Support Engineer - Helpdesk - Managed Services
Ideal opportunity for a Support Consultant to join a fabulous company with great career potential.
Summary about this job
Help Desk & IT Support
Company: Professional Advantage
Location: Melbourne
Work type: Full Time
Salary: Negotiable
Phone: +61-2-4141-1614
Fax: +61-2-9202-1826
E-mail: n\a
Site: n\a
Detail information about job Support Engineer - Helpdesk - Managed Services. Terms and conditions vacancy
About the company
Our success is directly attributable to our talent for attracting, selecting and enabling the
highest calibre of employees. We value our people and invest heavily in ensuring they stay
at the bleeding edge of their game. Our excellent consultants have extensive expertise
across various technologies and our management team has over 20 years’ experience in the
realm of IT consulting and management.
Support Engineer
About the Role
The Support Engineer resides within the Managed Services Team and is responsible for
resolving all level 2 incidents and service requests in line with company procedures.
The position also involves the following:
o Telephone support & providing first call resolution where possible
o Participating in a rotating roster (7am-6pm)
o Participating in a rotating on call roster (after hours)
o Logging tickets and escalating to the appropriate team
o Internal support and project assistance
Key Accountabilities
o Prompt ticket management (SLA adherence of minimum 98%, 70% first call resolution)
o Telephone Support (Available Minimum 90%)
o Innovation to improve Customer experience (Contributing to a minimum of 3 KB articles)
Key Result Area
o Resolution of Level 2 incidents and service requests
Position Description - Support Engineer
Support Engineer Position Description
Skills
o A strong client focus with excellent customer service skills
o Excellent communication skills, both verbal and written
o Good analytical and problem solving skills
o Excellent prioritisation and time management skills
o Ability to articulate technical information in a user-friendly manner
Technical Skills
Server infrastructure including:
o Active Directory o WSUS
o DNS o Windows Servers (various generations)
o DHCP o Microsoft Exchange
Troubleshooting and administering Office365:
o End user troubleshooting
o Directory Sync/Azure AD
o User Account Management
Virtualisation:
o Citrix concepts and
troubleshooting
o MS Azure (beneficial)
o VMware concepts and
troubleshooting
o AWS (beneficial)
Knowledge of Networking Fundamentals:
o IP Troubleshooting
o Subnetting
o Core understanding of routing
Required Qualifications
o Tertiary qualifications in an IT or related discipline
o ITIL Certification
o MCSA (Window Server 2008 or 2012)
o MCSA (Office 365)
Experience
o Minimum 2 years’ experience within an IT Managed Services Environment, supporting
multiple customers
o Experience in using an ERP System
o Previous experience implementing service improvements
If this sounds like you, please apply now.