Level 3 Tech - Senior Lead

Summary about this job

Detail information about job Level 3 Tech - Senior Lead. Terms and conditions vacancy

• Want to play with the latest tech? Work on complex issues & challenge yourself!
• Senior lead role. Mentor, leadership & team guidance
• We’re different to other IT companies, our people stay with us for so long

In order to apply, you must have Senior Level 3 tech experience. 

We’re different to other IT companies, and that’s why our people have stayed with us for so long. We all take great pride in our customer service skills. Not because clients come first, but because we all enjoy having excellent relationships with our clients.

Thanks to our team of great people, our business is growing! And we have an opening for a suitably qualified Senior L3 Tech to join our service desk team. Whilst not a direct Team Lead position, you will act as the Senior SME and help mentor the team and further develop their tech knowledge. If you love working on complex issues, have strong attention to detail, want to play with the latest tech, and your customer service skills are better than most, we’d like to speak with you!

ABOUT US

We are an Australian owned company based in Melbourne’s CBD. We like to combine traditional MSP service offerings with specialised project work that uses some of the latest technologies. Yes, we use basic cloud services like Azure and Office 365. But we take it up a notch using our own cloud service creations like backups, firewalls, data storage, and disaster recovery. All of our tech is maintained, managed and monitored in house by our own people, not some third-party call centre overseas.

We encourage, develop, train, and promote our own. It’s helped us create a work culture that our teams truly enjoy.

ABOUT THE ROLE

Have you ever worked in a business that throws tickets around with impossible deadlines? That’s not us. Ever had a team leader micro manage you and treat you like a robot instead of person? That’s not us either. We care about our people, because looking after them means they’ll look after our clients.

We’re looking for an experienced L3 tech, with a proven track record of customer service skills, to join our service desk team as the Senior Lead.  Here’s a basic run down on what that L3 role is going to include.

• As the most Senior member of the tech team, you will mentor and guide your peers into best practice.
• Supporting our clients via telephone, remote connections, or visiting their site.
• Responding efficiently to client requests.
• Manage issues for desktops and servers, VM’s and hosts, and admin of O365 and Azure.
• Design, create, and maintain detailed documentation.
• Work independently as well as part of a team.
• Manage your own tasks and issues as they are assigned to you.
• Be an escalation point supporting your other team members
• Assist our account managers to design and deliver client solutions.
• Mentor and assist others to hone their tech skills, and grow smarter, faster.
• Contribute and present at our internal technical training sessions.

ABOUT YOU PERSONALLY

As already mentioned, we’re different. And that means we’re looking for someone different too. The reason we think our people are great, is because they look out for each other, help each other, encourage and train each other. And their customer service skills are seriously good. We’re going to be very selective about who it is we hire for this role, so here’s some things we definitely want to see in your personality.

• You’re capable of managing and organising yourself and your workload.
• You know how to talk to customers, and how not to.
• Email has its place, but you know sometimes a phone call is the best way to communicate.
• You like working with people who give a damn about what they do and who they do it for.
• You’d like to work for a business that’s open to hearing ways it can improve.
• You’re the type of person that’s willing to step up when it’s called for.
• You’re willing to take responsibility from time to time.
• You’re not into working with finger-pointers or blame-gamers.
• When it gets busy, you want to know the people around you will pitch in and help, just like you would.

ABOUT YOU TECHNICALLY

Because we deal with a little more than just a forgotten password, or a mapped drive that hasn’t loaded, there’s a lot more cool stuff to play with! Training is a big part of our culture, that’s why we give our people the dedicated time to do it.

If you want to apply for this role you need to know that, at a minimum, we’re expecting you to have the following skills;

The Non Negotiables: 

• At least 3yrs experience as an L3 tech, in a similar client facing role
• Excellent communication and customer service skills.
• Documentation, record keeping skills, with strong attention to detail.
• Excellent troubleshooting skills
• Be resourceful, flexible, have a sense of urgency.
• A positive, “can-do” attitude
• Strong ability with MS OS’s and core Back Office/Desktop applications
• Experience with MS Azure and Office 365 architecture
• Experience installing MS Server OS’s and configuring to suit.
• Experience administering Microsoft AD, Exchange
• Experience with VMware and Microsoft hypervisors

And some “Nice-To-Haves” you’ll get extra points for but flexible if you don't:

• Knowledge of Dell EMC storage, or Avamar Administration
• Fortinet Products
• Switches, routers, firewalls.
• AutoTask / ConnectWise / Labtech / N-Able / Auvik
• CCNA, CCNE, Fortinet NSE4 and above, VMWare VCP

If you’d like to join a team of great people that have created their own workplace culture that’s better than most, then we’d really like to have you apply for this position.