Address
Form of work Are you an IT Engineer looking to progress your career beyond the tech and into the leadership space?
This is the perfect opportunity!
A well-established and rapidly growing IT company located in Melbourne supporting clients across Australia!
A real Aussie success story!
You will be responsible for leading, supporting and training the technical team!
Work in a professional, collaborative and highly-skilled team of engineers
Very supportive management style and culture
Training and Development
$100-120k Base + Super commensurate with skills and experience
Hybrid role! WFH a few days per week!
Melb!
A well-established IT company located in Melbourne supporting clients across Australia.
The business has exciting plans for further growth and expansion and offers a great working culture and a commitment to developing the team, along with the business. The business environment is fun, fast paced and agile, where innovation and accountability are essential to the success of the team.
Be part of dynamic businesses that challenges the status quo and sets the benchmark for others to follow.
This integral role within the business requires a switched on, dynamic, pre-emptive team player to oversee the technical service teams to deliver a consistent level of positive end user experience. You will be primarily responsible for leading, supporting and training the technical team. Ultimately responsibility for tickets ownership, resolution and escalation will belong with you. With secondary responsibility over the technical component of project planning, project delivery and job allocations both internally and externally.
A perfect role for someone looking to progress from technician to manager!
Key Responsibilities:
Manage schedules and workload for a great team of technicians – both locally and remotely
Receive, receipt, triage and assign all technical requests and tasks
Coordinate with internal and external stakeholders to manage service requests, including approvals and prioritisation
Manage time effectively while setting the direction of the team through modelling and leadership
Assist Project Engineers with scheduling and communicating plans with customers
Helping with team training, mentoring and performance evaluations
Acting as the point of service desk escalation, communicating with clients proactively and if required helping with escalated support
Providing recommendations to improve efficiency and customer experience
Ownership of the support tickets, having an awareness of where issues stand and what is next
An ability to balance and plan the long and short-term actions of the team
A knowledge of systems and to make appropriate changes when needed
Ensuring that all processes used by the service desk are documented, regularly audited and improved
Key Requirements:
At least 2 years’ experience in a Level 3 technical role (someone looking to progress from technician to manager would be perfect!
Strong and up to date technical skills!
Ability to work under pressure while remaining focused
A strong knowledge of ticketing system (ConnectWise) and RMM (Datto) would be advantageous
The ability to connect and appreciate who the client is, what their business is about and what really matters to them. This needs to be married up with what works for both parties ie. let us help you and in turn this will help us
Know what you know and what you do not know and where to find the answers
Outstanding communication skills - both in person and on the phone
An understanding of the customer - when to listen and when to inform
You will have strong writing and computer skills, ability to learn quickly, work independently, meet targets and deadlines, strong work ethic and willingness to work as part of a team
Tertiary IT qualifications or industry certifications favourable but not essential
A friendly, positive and customer-driven attitude
Excellent time management & organisational skills
Enjoys a fast paced environment and is comfortable with change
What's in it for you?
Work with a very reputable and ever-growing MSP!
You will be responsible for leading, supporting and training the technical team!
Loads of training, certification and career development opportunities!
Work in a professional, collaborative and highly-skilled team of engineers
Open/Supportive/collaborative culture and management style!
A TRUE OPPORTUNITY TO SHINE AND BE REWARDED FOR IT!
*** REMEMBER! $1000 for successful referrals!! Who do you know?..Feel free to refer anyone looking..
