MSP - Helpdesk Support Engineer - Level 1/2
Not Just IT is a Sydney based managed service provider focused on delivering Microsoft cloud solutions to small business across Australia. As part of our continued growth, we are looking for an experienced Level 1 Helpdesk Support Engineer looking to take the next step and move toward becoming a Level 2 Support Engineer.
Your Role
This position will see you engage remotely and directly with our clients, with a focus on providing excellent customer service and the highest level of technical assistance. You will be working in our office based in Zetland NSW with our awesome team! It's a fast-paced environment and we expect a high level of performance, the opportunities to learn and grow with this role are awesome!
Your day-to-day responsibilities
- Provide Level 1/2 technical support directly, over the phone and using a variety of remote support applications.
- You will support our clients' end users with desktop and application support including Windows OS & Microsoft 365 applications.
- You'll have a customer focused attitude and will want to deliver consistently positive interactions with our clients.
- Complete ongoing and regular maintenance, such as patching and updates for customer desktop and infrastructure platforms.
- Monitoring infrastructure and networks, troubleshooting and reporting on systems and platforms as required.
- Be responsible for providing technical support and incident management across technology areas and platforms.
- Coordinate, collaborate and expedite incidents within established timelines.
About you
- A good understanding on IT support & services policies, processes and IT infrastructure technical support.
- 2+ years' experience supporting Microsoft technologies including Microsoft 365, Microsoft Azure, Microsoft Teams, Microsoft Office Apps, and Windows 10/11.
- 2+ years' experience on service desk and customer facing experience with strong customer facing skills, business acumen and integrity.
- Demonstrated experience in troubleshooting and problem resolution for desktop, printer, networking & server technologies.
- Understanding of the ITIL Incident Management process.
- Experience in installing and configuring hardware such as desktop, laptop, and networking technology.
- Excellent communications skills, both written and verbal.
- Ability to work autonomously and in a team environment.
Desirable qualifications
- Microsoft Certified SystemAdministrator(MCSA) certification.
- ITILFoundationcertification.
- Knowledge of service desk software logging systems and remote management systems.
- Experience working with Microsoft 365/Microsoft Azure/Microsoft Intune
- Have clear, excellent written and verbal communication skills.
- Strong analytical and problem-solving abilities.
- Always ethical, honest and transparent in all your interactions.
