
AERA is a national Managed Services Provider of business Cloud Solutions, IT Services, Voice, Data, Telephony, Cyber Security, Hosting, Hardware and Licensing throughout Australia. You can see us at www.aera.com.au
We are a fast growing, dynamic and professional organisation with offices in Sydney, Melbourne & Brisbane.
The role
We're looking for a dynamic, enthusiastic person to join our Service Desk to handle and take responsibility for 2nd / 3rd level technical assistance, and assist our 1st Level team on the Service Desk for the clients we support across Australia; You will also be involved in technology projects and On-Boarding clients as required on a need basis.
This position will be based in our Melbourne Office in Mulgrave.
Previous experience providing remote technical support and working as part of an external helpdesk / managed services team will be highly regarded.
What you'll do
Duties expected in this role (but not limited to):
- Providing second level support for all new and existing ICT support issues escalated to Level 2
- Troubleshooting and diagnosing technical issues remotely, over the phone and in person
- Provide support in the deployment, installation and maintenance of systems
- Ability to develop, manage and maintain Office 365 environments
- Advanced Knowledge of Active Directory and Azure AD
- Managing Windows Server Technologies
- Microsoft Cloud Technologies - Teams, SharePoint, Security and Compliance, Azure
- VMware ESXi and Hyper-V
- Infrastructure Design and Implementation
- Effective engagement with 3rd parties to optimise outcomes
- Participate in mentoring, knowledge sharing and advice to wider organisations
- Great customer service with an attitude of willing to please and succeed
- Ability to deliver a comprehensive IT systems audit and developing procedures and manuals where necessary
- Developed interpersonal, negotiation, written and verbal communication skills
- Strong organisational skills and attention to detail
- Be an independent person who thrives in a fast-paced environment
- Willingness to be hands-on and perform tasks of all levels of complexity when required from level 1 support through to leadership
- A Driver’s License
We don’t expect you to have the following application knowledge, but you will be required to quickly adapt to the following if you don't have them already:
- ConnectWise
- IT Glue
- N-Able N-Central RMM
Skills and experience
- Minimum of 2 years' experience working on Networks, Desktops and Servers (Helpdesk background will also be considered beneficial)
- Demonstrated experience supporting LAN and WAN infrastructures
- A basic understanding and support methods for the above technologies
- Superior communication skills, written and verbal, must be fluent in English and possess great phone manner
- Demonstrated experience in operating within an IT support team environment and in meeting deadlines
- Demonstrated successful experience in working within a Windows environment
- Demonstrated successful experience in working within Virtual environments
- Advanced knowledge in supporting PC software applications, particularly Microsoft Office Suite
- Relevant qualifications in Information Technology or related field
What we offer
- Friendly, rewarding environment
- Fantastic work culture + supportive management + great work/life balance
- Endless opportunities to grow and learn
- Working with Mid-Market and Enterprise Network Technologies
- Immediate start available
