L2 and Field Engineer

1 week ago

Melbourne, Victoria, Australia Fish Field Inc Full time
  • Catering to escalations from L1service desk
  • Support multiple customers anddifferent environments
  • Opportunity to learn fromdifferent environments and technologies

Our clienta small Managed Service Provider catering to over 40 customers in Melbourne.The MSP has many clients that they have been servicing for years. The team of10 including onshore and offshore caters to clients as a One Team to resolvecustomer issue promptly.

About the role

Acting as the escalation point for 5-6 Level 1offshore resources, you will be traveling to client sites and catering toescalations. You need to be self-sufficient to identify and resolve end userand network related issues. Catering to small and medium businesses throughout Melbourne,you will need to customer driven but be commercially aware while managingclients and issues. You must ambitious with highly developed communication andinterpersonal skills.

Role andResponsibilities:

The role will require you to predominantly on-site support to customer baseand take escalations from the overseas L1 service desk. Other elements of therole include:

· Provide over the phone and on-sitesupport to the end users

· Experience supporting multiple clients

· Strong knowledge across:

o End user support – you must be goodwith solving problem, identifying root cause of the customer problem,technically resolving the problem and communicating with the customer

o Network – be strong with networkingconcepts and able to identify and resolve network, WAN, LAN, DNS, DHCP, etcrelated issues

o Firewalls – understands firewalls andaccess controls through firewalls and able to modify firewall settings

· On-site installation and testing ofall IT devices such as servers, computers, firewalls, phones, switches etc.

· Scheduling regular onsite visits toassess our client's IT environments and perform maintenance.

· Cleaning, standardising, andoptimising the hardware for our clients to keep the IT environment up to date.

· Resolving customer issues by working ontickets and managing your own or allocated tasks

· Participate in project work whenrequired

· Knowledge of the following technologies:

o Office 365 Admin / Migrations

o Exchange Server

o Veeam

o Watchguard / Fortinet

o MS Teams

o Ticketing and DocumentationSystems

o RMM Exposure

Experienceand Skills Requirements:

· Atleast 2+ years MSP experiencesupporting multiple customers at the same time

· Have outstanding customer serviceskills and commercial acumen skills

· Ability to deal with multiplecustomers in varying IT capability at the same time

· IT Certifications / Degree / Diplomapreferred

· Overall support experience across networking,TCP/IP + DNS + DHCP, Microsoft 365, Windows Server, Active Directory andExchange server, and Azure knowledge

· Full Australian Driver's License andown car

On Offer:

  • Competitive Remuneration
  • Good working environmentproviding a long term career

How to apply

ATTENTION Please make sure you apply ONLY through ourwebsite. DO NOT apply for Appetency Recruitment Services jobs anywhere else onthe web.

  • If you are on our website thenplease apply using the "Apply Now" button below
  • If you are NOT on our websitethen please visit our website to apply or apply via the link:

Other titles for thisrole in other organisation might be: Level 2, Service Desk, System Support,Help desk

Support, Level 2Technician, Support Engineer, Managed Services Engineer, Operations Engineer,Fields Engineer, Onsite Engineer

IT Infrastructure
(Melbourne - Northern suburbs )

Infrastructure Operations Engineer - DevOps,NOC

IT Infrastructure
(Melbourne - Northern suburbs )

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