2nd Line Support Engineer
Our team at Modality Systems (a PGi Company) is looking for a 2nd Line Support Engineer to join our Managed Services team in Sydney CBD!
Summary about this job
Help Desk & IT Support
Company: Modality Systems
Location: Sydney
Work type: Full Time
Salary: n\a
Phone: +61-8-6542-1707
Fax: +61-3-4883-9772
E-mail: n\a
Site: n\a
Detail information about job 2nd Line Support Engineer. Terms and conditions vacancy
The 2nd Line Support Engineer will be expected to attempt to resolve level 2 technical support requests and will report to end users the status of resolution at regular intervals until the request is fully resolved. Where the incident is not resolvable by the level 2 support team (where the issue is deemed to be a problem affecting multiple users), the ticket will be escalated to the Modality level 3 technical service desk for resolution. Additional job-related duties may be required depending on specific project/client tasks and projects.
Skills & Experience
- Experience working in an IT Service Desk environment (required)
- A working knowledge of ITIL standards and practices, including incident management (ITIL V3 Foundation certificate preferred)
- Deep knowledge and experience with the O365 suite including Microsoft Server 2008- 2012 systems and hardware (Required)
- Experience with Active Directory, DNS, DHCP and Certificates (Required)
- Exchange online and OnPremise administration including; user and outlook support.
- Familiarity working with ServiceNow call logging system (or similar)
- Microsoft Lync Server 2013, Skype for Business Server 2015 and the Lync 2013/Skype for Business desktop and Mobile clients (advantage)
- Networking knowledge
- Sonus multi-service business gateways/session border controllers.
- Contact center solutions experience
- Call recording solutions experience
About You!
- Good interpersonal skills and an ability to communicate effectively.
- Ability to work under pressure to meet SLA's and remain calm in stressful situations
- Mature and presentable
- Good written and verbal communication skills
- Good organisational and time management skills
- The applicant should be comfortable owning and swiftly resolving level 2 technical issues for our global client base
- The ability to work as part of a team across time zones and to share information and lessons learned with the wider technical team at Modality Systems
- An inquisitive thinker, with attention to detail
- Good knowledge of the Microsoft product stack, especially Windows client and server