Level 2 Support Analyst

2 weeks ago


Mulgrave, Victoria, Australia CPS IT Consulting Full time
CPS IT is working with a reputable ICT Managed Service Provider (MSP) in Mulgrave.


Our client is an established ICT Solutions Provider that specializes in the networking space with a focus on Cyber Security, Wireless, Hyper-convergence, LAN Networking, and Cloud Services.

We are recruiting for a

Level 2 Support Analyst to be based in the office Full-time.

Salary range $80-90k/annum plus Super - negotiable

Responsibilities:

  • Analyze customer requests, identify problems, and provide resolutions.
  • Troubleshoot hardware and software issues for desktops and laptops.
  • Troubleshoot network connection issues for wired and wireless networks.
  • Install, configure, and maintain computers, peripherals, and software.
  • Assist with the setup and maintenance of Active Directory, Exchange, and other server technologies.
  • Assist with the setup and maintenance of backup solutions.
  • Document technical support solutions in the knowledge base.
  • Assist with the onboarding and setup of new customers.
  • Monitor, respond to, and escalate customer inquiries.
  • Provide remote support and onsite support when needed.
  • Assist with the development and maintenance of operational processes and procedures.
  • Perform other duties as assigned.

Requirements:

  • 5 to 10 years of experience in providing desktop support and service desk.
  • Ticketing System
    Datto Autotask is Advantageous or similar
  • Strong understanding of
    Microsoft Windows Operating Systems .
  • Strong understanding of
    Microsoft Office suite/M365:
  • Experience supporting
    VMware/Hyper-V:
  • Experience with Active Directory, Exchange, and other server technologies.
  • Experience with backup solutions such as backup software and cloud solutions.
  • Experience with network hardware such as Routers, Switches, Wireless and Firewalls
    Aruba, Cisco

Fortinet, Checkpoint, Palo Alto:

  • Excellent customer service and communication skills.
  • Ability to handle multiple tasks simultaneously.
  • Ability to work independently and as part of a team.
  • A+ certification or equivalent experience preferred.
Kindest regards

Craig Sounes

Director

CPS IT Consulting

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