Level 2 IT Engineer in Melbourne

Full time, Permanent

RESPONSIBILITIES & TASKS

• Work on and resolve Helpdesk Tickets
• Delight our Clients with a Friendly, Quick and Helpful Experience
• Provide the Client with advanced remote troubleshooting and resolution
• Remote & onsite Hardware Maintenance and Support
• Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
• Managing and recording all work though our Ticketing System
• Ensure that Client Documentation in well maintained
• Split tickets that have several issues into their own individual ticket
• Make sure that tickets aren't "stale" throughout the process
• Review RMM dashboard and apply remediation actions as indicated by our Processes
• Review regularly scheduled/automated actions as indicated by our Processes
• From time to time the projects team will need additional resource to help deliver projects either onsite or remotely.
• When opportunities arise the Level 2 IT Engineer may be required to help with project delivery
• Escalate tickets that require Senior Technical or Service Delivery Manager support
• Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
• Submit Timesheets & Expense reports as indicated on their SOPs
• Identify, Communicate and Mitigate potential risks to the Service Delivery Manager and Clients
• Mentor the "Junior" Service Team Members
• Follow the schedule provided by the Service Delivery Manager or Service Coordinator
• / Dispatcher
• Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
• Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues
• Identify opportunities for improvement and make constructive suggestions for change
• Contribute to the process of innovative change effectively
• Undertake other duties as required by the Service Delivery Coordinator, Service Delivery Manager or CTO

QUALIFICATIONS

• Technical Background or Completion of a Technical Degree or Course
• EXPERIENCE
• Sound understanding of support tools, techniques and how technology is used to provide services
• Sound understanding of operating systems, business applications, printing systems and network systems
• Sound diagnostic skills of technical issues related to end-user hardware & software and network devices
• Sound experience and knowledge of working with the Microsoft 365 Platform
• Must be able to type quickly and accurately while talking on the phone
• A deep desire to deliver an amazing Client Experience
• Advanced knowledge of IT Applications, Software & Hardware
• The ability to speak both Geek and human
• Great Communications skills, founded in being a good listener
• Drivers license, be willing to complete a Police & Working with Children checks.
• The ability to keep up with & adapt to the fast-paced IT world
• Be fully vacinated from COVID19 – As we work in healthcare this is a non negotiable set out by our clients to attend their sites

NICE TO HAVE

• Experience using a Ticketing system / RMM Tool and PSA software
• Experience providing support via remote tools
• Experience handling Technical Service Tickets
• Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
• Client Experience Certifications such as Helpdesk Habits etc.
• Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.
• Experience managing cloud services such as Microsoft Office 365
• Experience using ConnectWise Manage
• Experience using Datto Product Family (RMM & Commerce)