Job Description

• Full time Permanent position
• Excellent salary & Responsibility
• Very Wide exposure + growth potential

Job description

Our client a well known managed service provider

Core clientele have from 20 to 150 PCs but as demand continues to grow, so too support scope.  The primary purpose of the role is to manage client expectations, mange team in absence of Managers.

 Key Responsibility& Must haves:

You will pivotal in the implementations and ensuring 100% client satisfaction. You will be the one who will be the face of the organisation, thus you need

• Great communication skills and phone manner
• Empathy and ability to listen to customer and understand the business criticality of your job for our client
• Accountability – ability to take accountability & deliver customer satisfying results
• Ability to manage team in absence of the managers
• Previous Service Desk Team Leader or team lead experience shall be highly regarded

 Primary Role Responsibilities:

• “Can do” attitude - The ability to work independently, yet part of a virtual team
• Excellent customer advocacy, organizational & communication skills, both written and verbal skills
• Excellent problem identification and problem solving skills
• Responding to and resolving phone and email tickets in a professional, timely manner with an emphasis on high quality customer service (target of 70% first contact resolution).
• Conduct F2F site visit and identify & resolve customer IT infrastructure problems single handled
• Ability to build server from scratch & resolve multiple site connectivity / server login / VPN connectivity / network / router / desktop / etc issues 
• Performing regular daily tasks including Backup system monitoring duty
• Escalating service requests that require additional resources to Service Delivery Manager in a timely manner (eg. Priority 1 tickets)
• Documenting and discussing recommendations with clients and escalating these to the Professional Services department

Technical Capability:

• Active Directory: setup new users in Active Directory, modify file/folder security permissions, Modify user security permissions - it will be good if you have experience in implementing trust policies in a multi-forrest enviornment
• Microsoft Server incl: setting up any windows servers - AD, print, file, exchange, etc from scratch (implemenet a rack & stack project) 
• Virtualization - HyperV or VMWare: very proficient in documenting the required configurations and building VMs
• SAN storage: configuring and setting up SANs from scratch, troubleshooting & supporting SAN related issues
• VLAN/WLAN: Good understanding of VLAN/WLAN principals and ability to set up VLAN/WLANs
• Microsoft Exchange /Office365 incl: new mailbox setups, redirect of email addresses, granting users access to mailboxes
• Backup Software (like Shadow Protect) for daily monitoring and file recovery
• Powershell: MUST be strong with Powershell and automation – must love automation
• Microsoft Azure: configuring & supporting cloud servers and networking
• Service Desk Team Lead: Ability to manage team in the absence of managers – must have managed team previously

Requirements:

• At-least 10+ years’ experience in an IT services position
• Tertiary education, ideally a university bachelors’ degree (in any field)
• ITIL certification
• Completed Certification such as MCSE, CCNA, ITIL etc shall be highly regarded
• A valid driver's license and own vehicle to travel to clients’ sites
• Proven ability to build strong relationships with clients
• Technical problem solving skills & experience (Network, Server and Desktop)
• The right to work in Australia.

On Offer:

• Full time role + Competitive Remuneration
• Great culture
• Leadership and growth potential

How to apply:

• If you on our website, apply using the link below
• If you are NOT on our website, please apply on the link: https://portal.appetencyrecruitment.com.au/job.php 152

Other titles for this role in other organisation might be: Senior System Engineer, System Engineer, IT Manager, System Administrator, Senior System Administrator, Team Leader

Appetency Recruitment Services @ 0385603750