AERA is a national Managed Services Provider ofbusinessCloud Solutions, IT Services, Voice, Data, Telephony, Cyber Security, Hosting, Ai Automation, Hardware and Licensing throughout Australia.
You can see us at are a fast growing, dynamic and professional organisation with offices in Sydney, Canberra, Melbourne & Brisbane.The roleWe're looking for a dynamic, enthusiastic person to join our service desk to handle and take responsibility for 2nd level technical assistance, and assist our 1st Level team on the Service Desk for the clients we support across Australia; You will also be involved in technology projects and On-Boarding clients as required on a need basis.This position will be based in our dedicated Office in Alexandria, SydneyPrevious experience providing remote technical support and working as part of an external helpdesk / managed services team will be highly regarded.What you'll doProviding second level support for all new and existing ICT support issues escalated to Level 2Troubleshooting and diagnosing technical issues remotely, over the phone and in personProvide support in the deployment, installation and maintenance of systemsAbility to develop, manage and maintain Office 365 environmentsAdvanced Knowledge of Active Directory and Azure ADManaging Windows Server TechnologiesMicrosoft Cloud Technologies - Teams, SharePoint, Security and Compliance, AzureInfrastructure Design and ImplementationEffective engagement with 3rd parties to optimise outcomesParticipate in mentoring, knowledge sharing and advice to wider organisationsGreat customer service with an attitude of willing to please and succeedAbility to deliver a comprehensive IT systems audit and developing procedures and manuals where necessaryDeveloped interpersonal, negotiation,



written and verbal communication skillsStrong organisational skills and attention to detailBe an independent person who thrives in a quick-paced environmentWillingness to be hands-on and perform tasks of all levels of complexity when required from level 1 support through to leadershipA Driver's LicenseWe don't expect you to have the following application knowledge, but you will be required to quickly adapt to the following if you don't have them already:ConnectWiseIT GlueN-Able N-Central RMMSkills and experienceMinimum of 1 years' experience working at an MSP this is Mandatory for this roleMinimum of 2 years' experience working on Networks, Desktops and Servers (Helpdesk background will also be considered beneficial)Demonstrated experience supporting LAN and WAN infrastructuresA basic understanding and support methods for the above technologiesSuperior communication skills, written and verbal, must be fluent in English and possess great phone mannerDemonstrated experience in operating within an IT support team environment and in meeting deadlinesDemonstrated successful experience in working within a Windows environmentDemonstrated successful experience in working within Virtual environmentsAdvanced knowledge in supporting PC software applications, particularly Microsoft Office SuiteRelevant qualifications in Information Technology or related fieldWhat we offerFriendly, rewarding environmentFantastic work culture + supportive management + great work/life balanceEndless opportunities to grow and learnWorking with Mid-Market and Enterprise Network TechnologiesBe careful - Don't provide your bank or credit card details when applying for jobs.
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📌 Service Desk Analyst Helpdesk Level 2 (Sydney)
🏢 AERA CLOUD
📍 Sydney