Senior Service Engineer and Coordinator

Job Description

• Opportunity to mentor other techs and help improve the business efficiency
• Senior Service desk MSP role providing exposure to wide array of technologies
• Small MSP environment that cares about the clients and delivers on promises

Our client is 7 people Managed Service Provider based out of GoldCoast. The company caters to SMB clients and helps the clients overcome challenges across on-prem, cloud and security. It is a company that cares about the clients and actually delivers on the promises made to customers. We are looking for someone with similar mindset who cares about the clients and the outcomes he/she delivers to the customer.

About the role

The role is a senior role on a 3 people service desk team. We are looking for someone who likes ownership, improvements and getting things done. You will be working with the MD and help not only with resolving tickets but also with coordinating the service desk operations.

As the senior on the service desk, your role will be fairly technical but you will also be someone who will take the ownership of the service delivery, service desk customer satisfaction and smooth operations of the service desk including ticket queue hygiene. We are looking for someone who can see the bigger picture and drive the service desk team.

Role and Responsibilities:

As part of the small team, you will be someone who is quite technically hands on but as a senior you will be central in helping smooth running of the service desk.

 Your overall responsibilities will include:

Technical support

·       You will work across technologies and service requests encompassing end-user support, on-site support, on premise infrastructure support and cloud support.

·       Support the customers over the phone with a genuine focus on understanding clients business and driving customer service

·       Resolving all kind of technical service desk issues and mentoring other service desk engineers

·       Support a number of different technology environment for clients; managing wide array of technologies such as Office 365, Azure, OneDrive, SharePoint, End point manager, Veeam, Meraki, etc

·       Keen interest in technology, gaining fundamental knowledge and interest in resolving the root cause of the problem

·       Executing projects such as onboarding, offboarding, workstation rollouts, infrastructure builds, etc.

·       Coordinate, execute and manage the services desk and participate in projects

Service Desk Coordination

·       Support the Service Desk in achieving their targets, correct adherence to processes and SLAs

·       Ensure timely resolution of specially priority tickets and liaise with clients for P1 to keep the client and internal team informed of the status

·       Assess the urgency of the ticket and capability & availability of engineers and ensure proper escalation of the ticket for timely resolution

·       Ownership attitude – coordinating the service desk, holding the team accountable to the Service Desk KPIs

Delivery Management (Not required but will be of great additional value)

·       Help improve the day to day operations of the service desk

·       Accessing and maintaining internal tools and evaluating and implementing new tools

 Experience and Requirements:

·       Atleast 8+ years MSP experience supporting multiple customers at the same time

·       Have outstanding customer service skills and ability to relate to impact of your role

·       Demonstrated ability to take ownership and responsibility and good management skills

·       Ability to understand bigger picture and impact of issues or of operational challenges in hand and eagerness to create improvements

·       Provide excellent in-person and over the phone support

·       Experience supporting multiple clients

·       Good experience with wide technology stack including M365, Auto-Pilot, End Point Manager, M365 security, server, VMWare, Veeam, Meraki, servers, DB, etc

·       Excellent communication customer service and relationship building skills

·       AU citizen or PR with drivers license and a car

On Offer:

• Competitive Remuneration
• Permanent position
• Good working environment providing long term employment opportunity
• Good exposure to support and projects
• Work from office but with WFH flexibility if and when required

How to apply

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Other titles for this role in other organisation might be: Senior Level 2 Engineer, Senior Service Desk, Senior System Support Engineer, Senior Level 2 Technician, Senior Managed Services Engineer, Operations Engineer, Service Desk Coordinator

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