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
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 or email me
your resume: https://portal.appetencyrecruitment.com.au/J-g48t37/it-infrastructure-jobs/senior-service-engineer-and-coordinator-gold-coast.php
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