3 days ago Be among the first 25 applicantsDirect message the job poster from Command I.T. ServicesIT Operations | SME Cloud Solutions | Virtualization | VOIP | Disaster Recovery ConsultingRole DescriptionThis is a full-time, on-site role for an MSP Senior IT Technician (Level 3) at Command I.T. Services in Balcatta, Perth, WA. The Senior IT Technician will be responsible for troubleshooting, providing technical support, leading and implementing projects, delivering outstanding customer service, offering training, and ensuring seamless IT operations for our clients.ResponsibilitiesOwnership of Service RequestsTake full ownership of assigned and escalated service requests, ensuring timely resolution and clear communication with stakeholders.Project ManagementManage projects from end to end (e.g., migrations, deployments, network upgrades), coordinating all phases effectively.Investigate assigned support incidents, coordinate recovery actions, and drive issues to completion.Reactive SupportAnswer inbound support calls to assist users.Accurately log service requests and updates in the company’s internal CRM.Proactive SupportInitiate outbound calls to users and troubleshoot if system logs/alerts indicate potential issues—prior to users reporting them—to pre-emptively minimize any downtime.Liaise with customers regularly, maintaining updated ticket statuses and clear documentation of issue progress.Required Technical KnowledgeCandidates must possess solid expertise in the following areas:Microsoft Hyper-V platforms including failover clustering.Microsoft Exchange platforms.Power Automate (MS Flow).Commonly used Azure platforms (VMetwork/Storage).Networking & SecurityIP routing, routing protocols, and debugging.Very good understanding of internet protocols and architecture.Voice and Unified CommunicationsVOIP/SIP configuration and audio quality troubleshooting.3CX and MS Teams.Backup & Disaster RecoveryVeeam/StorageCraft backup solutions.Disaster recovery methodologies.Configuring Windows Server Roles and Features.Configuring/troubleshooting Windows Servers and Workstations.Configuring/troubleshooting Networking.Storage SystemsStorage area network (SAN).Desirable Qualifications & Experience5+ years of direct customer service experience in an MSP environment.Proven track record of delivering high-level customer service and creative problem-solving.Self-motivated team player able to work calmly under pressure, meet deadlines, and handle minimal supervision.Keen attention to detail and a high degree of accuracy in data entry.Excellent organizational skills to manage multiple tasks and priorities.A “can-do” attitude with the ability to lead by example.Ability to troubleshoot complex problems within scope of responsibility.Familiarity with ITIL methodologies and processes.Education & CertificationsTertiary education in IT or a related field.Cisco Certified Network Professional (CCNP).Microsoft Certified Solutions Associate (MCSA Windows Server).Microsoft Certified Solutions Associate (MCSA Office 365).Seniority levelMid-Senior levelEmployment typeFull-timeJob functionInformation TechnologyIndustriesIT Services and IT Consulting
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