Support Engineer - Level 2

OUR BUSINESS

https://www.wolfesystems.com.au

Wolfe Systems IT is a rapidly growing customer-focused IT and Technology solutions provider that strives to provide a purposeful, engaging, and supportive work environment. Our clients operate across an incredibly broad range of industry sectors throughout Western Australia.

ABOUT THE ROLE

An exciting opportunity exists for a dynamic Level 2 IT professional with strong industry knowledge across the broader Technology sector. Working out of our Bibra Lake office as a key member of our team, you will have demonstrated experience in a Managed Service delivery environment and a proven technical background with a focus on customer service and support. 

Whilst core responsibilities within Customer Service & Support, Diagnostics, Solution Provision and Project Delivery will form the foundations of this role, it is a diverse position with a high level of variation in daily activities. It will require you to be proactive, adaptable to changing circumstances, embrace and demonstrate initiative. You will be results-driven and capable of both working independently and within a team, often simultaneously. In return, you will be rewarded with a friendly and outgoing atmosphere, a welcoming and supportive team environment, free parking, and full kitchen (including coffee!) facilities.

SKILLS AND EXPERIENCE

Essential

• A passion for IT, a willingness to learn and adaptability to new or unfamiliar products and applications  
• Advanced time management, multi-tasking and organisational skills
• A willingness to undertake in-house training as required and the ability to follow existing policies, procedures and processes applicable to the role
• Extremely strong written and verbal communication and customer service skills.
• The ability to use initiative and advanced problem-solving/troubleshooting skills
• Demonstrated experience delivering office-based, remote help desk and onsite support to an extremely high standard
• Demonstrated experience operating a current support ticketing and customer monitoring/management (CRM) system.  Halo will be highly regarded.
• Demonstrated experience in monitoring and maintenance of offsite and cloud-based backups
• Experience with end-to-end hardware and software installations and setup
• Good working knowledge of Networking, VoIP and NBN infrastructure
• Good working knowledge of hardware configurations, with experience in monitoring and maintaining Servers highly regarded
• Must be well-presented, friendly and outgoing with a strong work ethic and emphasis on punctuality and reliability
• A willingness to adhere to our core values of Excellence, Immediacy, Transparency, Dependability and Value

The position will often entail ad-hoc travel to customer sites within the Perth Metro area, and more infrequently throughout regional WA, sometimes overnight or a weekend. Please consider your ability and/or willingness to undertake this requirement before applying.

Desirable / Highly Regarded

• At least two (2) consecutive years of full-time experience in a support role
• A Certificate qualification in Information Technology
• Office 365, SharePoint, Teams and Document Management.
• Microsoft certifications will be highly regarded.
• Juniper or Cisco certifications will be highly regarded.
• Experience with Halo will be highly regarded
• Experience with Remote Management tools

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To apply for this role, please provide the following:

• Resume or CV
• Provide a cover letter highlighting your strengths and experience that can be applied to the essential requirements of the position.

Shortlisted applicants will be contacted via phone.

Should more clarity be required around any of the outlined points, we will welcome an in-depth discussion at the initial interview stage.