Level 2 IT Support Engineer

Summary about this job

Detail information about job Level 2 IT Support Engineer. Terms and conditions vacancy

Level 2 IT Support Engineer
Brisbane South – Managed Service Provider

My client is a Queensland-owned and operated company. Within their Managed Services Division, their team of 20 supports over 300 SME’s across Australia. They provide IT solutions and services which include next business day on-site service, remote desktop management and phone support to over 250 servers, 5000 desktops and notebooks.

They will support you to build a challenging and rewarding career while maintaining a healthy work and life balance. You will enjoy a competitive salary, superannuation, flexible working hours, professional development, and a safe and healthy work environment

The Role

The IT Support Engineer is primarily responsible for providing 2nd/3rd level technical assistance to users, either directly or by telephone, email or other electronic means, including diagnosing and resolving issues and problems with software, hardware, computer peripheral equipment, networks, databases and the Internet, and providing support in the deployment, installation and maintenance of systems.

Effective delivery of Service Help Desk and Incident Management activities:

• Receiving, diagnosing and quickly resolving a wide range of Windows applications and networking problems, taking appropriate action to close as many problems as possible via the identification and implementation of long term resolutions/fixes.
• Reclassify/reprioritise incoming problems, where appropriate, after review in order to focus attention on those problems which if resolved would provide maximum benefit to the organisation and ensure resolution with specified service standards.
• Implement and maintain work-arounds that are proposed or applied to keep business activities on track whilst problems are diagnosed and/or resolved, reporting them to relevant people.
• Follow agreed procedures, including escalation procedures, providing information to enable incident resolution and promptly allocating calls as appropriate.
• Provide clear and concise change request information about what is required for the long term resolution of problems, for use by internal and external individuals and groups.
• Communicate with internal and external individuals to whom incidents and/or service requests have been assigned or require an update on the progress of the service desk request.
• Assisting others in the tasks required to ensure that service levels for incident management service request activities and the service desk/help desk are met.
• Manage the impact of any new or enhanced IT/technology services that are being introduced on the activities of the service desk/help desk, ensuring that service operations can respond appropriately to any new/enhanced IT/technology systems, services that are introduced.
• Attending to jobs logged on the service desk system for support of desktops and other matters for the Client including setting up new equipment.
• Assist others in identifying the backup strategies and implementing backup and recovery procedures as part of service operations schedules.
• Operate with reference to relevant and applicable legislation and regulations; professional and ethical standards; maintaining integrity and confidentiality and interacting with customers with courtesy and empathy.

System Installation/ Decommissioning activities.

• Undertaking routine installations of items of hardware and/or software.
• Correctly gather and use information from internal and external sources involved in and associated with systems installation, implementation and handover activities.
• Conduct tests of hardware and/or software using test procedures and diagnostic tools.
• Correct malfunctions, calling on other experienced colleagues and external resources if required.
• Document details of all hardware/software items that have been installed and removed so that configuration management records can be updated.
• Develop installation procedures and standards, and schedules installation work.
• Provides specialist guidance and advice to less experienced colleagues to ensure best use is made of available assets, and to maintain or improve the installation service.
• Contribute to the identification of the user and support staff training required as a result of the installation, implementation and handover of a new IT/technology system.
• Contribute to presenting and reporting findings and results from systems installation, implementation and handover activities.

Experience required:

• At least 3 years demonstrated experience in operating within an IT support team environment and in meeting deadlines
• Demonstrated successful experience in working within Windows environment.
• Demonstrated experience in setting up and maintaining Windows workgroups
• Advanced knowledge of Microsoft client operating systems including Windows 7 and Windows 8
• Advanced knowledge in supporting PC software applications, particularly Microsoft Office Suite
• Intermediate knowledge of Microsoft Exchange, Microsoft SQL Server, Office 365 & SharePoint
• Intermediate knowledge of Microsoft Windows Server 2008, SBS 2011/2008 and 2012 including user account management in Active Directory and file system security
• Intermediate understanding of networking technologies and ensures security of network assets.
• Practical experience in hardware/software set-up installation, support and troubleshooting.
• Relevant qualifications in Information Technology or related field.