Job Description

Join Computerman, a leading Managed IT Service provider based in Cairns, QLD, dedicated to securing, scaling, and supporting Small to Medium businesses' IT infrastructure and Cloud, with a strong emphasis on cyber security.

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What We Offer As An MSP:

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- Secure, Scalable, and Reliable IT Support for Networks and Cloud
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- Bespoke Cloud Migration and Support Services
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- Focused IT solutions for the Small to Medium business market
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Role Description

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Join our team as a full-time, Level 2 Information Technology Engineer and become an integral part of our commitment to supporting clients with quality, efficiency, and integrity.

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For Level 2 (in addition to Level 1):

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- Previous experience in a help desk or technical support role.
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- Advanced troubleshooting skills for hardware, software, and network issues.
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- Familiarity with ticketing systems and ITIL best practices.
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- Ability to mentor and assist Level 1 team members.
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We're Looking for Someone Who:

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- Understands when and how to take initiative
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- Possesses a passion for what they do
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- Has a willingness to develop and progress
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- Easy-going work environment and culture
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- Flexibility to work from home when scheduling allows
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- Stand-up desk and high-powered laptop
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- A proactive approach to ongoing training for life-long skills development
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- Team social events
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- Location in a tropical paradise
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Responsibilities

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Customer Service:

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- Address and resolve escalated helpdesk tickets
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- Enhance clients' experience with prompt, friendly, and efficient service
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- Offer advanced, remote troubleshooting assistance
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- Provide remote hardware maintenance and support
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Ticketing System & Monitoring:

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- Utilize the Ticketing System for resolving Helpdesk Tickets & Service Requests
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- Manage and record all work through the Ticketing System
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- Ensure Client Documentation is well-maintained
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- Review RMM dashboard and apply remediation actions
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- Monitor regularly scheduled/automated actions
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Project Work:

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- Assist with project delivery on-site or remotely as needed
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- Communicate ticket status to clients at every step
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- Submit timesheets and expense reports as per SOPs
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- Identify, communicate, and mitigate potential risks
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Team Work:

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- Mentor junior team members
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- Follow schedules provided by the Service Manager
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- Adhere to Standard Operating Procedures
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- Contribute to the process of innovative change
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Criteria

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Skills & Attributes

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- English as your first language
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- Ability to take constructive criticism professionally
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- Strong problem-solving skills
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- Advanced understanding of support tools and techniques used in MSP's
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- Advanced diagnosis skills and critical thinking for technical issues
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- Advanced experience with Microsoft 365
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- Ability to type quickly and accurately while on the phone
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Nice to Have:

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- Familiarity with ticketing, RMM, and PSA software
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- Proficiency in remote support tools
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- Client experience certifications (e.g., Helpdesk Habits)
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- Background in IT support or with a Managed Service Provider (MSP)
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Apply Now

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Upload Resume * No file chosen .doc .docx .pdf (10mb Limit)

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Other Jobs

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We provide qualified IT support for Cairns businesses. Specialising in managed IT services, Microsoft 365, 3CX phone systems, networking & custom IT solutions specifically designed to meet your needs.

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📌 Senior IT Technician (Managed Services) (Cairns Regional)
🏢 Computerman
📍 Cairns Regional