Job Description

Full time, Permanent

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RESPONSIBILITIES & TASKS

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- Work on and resolve Helpdesk Tickets
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- Delight our Clients with a Friendly, Quick and Helpful Experience
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- Provide the Client with advanced remote troubleshooting and resolution
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- Remote & onsite Hardware Maintenance and Support
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- Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
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- Managing and recording all work though our Ticketing System
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- Ensure that Client Documentation in well maintained
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- Split tickets that have several issues into their own individual ticket
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- Make sure that tickets aren't "stale" throughout the process
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- Review RMM dashboard and apply remediation actions as indicated by our Processes
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- Review regularly scheduled/automated actions as indicated by our Processes
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- From time to time the projects team will need additional resource to help deliver projects either onsite or remotely.
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- When opportunities arise the Level 2 IT Engineer may be required to help with project delivery
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- Escalate tickets that require Senior Technical or Service Delivery Manager support
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- Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
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- Submit Timesheets & Expense reports as indicated on their SOPs
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- Identify, Communicate and Mitigate potential risks to the Service Delivery Manager and Clients
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- Mentor the "Junior" Service Team Members
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- Follow the schedule provided by the Service Delivery Manager or Service Coordinator
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- / Dispatcher
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- Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
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- Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues
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- Identify opportunities for improvement and make constructive suggestions for change
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- Contribute to the process of innovative change effectively
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- Undertake other duties as required by the Service Delivery Coordinator, Service Delivery Manager or CTO
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QUALIFICATIONS

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- Technical Background or Completion of a Technical Degree or Course
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- EXPERIENCE
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- Sound understanding of support tools, techniques and how technology is used to provide services
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- Sound understanding of operating systems, business applications, printing systems and network systems
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- Sound diagnostic skills of technical issues related to end-user hardware & software and network devices
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- Sound experience and knowledge of working with the Microsoft 365 Platform
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- Must be able to type quickly and accurately while talking on the phone
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- A deep desire to deliver an amazing Client Experience
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- Advanced knowledge of IT Applications, Software & Hardware
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- The ability to speak both Geek and human
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- Great Communications skills, founded in being a good listener
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- Drivers license, be willing to complete a Police & Working with Children checks.
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- The ability to keep up with & adapt to the fast-paced IT world
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- Be fully vacinated from COVID19 – As we work in healthcare this is a non negotiable set out by our clients to attend their sites
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NICE TO HAVE

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- Experience using a Ticketing system / RMM Tool and PSA software
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- Experience providing support via remote tools
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- Experience handling Technical Service Tickets
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- Qualified IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
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- Client Experience Certifications such as Helpdesk Habits etc.
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- Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.
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- Experience managing cloud services such as Microsoft Office 365
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- Experience using ConnectWise Manage
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- Experience using Datto Product Family (RMM & Commerce)
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📌 Level 2 IT Engineer (Victoria)
🏢 Appentency Recruitment Services
📍 Victoria