Job Description

• Catering to escalations from L1 service desk
• Support multiple customers and different environments
• Opportunity to learn from different environments and technologies

Our client a small Managed Service Provider catering to over 40 customers in Melbourne. The MSP has many clients that they have been servicing for years. The team of 10 including onshore and offshore caters to clients as a One Team to resolve customer issue promptly.

About the role

Acting as the escalation point for 5-6 Level 1 offshore resources, you will be traveling to client sites and catering to escalations. You need to be self-sufficient to identify and resolve end user and network related issues. Catering to small and medium businesses throughout Melbourne, you will need to customer driven but be commercially aware while managing clients and issues. You must ambitious with highly developed communication and interpersonal skills.

Role and Responsibilities:

The role will require you to  predominantly on-site support to customer base and take escalations from the overseas L1 service desk. Other elements of the role include:

·       Provide over the phone and on-site support to the end users

·       Experience supporting multiple clients

·       Strong knowledge across:

o   End user support – you must be good with solving problem, identifying root cause of the customer problem, technically resolving the problem and communicating with the customer

o   Network – be strong with networking concepts and able to identify and resolve network, WAN, LAN, DNS, DHCP, etc related issues

o   Firewalls – understands firewalls and access controls through firewalls and able to modify firewall settings

·       On-site installation and testing of all IT devices such as servers, computers, firewalls, phones, switches etc.

·       Scheduling regular onsite visits to assess our client’s IT environments and perform maintenance.

·       Cleaning, standardising, and optimising the hardware for our clients to keep the IT environment up to date.

·       Resolving customer issues by working on tickets and managing your own or allocated tasks

·       Participate in project work when required

·       Knowledge of the following technologies:

o   Office 365 Admin / Migrations

o   Azure

o   Exchange Server

o   Veeam

o   Watchguard / Fortinet

o   MS Teams

o   Ticketing and Documentation Systems

o   RMM Exposure

 Experience and Skills Requirements:

·       Atleast 2+ years MSP experience supporting multiple customers at the same time

·       Have outstanding customer service skills and commercial acumen skills

·       Ability to deal with multiple customers in varying IT capability at the same time

·       IT Certifications / Degree / Diploma preferred

·       Overall support experience across networking, TCP/IP + DNS + DHCP, Microsoft 365, Windows Server, Active Directory and Exchange server, and Azure knowledge

·       Excellent communication customer service skills

·       Full Australian Driver’s License and own car

On Offer:

• Competitive Remuneration
• Permanent position
• Good working environment providing a long term career

How to apply

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Other titles for this role in other organisation might be: Level 2, Service Desk, System Support, Help desk

Support, Level 2 Technician, Support Engineer, Managed Services Engineer, Operations Engineer, Fields Engineer, Onsite Engineer

Appetency Recruitment Service @ 1300 507 007

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