Address
Form of work- Outstanding customer service and Level 3 support skills
- Exposure to diverse & leading-edge technologies
- Friendly team environment with leading IT Service Provider since 1992
Our client an established, responsible, ethical, and trusted leader in Information Technology services and delivery of Technology Solutions.
About the role
Our client is looking for the delivery of Level 2 and Level 3 technical support to clients and their diverse range of I.T. systems. Mentor and assist our Level 1 and 2 staff on more complicated server and network related issues.
Lead and/or contribute to diverse projects, system upgrades and migrations including cloud systems, Azure and Office 365, hybrid and multi-cloud solutions. Participate in the consulting, planning and implementation of system wide enhancements, upgrades and new services.
Provide ongoing proactive recommendations for our client’s IT systems and building positive client relationships.
Role and Responsibilities:
The role will require you to provide both remote and on-site support to our customer base. Customer service is a key element of this role as there will be times where you will deal directly with key stakeholders. Other elements of the role include:
- Lead, manage and assist with project orientated tasks such as client system wide upgrades, Azure and Microsoft 365 Cloud migrations, integration and routine updates.
- Servicing multiple clients with diverse IT infrastructure – including servers, networks, wide area networks, cloud integration and Office 365, desktops and laptops, hardware & software
- Maintain regular written and oral communication with clients and their users
- Remote and On-site troubleshooting and support
- Assist Level 1 and 2 technicians with escalations
- Liaise with users, suppliers, software and hardware vendors
Operations
- Attend Production and Staff meetings
Training
- Attend in-house training
- Attend external training as required
- Contribute to the development of your training plan
- Own personal skill development, knowledge, and technology currency
Product Design
- Job and technology Research
- Job Planning
- Develop/and or contribute to the development of IT service delivery systems and technology systems
Product Delivery
- Management of time & job schedules (Autotask & Outlook)
- Verify job sheet & plan
- Perform required technical tasks
- Test technical fixes
- Educate and inform client on technical fixes
- Document and inform client of follow-up recommendations
- Follow up recommendations
- Debrief Operations Manager
- Telephone support & troubleshooting
- Create and complete job sheets
- Maintain client records
Experience and Skills Requirements:
- At least 5 years of commercial experience in a user-oriented support capacity.
- Relevant tertiary education in Information Technology
- Microsoft Certified Associate, Expert or MCSE
- CompTIA Certification is favorable i.e. Network +, Security + and CySA
- Strong computer diagnosing skills using logical and methodical processes
- Microsoft Desktop Operating Systems and Applications
- Microsoft Office 365 Administration – Exchange Online, SharePoint, OneDrive, and Teams
- Networking Technologies – LAN, WAN, TCP/IP, DNS, DHCP, WLAN and VLAN
- Must meet a high level of professional customer service.
- Passion for Technology
- Superb communication skills, both oral and written
- Analytical and logical problem-solving skills for identifying and solving technical problems
- Ability to evaluate critical systems and prioritise work
- Very good ability to understand price/performance and client satisfaction when resolving client issues
- Display motivation and a commitment to work without supervision at customer sites
- Ability to recognise and follow-up future upgrades and client needs
- Excellent people skills and customer service skills
- Ability to liaise with clients on and off-site
- High level of professionalism and understanding of the business context
- Demonstrate a strong work ethic and contribute to a team environment
- Must always be punctual and well presented
- Good time management and organisational skills
Familiarity with the following Server, Networking and Cloud technologies is advantageous:
- Microsoft Office 365 Admin, Exchange, SharePoint, OneDrive and Teams
- Microsoft Azure IaaS and PaaS resources
- Microsoft Office 365 Security and Compliance
- Microsoft Windows Server Roles – ADDS (DC, GC, GPO, FRS) Hyper-V, RDS, File and Storage Services, Network Policy and Access Services, Print and Document Services
- Microsoft Exchange and SQL Servers
- SonicWALL UTM Firewalls
- Ubiquiti UniFi Switches and Wireless Access Points
- Windows PowerShell
- Server and Network based Backup and Security Systems
- Systems monitoring with SNMP and WMI
- Basic scripting skills – PowerShell, VB, HTML
- Complete tasks as per client’s requirements and expectations
- Positive client feedback
- Meet required billing level
- Time entries completed at completion of each task
- Meet performance and professional standards
On Offer:
- Competitive Remuneration
- Permanent position
- Excellent office & culture -where people enjoy their job, and always learn a lot
How to apply
ATTENTION! Please make sure you apply ONLY through our website. DO NOT apply for Appetency Recruitment Services jobs anywhere else on the web.
Other titles for this role in other organisation might be: Level 2, Service Desk, System Support, Help desk Support, Level 2 Technician, Support Engineer,
Appetency Recruitment Services @ 03 8560 3***
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