Job Description

• Excellent technical exposure and great career path
• Final escalation incident resolution responsibility
• Permanent Role & Great Pay

Our client is a renowned and leading Managed Service Provide with wide variety of clients from Enterprise to SME space in various sectors such as government, private corporate.

Role:

The Senior Support Engineer resides within the Managed Services Team and is responsible for resolving all escalated level 3 incidents and service requests in line with company procedures.

The position also involves the following:

o Part of the team of Final point of escalation in the organisation

o Telephone or onsite support depending on incident & providing first call resolution where possible

o Participating in a rotating roster (7am-6pm)

o Participating in a rotating on call roster (after hours)

Key Accountabilities

o Prompt ticket management (SLA adherence of minimum 98%, 70% first call resolution)

o Innovation to improve Customer experience (Contributing to a minimum of 3 KB articles)

Key Result Area

Resolution of  escalated L3 incidents and service requests

Skills

o A strong client focus with excellent customer service skills

o Excellent communication skills, both verbal and written

o Good analytical and problem solving skills

o Excellent prioritisation and time management skills

o Ability to articulate technical information in a user-friendly manner

Technical Skills essential for BAU incident resolutions in this role:

You must have previous implementation experience of majority of these technologies from scratch

Server infrastructure including:

• Active Directory
•  
• DNS
• Windows Servers (various generations)
• DHCP
• Microsoft Exchange

Troubleshooting and administering Office365:

• Directory Sync/Azure AD
• User Account Management
• Group policy & security policy implementation
• Multi-forest AD trust management (preferred)
• On-premise to Office365 migration

Virtualisation:

• Citrix implementation and troubleshooting
• VMware implementation and troubleshooting
• MS Azure or AWS implementation and troubleshooting
• Cloud migration to Azure or AWS and Citrix

Knowledge of Networking Fundamentals:

• IP Troubleshooting
•  
• Routing & Switching

Required Qualifications

• Tertiary qualifications in an IT or related discipline
• ITIL Certification
• MCSE (Window Server 2008 or 2012) or MCITP or CCNP or CCA

Experience

• Minimum 5 years’ experience within an IT Managed Services Environment, supporting multiple customers
• Experience in using an ERP System
• Previous experience implementing service improvements

What is on offer:

• Base Salary + super + OTE
• Permanent position
• Excellent client engagement role
• Excellent office & culture - where people enjoy their job, and always learn a lot

How to apply:

• If you on our website, apply below
• If you are NOT on our website, please apply on the link: https://portal.appetencyrecruitment.com.au/8e8b7616/information-technology-jobs/senior-support-engineer-melbourne.php

Other titles for this role in other organisation might be: System Engineer, Senior System Engineer, IT Administrators, Senior IT Administrator, Senior Service Desk Analyst, L3 Engineer, L3 Support Analyst