Job Description

Reactive and proactive mid-senior level support and projects focused role
Opportunity to work in good employee oriented caring culture organization
Organisation providing venues to learn and grow

Our client an established, stable and growing Managed Service Provider business that has been catering to small and medium enterprises mainly in Sydney for over 35 years. The team is expanding in Melbourne and is gearing for growth.

The value proposition for this amazing business is to act as a true strategic partner accountable for delivering increased value and increased efficiency for its customers. The culture of the organsiation culture is to properly analyse and fix problems to continually improve the clients’ environment and confidence in their technology environment.

About the role

We are looking for ambitious, always learning, process driven, client satisfaction oriented Engineers.

Cultural fit is really important for the business. The culture of the organisation promotes learning, encourages ownership and offers profit share schemes. Thus, we are looking for someone who wants to be part of such culture.

Must haves for the role:

Provide exemplary customer service by phone, email, in person and via remote monitoring and management systems (currently utilise N-Able) or experience working on projects
Exposure to assist clients on a day-to-day basis / provide service desk support through ticketing systems

Role and Responsibilities:

The role will require you to provide both remote and on-site related to hardware troubleshooting and replacement, networking, server, Microsoft 365 management, administration, and support.

Work with a ticket based system, managing your own tasks and incidents (Autotask / ConnectWise);
Provide support to pro-active and project teams;
Deliver on projects such site deployment, laptop builds, network devices, server infrastructure, M365, Cloud
Record and complete documentation as required through ITGlue and Sharepoint;
Experience across technologies:
- Microsoft Server operating systems (including AD, DHCP, DNS, RAS, RDSH, GPOs)
- Microsoft Exchange server (on prem & Online)
- Microsoft Remote Desktop Services & Citrix XenApp environments
- Understanding of Microsoft Office environment
- Mac or Apple product support
- End user devices (desktops, laptops, thin clients)
- Microsoft Public Cloud environments (Azure, Modern Workplace/M365)
- Networking experience (TCP/IP, LAN/WAN connection troubleshooting, DNS, firewalls, NAT rules)
- Collaboration (MS Teams/3CX)

Experience and Skills Requirements:

Be customer focused and able to multitask and deal with customers of varying IT capability.
Have outstanding customer service skills.
2-6+ years MSP service desk experience mandatory
Experience with projects under the guidance of senior engineer or on own
Experience with systems such as Autotask or ConnectWise, N-Able, ITGlue, Sharepoint, Windows Desktop support
Microsoft 365 and Azure knowledge
Experience with Windows Server, Active Directory and Exchange server, TCP/IP + DNS + DHCP
Ability to work autonomously within a geographically spread team
Excellent communication customer service skills
Full Australian Driver’s License and own car
IT Certifications / Degree / Diploma preferred
Certifications with ITIL (v3 or higher), Microsoft, Cisco, Comp TIA will be highly regarded but are not essential

On Offer:

Competitive Remuneration and profit sharing scheme
Permanent position
WFH in Melbourne or hybrid (a combination of WFH and office) work place set up in Syd
Excellent office in Sydney North West & Hills District and Onsite parking
Genuine caring culture that promotes learning

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: https://portal.appetencyrecruitment.com.au/ecd4473d/information-technology-jobs/system-engineer-norwest.php

Other titles for this role in other organisation might be: Level 2/3, Service Desk, System Support, Help desk Support, Level 2 Technician, Support Engineer, Level 3 Technician, Field Engineer, Escalation Engineer

Appetency Recruitment Service @ 1300 507 007

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