Full time, Permanent

Hybrid

14d ago , from Appentency Recruitment Services

Chance for self-motivated,problem solver and quality over quantity driven individual

Located in the North- WesternMelbourne suburbs close to the Airport providing ideal work location forcandidates

Exposure to problem solvingrather than a L1, L2, L3 structure thus opportunity to gain technicalexperience

Looking for individuals who lovetechnology, motivated by a challenge and are driven by fixing the rootcause

Our clientan established Managed Service Provider. The company provides managed servicesto the clients and replaces the internal IT department for its clients. Theorganization is very structured in its approach and thus is very customersatisfaction oriented.

About the role

Catering tosmall and medium (4 to 200 size) enterprises throughout Melbourne, you will be motivatedby customer service, helping resolve customer problems and making an impact incustomer business by providing top level end-to-end IT support for the clients.You must be ambitious, love technology may even have a home lab as well, andvery customer service oriented. You must have the mindset that you are notfixing a laptop but helping the company run efficiently. You will need to have highlydeveloped communication and interpersonal skills.

Thecompany does not follow L1, L2, L3 structure but for you to pick up a ticketand lead it to resolution. Although you will have escalation path but we arelooking for people with eagerness and drive to research, learn and resolve theproblem rather than look for venues to escape at every challenge. Yourescalation point will be the projects team thus you will be supported when youneed help.

You willbe part of a team of 4 managed services consultants teams. You will beaccountable for end user, infrastructure and security support. You must have strongexposure to M365 suit and good exposure to M365 and Azure security.

Role and Responsibilities:





You will be predominantly working on Cloudtechnologies and cloud security. Thus the role will be predominantly over thephone support. You will be required to travel to client sites when the problemcannot be resolved remotely. Although you will be working predominantly oncloud technologies but you will be dealing with on-prem technologies as well. Therole will require you to provide both remote and on-site support to ourcustomer base. Responsibilities include:

- Provide over the phone and on-sitesupport to the end users
- Experience supporting multiple clients
- Resolving customer issues by working ontickets and managing your incidents
- Analyse for root cause of the problemand fix the root cause
- Resolving technical issues across the following technologies:
- M365 and Azure security
- Office 365 across exchange, security,Intune, End pint manager, SharePoint, etc
- Servers
- Backups and EDR
- Network and Firewalls
- Ticketing andDocumentationSystems

Experience and Skills Requirements:

- Must have outstanding communicationsskills and customer service skills for both over the phone and in-person
- Atleast 4+ years MSP experience supportingmultiple customers at the same time
- Must have MSP experience and abilityto multitask and deal with multiple customers in varying IT capability
- Exposure and understanding of EOS andTruMethods is good to have
- IT Certifications / Degree / Diplomapreferred
- Overall support experience across Microsoft365, Windows Server, Active Directory and Exchange server, TCP/IP + DNS + DHCPand Azure knowledge
- Full Australian Driver’s License and own car

On Offer:

- Competitive Remuneration
- Hybrid workplace with 2 days WFH and 3 days in office
- Good working environment providing a long term career

Other titles for thisrole in other organisation might be: Senior Level 2 Engineer, Senior Service Desk, Senior System Support,Help desk Support, Level 2/3 Technician, SeniorSupport Engineer, Managed Services Engineer, Operations Engineer

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📌 Senior/Support Engineer (Melbourne)
🏢 Appentency Recruitment Services
📍 Melbourne