SENIOR SERVICE DESK ANALYST - Level 2 & 3

Summary about this job

Detail information about job SENIOR SERVICE DESK ANALYST - Level 2 & 3. Terms and conditions vacancy

• Are you passionate about eMail security? Join SMX, you won't regret it...
• Thrive in a fast-paced Senior Technical Support Lv2 & 3 - Customer experience
• SMX is a leading NZ Email Security Services provider - central city, super team.

To apply you must live in NZ now, hold NZ Citizenship, NZ permanent residency, NZ work to residency or a full NZ work permit (anything else will not be considered).  (no exceptions)

SMX simplifies complex email solutions in the cloud.  We are New Zealand's leading cloud-based email hosting and security provider. A growing blue chip list of enterprise and government customers around the world trust their email security to SMX. We provide a fully-hosted, enterprise-grade email gateway with mail filtering, content control, data loss prevention (DLP) and archiving.

THE ROLE
The Service Desk Analyst role (level 2 & 3), is the first line of contact with SMX customers. You will work with the Tier 1 Service Agents to solve customer problems, as well as be proactive about our feature development.  You will maintain communication about issues with customers, investigate the cause, escalates the case when needed, and add information to the growing knowledgebase of solutions.  You will also monitor our platforms and solutions to ensure service delivery meets stakeholder service level objectives.

We are looking for a SENIOR Technical Support Specialist (Level 2 & 3), with a minimum of 3+ years experience in a Level 2 & 1 yr Level 3, in a Technical Support / Service Desk Analyst role, exp in iMap, PoP3 & email architecture, and working with external clients. "mandatory-non negotiable". You must have exemplary technical skills & customer service skills, which will be referenceable. The role is BAU Technical support, which includes answering technical support phone calls, dealing with clients responding to emails etc.  Support tasks include customer provisioning, handling of malware and misclassified emails, general client and reseller product help and enquiries. Work is performed with little supervision and requires initiative and judgement.

• Be the first point of contact for our Tier 1 Resellers & clients (as required)
• Provide technical Level 2 & Level 3 support to the Tier 1 Resellers & clients, reseller product help and enquiries
• Ensure customers get the best possible experience when they raise an issue with our support team
• Quickly respond to customer issues, diagnose and resolve issues within expected timeframes
• Work with large resellers to deliver exceptional customer support 
• Provide Tier 2 technical support to allocated resellers and Tier 1 Resellers & clients
• Provide pre-sales technical support as needed
• Escalation to correct operations or development team as needed
• Monitoring of our platforms to maintain service levels
• Accurately logging of tickets with our ticketing system
• Follow through and communication of case status with the client
• Ticket resolution within SLA protocol 
• Support Tier 1 Service Agents with troubleshooting
• Troubleshoot issues and identify root causes, or escalate when required
• Deal with vendors and internal teams to raise tickets and resolve problems
• Spot and report case and fault trends
• Submit feature requests to the development team
• Be aware of and contribute to the ongoing technology roadmap
• Be aware of and develop your technical skills in emerging technology
• Support the Tier 1 Service Agents to develop their technical skills

SMX operates a premium service and our customers expect exceptional quality support. We are looking for someone who can juggle different internal and external stakeholder groups and is therefore an excellent, flexible communicator and diplomat. You will be confident in dealing with senior executives, not easily intimidated and confident in 'stepping up' to support our Service Desk Manager & Account Managers. To support our customers, you must be able to see their perspective on support and service issues. You need to be able to switch focus, language, and context on a continual basis as you deal with different stakeholders daily. You will need strong process and organisational skills to ensure SMX's customer's support issues are resolved according to our SLAs with our customer's and partners. It is vital that you quickly respond to customer issues, diagnose and resolve issues within expected timeframes. This requires experience in level 2/3 support of complex technical systems, preferably email, cloud or web for business users.

KEY FUNCTIONS - 2nd/3rd Level Technical Support/Service Desk Analyst

• Provide 2nd/3rd level technical support (and 1st level technical support) to SMX's customers, IT partners & resellers. 
• Escalation agent for 1st level technical support analysts, escalate issues to internal mail team, development or operations team.
• Troubleshoot issues and identify root causes, or escalate when required
• Deal with vendors and internal teams to raise tickets and resolve problems
• On-call, one week in every 4-5 weeks

SKILLS AND EXPERIENCE - Mandatory Requirements

• Must have 5+ years in a full-time Technical Support role, with at least 3+ years in a full time Level 2 IT Technical Support & 1 year in Level 3 technical support, with exceptional customer service skills, preferably in an eMail or web environment.
• Understanding of IMAP, POP3, SMTP, DKIM, DMARC, SPF protocols and standards, including internet, mail and eMail.
• Knowledge of DNS records in relation to eMail services.
• Exposure to large-scale technical environments, preferably email i.e. Mail Transfer Agent (MTA)
• 5+ years' experience in a Microsoft Clients (O365, Exchange or Outlook) and preferably (not essential) in an email or web environment.
• Use of support tools i.e. Desk, Remedy, Service Now
• Experience in maintaining knowledge based documentation
• Excellent analysis, process and exceptional communication skills, including exceptional written and oral command of the English language
• Extremely proactive and an analytical mind
• Proactively phones customers
• Excellent troubleshooting and root cause analysis

EXPERIENCE - NICE TO HAVE, NOT ESSENTIAL

• MX, SPF records
• Experience in monitoring systems such as Zabbix, LDAP
• Experience in scripting languages i.e.e BASH, Perl, Python
• Ability to analyse log files i.e. technical problem solving based on log files
• Ideally "Service Desk Analyst" (SDA) Qualification

ABOUT YOU

• Exemplary customer service skills - clients love to deal with you & you constantly receive positive feedback from clients!
• Customer focused and take ownership of an issue through to resolution, or know when to escalate an issue
•  Calm under pressure 'always', do not faze under difficult customer issues, act with the utmost professionalism 'always'.
• Develop exceptional trusting client relationships
• Sense of urgency, meticulous attention to detail, resilient, uses initiative, results driven professional while thriving in a fun, collaborative environment.
• Perform effectively and efficiently under pressure, always with a good positive attitude
• Your approach - If I don't know, I know where to look
• Highly organised and enjoy being part of a talented and creative team

SMX OFFERS YOU

A highly competitive salary package including healthcare, ongoing development, and training. You will work with a highly experienced and respected team. Our office is spacious, just off Queen St and we have a pool table. A flat management structure and an open culture where you can contribute directly to respected cloud products with thousands of end users around the world. We encourage work-life balance, we believe 40 hours means more enthusiasm.

SMX is an equal opportunity employer and we encourage qualified minorities and women to apply. 

Please email your current CV and details of your experience directly related to the role to [email protected]  M: 022 308 4259 P: 0800 769 769