At a Glance
- Tasks: Provide end-to-end ICT support and design solutions for Victorian customers.
- Company: Addcom Technologies, a dynamic tech company in Melbourne.
- Benefits: Competitive salary, flexible hours, and opportunities for professional growth.
- Other info: Exciting role with diverse challenges and career advancement opportunities.
- Why this job: Join a collaborative team and make a real impact in the tech industry.
- Qualifications: 3+ years of IT support experience and strong communication skills.
The predicted salary is between 66150 - 80850 $ per year.
We're hiring a versatile ICT technical engineer based in Melbourne. You'll cover the job end to end for our Victorian customers, from presales and solution design through to Level 1 and Level 2 support, with backing from our Sydney team. The role has three parts:
- Presales and Solution Design: Technical discovery, site surveys, scoping and solution design, and technical input to proposals for new and existing customers.
- Level 1 and Level 2 Support: Providing remote and onsite support for business customers, with escalation to and support from our Sydney team.
- Field Engineering and Onboarding: Onsite work for Melbourne customers, deployments, onboarding new managed services customers and supporting call recording contracts.
Key responsibilities include:
- Handle Level 1 requests and Level 2 escalations end to end, taking ownership of complex or unresolved tickets.
- Diagnose and resolve server issues across Windows Server, Active Directory, DNS, DHCP, Group Policy, and file and print services.
- Resolve desktop issues across Windows 10/11, Microsoft 365 apps, Outlook, Teams, printing and peripherals.
- Support Microsoft 365 and Entra ID: user and mailbox administration, licensing, MFA and Conditional Access.
- Do routine maintenance, patching and backup checks, and respond to monitoring alerts.
- Manage your workload across customers, prioritising by SLA and business impact.
- Support Melbourne call recording customers, including Redbox environments, within contracted SLAs.
- Attend Melbourne customer sites for hardware faults, deployments, moves and issues that can't be fixed remotely.
- Lead technical presales for Victorian opportunities: discovery meetings, site surveys, environment audits and requirements gathering.
- Design and scope solutions, prepare technical input for proposals and quotes, and present them to customers.
About you:
- At least 3 years of hands-on IT support experience, including proven Level 2 server and desktop support in business environments.
- Experience supporting multiple customers or sites, ideally in an MSP.
- Confidence handling escalations, both technical tickets and escalated customers.
- Strong written and verbal communication, and confidence leading technical conversations with customers, including presales meetings.
- Ability to scope and explain technical solutions to customers, ideally with some presales or solution design experience.
- Willing to work outside business hours and join the on-call roster, including onsite response for contracted customers.
- Current full driver's licence and access to a reliable vehicle.
- Australian working rights, and able to pass a National Police Check.
ICT Level 2 Technical Engineer – Melbourne employer: Addcom Technologies Pty Ltd
Addcom Technologies Pty Ltd is an exceptional employer located in Melbourne, offering a dynamic work environment that fosters collaboration and innovation. With a strong focus on employee growth, we provide comprehensive training and development opportunities, ensuring our team members are equipped to excel in their roles. Our supportive culture, combined with the chance to engage directly with diverse clients across Victoria, makes this an ideal place for those seeking meaningful and rewarding employment in the ICT sector.
Contact Details:
Addcom Technologies Pty Ltd Recruitment Team
