Service Desk Engineer - Level 2

We are looking for a Service Desk Engineer (Level 2) to join a fast growing Managed Service Provider providing innovation and leadership in technology solutions for Australian Business.

You will be joining an organisation that provides cloud solutions to customers such as Office365 and Microsoft Azure through to Internet and Phone solutions.

We are seeking an experienced Service Desk Engineer to join the team based in St Leonards, Sydney. The role will primarily focus on working with our customers to provide first class pro-active and re-active support across their infrastructure.

Responsibilities:
• Take ownership of the Service Desk and manage customer expectations
• Provide technical assistance for customers over the phone and email
• Responding to escalations from the team when required
• Fulfil Service Requests within SLAs
• Participate in customer meetings over the phone or in person to provide project updates
• Assist the sales team with technical pre-sales for our cloud offerings from time to time
• Assist in the administration of the Cloud Services Infrastructure and on-premise infrastructure
• Clearly document all activities in case management tool
• Monitoring and actioning alarms from automated management systems
• Assisting with special projects as deemed by management
 
Skills and Experience:
• Ability to work autonomously
• Excellent written and verbal communication skills
• Previous customer support experience in a complex environment
• Excellent troubleshooting and analytical skills
• Experience in a similar role with a Managed Service Provider will be highly regarded
• Experience managing Microsoft Office365 and Azure
• Experience supporting Windows desktop environments, including Windows 7, 8 and 10.
• Experience with troubleshooting business internet, router and Wi-Fi issues.
• Experience in configuration and administration of Windows Servers
• Experience in configuration and administration of Active Directory domains, including Group Policies, Microsoft Clustering, and IIS
• Experience supporting web hosting, including cPanel
• Able to work in a fast-paced environment
• Familiarity with the ITIL framework would be highly regarded
• Current Microsoft certifications will be highly regarded
• Networking skills would be highly regarded
• Desire to learn and develop your technical and customer service skills

The role is based in St Leonards and involves 4 days a week in the office.