L2 MSP IT Support Role  

We are seeking a experienced IT Support Engineer to join our growing team!

You'll be handledings requests to remotely help our clients based in Australia.

We will be providing on the job training and future certifications Microsoft Windows/Server/Office365 and other cloud technologies.

You will be working for an established Australian IT Company. We currently work with over 200 Australian small businesses providing IT support across Microsoft Windows/Server/Office365/Security and other cloud technologies.

Responsibilities:

Technical Support:

• Resolve technical/ issues in accordance with company processes
• Updating/Troubleshooting Applictions
• Updating/Troubleshooting Windows Computers & Systems
• Manageing Office 365 Tenants
• Manageing Access Permissions
• Working on Windows Server Environments
• Utilize internal resources in troubleshooting issues
• Helping Clients with other IT relates requests
• Other Ad-hoc tasks as required

Ticket Resolution: (Connectwise)

• Compliance to the Company’s Service Delivery Guidelines, Policies & KPIs
• Setting expectation during the ticket life cycle
• Resolve issues encountered during deployment and escalate complex problems in a timely manner
• Work closely with customers, third parties and vendors to define ticket resolution to achieve deliverables, expectations, and scheduling.

• Technical Support and Customer Service experience. 2+ Years
• Tech-savvy with working knowledge of common desktop applications such as Microsoft Office, Office 365, Knowledge in Accounting LOBs is preferred but not required, other office automation products, databases and remote control.
• Excellent communication (both oral, written, and interpersonal) and customer service skills are a must. Ideally with US, UK or Australia experience
• Ability to handle high volume of tickets, phone calls, and chats.
• Willingness to grow professionally by learning new skills and building personal value as an IT professional
• A problem-solving mindset and the ability to think outside the box
• Sense of urgency in completing service requests according to service level agreements
• Knowledge of Microsoft Office 365 and Outlook
• Knowledge of Microsoft Windows Server
• Knowledge of Microsoft Active Directory