Modern Technology Specialist (Level 2 Engineer)

Job Description

• Outstanding customer service skills
• Experience with Intune and End point Management.
• Level 2 Engineer

Our client provides reliable, affordable and dependable Information Technology products and services by designing, implementing and supporting Business-IT infrastructure and solutions to satisfy the needs of organisations.

About the role

We are looking for Modern Technology Specialist (Level 2) role who is exceptionally good with customer service skills and have very good experience with Microsoft 365.

Role and Responsibilities:

Service Desk Accountabilities:

Triage 

• In the absence of sufficient numbers of Level 1 technicians, assist with the initial response to inbound client requests and incidents that are received by any method. e.g. telephone, email, client tools.

Workshop Service

• When scheduled by the Professional Services Manager, perform workshop functions such as:

o new system run ups

o diagnostic troubleshooting

o hardware upgrades

o software repairs & reloads.

• Always adhere to company WHS policies and safe work practices.

• Ensure the workshop and working desk space is kept clean and tidy.

Onsite Service

• When scheduled by the Professional Services Manager, attend client sites to perform basic services or deliveries.
• Approved uniform must be worn, and conduct must be always professional and pleasant.

Ticket Resolution

• Attend to service tickets when directly scheduled by the Professional Services Manager.
• Utilise knowledge bases and internal documentation to minimise ticket escalation.
• It is the goal of a Level 2 Technician to close tickets within one hour. Should an issue require more time, discuss with the Professional Services Manager who will decide whether to escalate the ticket or allow further time for resolution.
• Where appropriate, create or enhance documentation to assist fellow technicians with future remediation.
• Where appropriate, discuss findings with Level 1 technicians to minimize future escalations.

Root Cause Identification

• Client issues are to be addressed with long term resolutions and a commitment to quality remediation.
• Work is to be performed efficiently to minimise disruption and inconvenience for the client.
• Issues closed must be done so with root cause knowledge obtained and entered to the issue ticket and other internal documentation.  

On Call Support

• If added to the On Call roster, provide emergency telephone support to clients between as per the On Call requirements.

Contact Management

• Ensure names, roles, and contact details of clients and their company are kept up to date.

Time Management

• All time is to be entered against a ticket in real time using AutoTask.
• No new tickets are to be commenced, or breaks taken, until time entries and notes are made for the completed ticket.
• Should time entries fall more than one ticket behind, alert the Professional Services Manager immediately.

Documentation

• Ensure documentation is updated whenever anything is learned regarding the client or their infrastructure/software environment.
• Enhance electronic client tools for lodging requests and incidents to increase the quality of information received at first contact.
• Create written procedures to be followed by Level 1 Technicians.
• Assist with updating where documentation is no longer accurate or is unclear.

Training & Certification

• To develop technical knowledge, complete approved training courses as per the training plan agreed with the Operations Manager.

Project and other

• Provide internal and client support for the Microsoft 365 stack.
• Coordinate, plan and execute Microsoft 365 migration projects.
• Follow up with clients to ensure implemented projects are functional and the client is satisfied.
• Perform other tasks as may be directed from time to time.
• Always Adhere to the policies contained within the Employee Handbook.

Experience and Skills Requirements:

• Have practical working experience with Microsoft 365 and hold current MS-900, MS-100 and MS-101 certifications.  
• Experience Mobility & Security and with Defender365 will be highly regarded
• Have had experience working for > 3 years in the IT Industry in Australia.
• Be an Australian citizen and speak and write in fluent English.
• Be a team-player and be willing to share knowledge with the rest of the team.
• Be customer focused and able to multitask and deal with customers of varying IT capability.
• Have outstanding customer service skills.

On Offer:

• Competitive Remuneration
• Permanent position
• Excellent office & culture -where people enjoy their job, and always learn a lot

How to apply

• If you are on our website then please apply using the “Apply Now” button below
• If you are NOT on our website then please apply via the link: https://www.appetencyrecruitment.com.au/dee9f1f4/information-technology-jobs/modern-technology-specialist-level-2-engineer-thomastown.php

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

Appetency Recruitment Services @ 03 8560 3750

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