At a Glance
- Tasks: Provide top-notch IT support and troubleshoot tech issues for clients.
- Company: Join Computerman, a leading Managed IT Service provider in Cairns.
- Benefits: Flexible work-from-home options, ongoing training, and a fun team culture.
- Other info: Enjoy a vibrant work environment with opportunities for career growth.
- Why this job: Make a real difference in small to medium businesses' IT infrastructure.
- Qualifications: Experience in IT support and strong problem-solving skills required.
The predicted salary is between 62100 - 75900 $ per year.
Join Computerman, a leading Managed IT Service provider based in Cairns, QLD, dedicated to securing, scaling, and supporting Small to Medium businesses' IT infrastructure and Cloud, with a strong emphasis on cyber security.
What We Offer As An MSP
- Secure, Scalable, and Reliable IT Support for Networks and Cloud
- Bespoke Cloud Migration and Support Services
- Focused IT solutions for the Small to Medium business market
- Role Description
Join our team as a full-time, Level 2 Information Technology Engineer and become an integral part of our commitment to supporting clients with quality, efficiency, and integrity.
For Level 2 (in addition to Level 1)
- Previous experience in a help desk or technical support role.
- Advanced troubleshooting skills for hardware, software, and network issues.
- Familiarity with ticketing systems and ITIL best practices.
- Ability to mentor and assist Level 1 team members.
We're Looking for Someone Who
- Understands when and how to take initiative
- Possesses a passion for what they do
- Has a willingness to develop and progress
- Easy-going work environment and culture
- Flexibility to work from home when scheduling allows
- Stand-up desk and high-powered laptop
- A proactive approach to ongoing training for life-long skills development
- Team social events
- Location in a tropical paradise
Responsibilities
Customer Service
- Address and resolve escalated helpdesk tickets
- Enhance clients' experience with prompt, friendly, and efficient service
- Offer advanced, remote troubleshooting assistance
- Provide remote hardware maintenance and support
Ticketing System & Monitoring
- Utilize the Ticketing System for resolving Helpdesk Tickets & Service Requests
- Manage and record all work through the Ticketing System
- Ensure Client Documentation is well-maintained
- Review RMM dashboard and apply remediation actions
- Monitor regularly scheduled/automated actions
Project Work
- Assist with project delivery on-site or remotely as needed
- Communicate ticket status to clients at every step
- Submit timesheets and expense reports as per SOPs
- Identify, communicate, and mitigate potential risks
Team Work
- Mentor junior team members
- Follow schedules provided by the Service Manager
- Adhere to Standard Operating Procedures
- Contribute to the process of innovative change
- Criteria
Skills & Attributes
- English as your first language
- Ability to take constructive criticism professionally
- Strong problem-solving skills
- Advanced understanding of support tools and techniques used in MSP's
- Advanced diagnosis skills and critical thinking for technical issues
- Advanced experience with Microsoft 365
- Ability to type quickly and accurately while on the phone
Nice to Have
- Familiarity with ticketing, RMM, and PSA software
- Proficiency in remote support tools
- Client experience certifications (e. g., Helpdesk Habits)
- Background in IT support or with a Managed Service Provider (MSP)
- Linked In
- Apply Now
- Name *
- Email Address *
- Phone Number *
- Upload Resume * No file chosen . doc . docx . pdf (10mb Limit)
- Introduce Yourself *
- Other Jobs
We provide professional IT support for Cairns businesses.
Specialising in managed IT services, Microsoft 365, 3CX phone systems, networking & custom IT solutions specifically designed to meet your needs.
Senior IT Technician (Managed Services) in Cairns employer: Computerman
At Computerman, we pride ourselves on being an exceptional employer in the heart of Cairns, QLD, where our team thrives in a supportive and easy-going work culture. We offer flexible work arrangements, ongoing training for professional growth, and a commitment to employee well-being, all while providing top-notch IT services to small and medium businesses. Join us to be part of a dynamic team that values integrity, innovation, and collaboration in a tropical paradise setting.
