Job Description

• Excellent technical exposure and great career path
• Fantastic Work Environment
• 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 corporations.

Role:

The Support Engineer resides within the Managed Services Team and is responsible for resolving all level 2 incidents and service requests in line with company procedures.

The position also involves the following:

o Telephone support & providing first call resolution where possible

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

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

o Logging tickets and escalating to the appropriate team

o Internal support and project assistance

Key Accountabilities

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

o Telephone Support (Available Minimum 90%)

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

Key Result Area

Resolution of Level 2 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

Server infrastructure including:

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

Troubleshooting and administering Office365:

• End user troubleshooting
• Directory Sync/Azure AD
• User Account Management
   

Virtualisation:

• Citrix concepts and troubleshooting
• MS Azure (beneficial)
• VMware concepts and toubleshooting
• AWS (beneficial)

Knowledge of Networking Fundamentals:

• IP Troubleshooting
• Subnetting
• Core understanding of routing

Required Qualifications

• Tertiary qualifications in an IT or related discipline
• ITIL Certification
• MCSA (Window Server 2008 or 2012)
• MCSA (Office 365)

Experience

• Minimum 2 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 
• 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/402177ba/information-technology-jobs/support-engineer-st-kilda-road.php

Other titles for this role in other organisation might be: IT Support Analyst, Service Desk Analyst, Senior Service Desk Analyst, IT Analyst, IT support, Junior IT Administrators, Support Engineers, IT Helpdesk Consultant, L2 Support, Support Analyst

Appetency Recruitment Services @ 03 8560 3750