Service Desk Analyst – L1/L2 Engineer

Job Description

• Learning and growth opportunity
• Opportunity to work that promotes internal growth
• Client focused hybrid work environment

Our client an established and fast growing Managed Service Provider. Cultural fit is really important for the business. The business predominantly support small to medium size professional businesses across Sydney.

The value proposition for this amazing business is to act as a partner for their client providing a mix of reactive and proactive support to its clients. 

About the role

We are looking for ambitious, always looking to learn, growth oriented, energetic individuals. The culture of the organisation promotes fun, collaboration, teamwork, learning, ownership, growth oriented. We are looking for someone who wants to be part of such culture.

Must haves for the role:

• Excellent phone, email, in person and remote communication skills
• Strong client focus and excellent communication skills
• Strong troubleshooting and problem solving skills
• Strong attitude to learn

Role and Responsibilities:

The role will require you to provide both remote and on-site.

• Work with a ticket based system, managing your own tasks and incidents (Autotask / ConnectWise); 
• Providing Level 1 & 2 remote support via phone, email and remote access to our external clients.
• Responding to our client's initial request and resolving issues within a suitable timeframe.
• Monitoring daily processes and procedures such as backup monitoring and event log monitoring
• Record and complete documentation as required through ITGlue and Sharepoint;
• Experience across technologies:
  • Server operating systems (including AD, DHCP, DNS, RAS, RDSH, GPOs)
  • Exchange server (on prem & Online) and Office365
  • End user devices (desktops, laptops, thin clients)
  • Private & Public Cloud environments (Office365, Microsoft365, M365, Azure, Modern Workplace/M365) 
  • Networking experience (TCP/IP, LAN/WAN connection troubleshooting, DNS, firewalls, NAT rules)

Experience and Skills Requirements:

• Atleast 1+ years MSP service desk experience
• Eagerness to learn and grow
• Experience with systems such as Autotask or ConnectWise, N-Able, ITGlue, Sharepoint
• Customer focus and ability to multitask
• Exceptional communication skills
• Have outstanding customer service skills.
• Windows Apple MacOS Desktop support
• Office365 / Microsoft 365 experience
• Experience with Windows Server, Active Directory, Exchange server, TCP/IP, DNS, DHCP
• Certifications with ITIL (v3 or higher), Microsoft, Cisco, Comp TIA will be highly regarded but are not essential
• Full Australian work rights

On Offer:

• Permanent position
• Hybrid environment with 2 days per week WFH
• Excellent office in Sydney North West & Hills District and Onsite parking
• Fun, young, energetic culture that provides opportunity to learn and grow

How to apply

ATTENTION! Please make sure you apply ONLY through our website. DO NOT apply for Appetency Recruitment Services jobs anywhere else on the web.

• If you are on our website then please apply using the “Apply Now” button below
• If you are NOT on our website then please visit our website to apply or apply via the link: https://www.appetencyrecruitment.com.au/73955fcd/information-technology-jobs/service-desk-analyst-l1-l2-engineer-artarmon.php

Other titles for this role in other organisation might be: Level 1, Level 2, Service Desk, System Support, Help desk Support, Support Engineer, IT support, Remote support, Managed Services Engineer

Appetency Recruitment Services @ 03 8560 3750

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