This is an amazing opportunity to work with a great team in Australia's most exciting Managed IT and Print company!
We are the leading provider of Managed Technology Solutions to local and regional organisations in Australia where we help businesses across the nation to harness office technology to improve productivity, efficiency, and growth. Our customer relationships and delivering outstanding experiences are critical to our success as a Technology Partner. We are looking for a L2/3 IT Support Engineer for our Melbourne office, while supported by the wider enterprise team.
Your key responsibilities will be: Providing level 2/3 IT support to our broad range of Enterprise clientsProvide timely support via phone, ticket updates, and on-site visitsManage support priorities and conduct maintenanceWork with, but not limited to Windows Server, Microsoft 365, Azure, VMware, Sophos, Ubiquiti, and Datto RMM to support client environmentsComplete ticket updates, time capture, and logging opportunities accurately in efex ITSM toolsDevelop and maintain documentation, including standard operating procedures and knowledge base articlesAct as a trusted advisor to clients, ensuring strong customer relationships and clear communicationParticipate in a rotating roster for emergency support outside standard business hoursRemain current with technology by obtaining and maintaining industry certificationsYour KPIs will include: Meeting ticket closure and billable hours targetsTicket SLA response and resolution targetsEnsuring consistent and comprehensive notes are included in each ticketUpdate all outstanding tickets dailyRegular client follow-ups by email and phoneUpdating documentation with new procedures or improvementsLog sales opportunities to improve client environmentsWhat you need to succeed: 3+ years' experience in an IT support roleStrong proficiency in troubleshooting desktop hardware, software, and network-related issuesProficiency with networking concepts and protocols, TCP/IP, DNS, DHCP, and VPN technologiesSolid understanding of Active Directory, Group Policy, and server operating systemsHands-on experience with Microsoft cloud technologies, including Microsoft 365, Entra, and IntuneIndustry-based technical certifications (Microsoft, CompTIA, AWS, Cisco) a bonusExcellent communication skills, both verbal and written, to effectively interact with clients and team membersProven ability to prioritise tasks and work efficiently in a fast-paced environmentExcellent problem-solving skills, with the ability to diagnose and resolve technical issues independentlyPrerequisites: Only applicants with the eligibility to work in Australia will be consideredApplicants should also be able to successfully complete a police checkMust have a current driver's licenceWhat We Offer: A competitive salary with opportunities for professional growth and exposure to cutting-edge technology and innovative solutions. We are agile and always looking to grow our business and our people while we continue to cultivate a supportive and inclusive work environment.
How to Apply: If you are passionate about information technology and meet the qualifications listed above, we encourage you to apply. Please submit your resume and a cover letter to this job ad.
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