Level 2 Support Engineer - Managed Service Provider

Summary about this job

Detail information about job Level 2 Support Engineer - Managed Service Provider. Terms and conditions vacancy

• Growing Australian Owned and Operated IT Managed Service Provider
• Level 2 Support role - Support clients remotely and face to face on site
• Opportunity to embrace new emerging technologies including VoIP technologies

The Technical Consultant is responsible for providing second level support as follows:
• Client end-users and devices
• Configuration Management
• Deploying and maintaining client hardware and software
• Diagnosis, resolution and faults documentation
• Management of user accounts, security, inventory and documentation
• Ensure operational efficiency for end-user devices, networks and systems
• Attention to general enquiries, advice and user training

OFFICE HOURS - Monday to Friday 8:30am to 4:30pm

Primary Responsibilities:

Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
Respond to queries over the phone.
Log support incidents as required.
Use supplied support tools to provide client incident resolution.
Maintain daily performance of computer systems.
Respond to client incident requests in a timely fashion to meet current SLA standards.
Provide interactive customer support through problem-solving (troubleshooting) process.
Run diagnostic programs to resolve problems.
Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other networking systems.
Follow up with customers to ensure satisfactory incident resolution.
Vendor Management for Hardware Warranty Claims.
Log accurate time entries within Company CRM on a daily basis.
Update and Maintain Internal Knowledgebase
Diagnose and run reports to diagnose recurring malfunctions.
Escalate incidents to senior team members as required.
Follow instructions as provided by the Service Delivery Manger, Team Leader or Senior team members.
Report to the Helpdesk Manager or Service Delivery Manager.

Experience Required
Minimum 12 -24 Months in a similar role.
Demonstrated ability to effectively communicate by phone.
Strong written communication skills.
Demonstrated ability to achieve successful outcomes in handling difficult situations and customers.
Knowledge of IT products and services.
Demonstrated analytical and troubleshooting skills.
Demonstrated ability to work in a Helpdesk environment.
Demonstrated ability to act independently to resolve problems.
Initiative and diligence in support and service delivery.
Demonstrated ability to manage multiple priorities and follow through on projects to completion.
Demonstrated knowledge in Microsoft Operations Systems and Client Applications.
Experience with Microsoft Outlook / Microsoft Exchange / Active Directory.
Experience with Installation/troubleshooting of user hardware
High level problem solving skills
Ability to work well under pressure and prioritize tasks

Nice to Haves

MCITP/MCSE/MCTS/MCP
MS Azure / AWS
Security appliance certification
ConnectWise CRM knowledge
Labtech RMM knowledge
ISP and web technologies knowledge
3CX Phone System
VMWare
VEAM / Shadow Protect
Juniper Routers

WHY APPLY?

Want to work for a growing Australian IT MSP?
Want to have face to face client interaction?
Want to be the technical expert to your clients?
Want excellent career prospects?
Want an opportunity to use your technical skills in a hands on environment?

IF YOU CAN ANSWER YES TO ALL THE ABOVE THEN PLEASE APPLY NOW COMPLETE WITH COVERING LETTER.

IMMEDIATE START AVAILABLE FOR THE RIGHT CANDIDATES