L2 Support Engineer

October 28

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ConnectOS

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1001 - 5000

Description

• Schedule: Monday- Friday (09:00AM to 06:00PM AEST) • Field incoming end user calls, emails and tickets • Log all Incidents and Service Requests accurately in the ITSM tool • Prioritise and schedule resolution of tickets and escalate as needed • Ensure customer Service Level Agreements (SLA) and customer expectations are met • Ensure internal and external stakeholders are updated for Priority 1 & 2 tickets • Installing and configuring computer hardware, software, systems, printers and scanners • Investigating, diagnosing and resolving computer software and hardware faults including repairing equipment and replacing parts where applicable • Adhere to the Service Desk Procedures outlined as part of this employment • Support and contribute the team and company culture • Mentor junior staff members and be actively involved in their development • Escalation point for team members and clients

Requirements

• Experience using ConnectWise or other ITSM tools • Ability to deal with busy, high-pressure situations • Excellent Communication skills and attention to detail • High level of customer service and ability to comply with Service Management processes • Good knowledge of End User Compute & Terminal Services • Experience managing desktop user profiles, Outlook and network printers • Demonstrate a professional behavior when interacting with suppliers, staff and customers • Experience using Kaseya or other RMM tools • Demonstrate understanding of ITIL processes • Experience supporting Microsoft products e.g. Windows7, Windows10 and O365 • Experience supporting English speaking countries • Related IT diploma or degree • ITIL Foundation certification • Microsoft certifications • Previous experience supporting an Australian company or MSP is a plus

Benefits

• Home-based • Medical, Dental Coverage and Life insurance • Paid Vacation and Sick Leave (with Quarterly Sick Leave Conversion) • Competitive salary package and annual appraisal • Financial Assistance Program • Mandatory Government Benefits and 13th Month Pay • Regular Company Events, Work Life Balance, and Career growth opportunities