Level 2 Support Engineer

Exceptional Level 2 Support Engineer Needed for Immediate Hire

• Are you looking for a company that truly cares about its employees?
• Are you looking for a company that leads by example with cyber security?
• Do you want to work with a company and rise through the ranks as it grows?

Are you a detail-oriented Level 2 Support Engineer with a warm, positive personality? Do you have exceptional integrity? Are you opinionated and can back up your opinions with a strong case? Would others call you a great listener? Are you able to work to tight deadlines and deliver exceptionally high standard work? Do you believe in going above and beyond for the client? Are you actively learning, implementing and improving your skills? Do you communicate in a clear, concise and non-technical manner? Do you have a flexible, can-do attitude?

For the versatile person who said “yes” to all of these questions, this is the opportunity for you.

We are a small, fast-growing entrepreneurial Managed IT Services Provider and Cyber Security consulting firm that is need of a Level 2 Support Engineer to provide phone/remote support, onsite support, and assist with projects where needed.

In this position you will be working directly with the Managing Director and our existing remote support team to deliver exceptional service and a great impression to our clients. You will be the point of call for our clients who are experiencing technical issues. Some out of hours work will be expected from time to time.

The Role 

Based at our head office in Narre Warren, this is not a junior or entry-level role. The role is full-time, and 90% desk based so you need to be confident over the phone. You will be reporting to the Managing Director, providing first-class helpdesk technical support to our clients.

You will be involved in all IT-related matters, working alongside our remote support staff and be the go-to contact for clients, assisting with IT inquiries including hardware, network, new site setups, software installation & maintenance.

You will use your superior customer service and technical troubleshooting capabilities to diagnose, install and configure a variety of hardware and software solutions.

This role will occasionally involve IT projects and onsite work, so a reliable vehicle is required.

Key Requirements:

• Is self-motivated and likes to work smarter not harder
• Fast learner and actively looking to learn new skills
• Strong interpersonal skills, with the ability to build rapport easily with your peers and customers
• Believes in going above and beyond for clients with an exceptional service-oriented mindset
• Can communicate with clients in a clear, concise non-technical manner
• Delivers under pressure and commits to excellence in everything they do
• An ability to multi-task with a flexible approach to different tasks
• Able to think independently and not afraid to question the norm to arrive at the best outcome
• Industry vendor certification with either Microsoft, Datto, Cisco, COMPTia, ITIL Foundation etc.
• Skilled in troubleshooting MS Windows Desktop
• Skilled in PowerShell commands
• Skilled in Microsoft Office 365 Tenancy Administration
• Skilled in Azure Active Directory, Intune, Microsoft Office 365 Secure Score and Security Policies
• Speaking English fluently is essential
• Australian Citizen or Permanent resident

Desirable Skills:

• 2-3 years’ experience in a similar support/service role
• An IT Degree or Diploma (e.g. Diploma of Information Technology or Certificate IV of Cyber Security)
• Other vendor certifications such as Microsoft, Datto, Cisco, COMPTia, ITIL Foundation etc.
• Experience installing and supporting both VMware and Hyper-V virtual environments
• Experience troubleshooting LAN and WAN networking issues
• Previous experience with AutoTask or other ticketing/PSA tools
• Previous experience with Remote Management and Monitoring tools
• Previous experience working for an MSP (highly desirable)

Additional benefits:

• Small friendly environment with well-established MSP
• Crucial team member providing primarily remote support
• Flexible working conditions with opportunity to Work From Home 
• Exposure to a wide range of industries and technologies
• The opportunity to join and cement yourself as a valuable member of our growing business
• Training opportunities aligned to vendor partnerships
• Remuneration based on skills and experience including results-based bonuses
• Immediate start for the right candidate

If you believe this role is for you, please submit your resume detailing your previous work history and accomplishments (not just a list of tasks and job responsibilities), as well as a brief, one-page cover letter/summary explaining why you think you would make an excellent candidate for this position.

Candidates proceeding to the interview stage will be expected to pass a test of their knowledge of both soft and hard skills and explain where they have used these skills previously.

What next: