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Senior Infrastructure Support Engineer

3 months ago

Melbourne, Victoria, Australia Appetency Recruitment Full time

Job Description

Cloud environment support role

CBD location - capable colleagues - good pay

Cloud server and latest tech exposure

Our Client:

Our client is a MSP provided located in the heart of Melbourne CBD. The business is an established name with the niche regulated clients such as clients in Healthcare, Pharma, Financial Services, Legal etc

Role:

The relates to all technology, including workstations, servers, printers, networks, and vendor specific hardware and software. The position also entails monitoring of our customer's infrastructure, with maintenance performed as required.

Key Responsibilities:
  1. Maintain and implement cloud infrastructure and migrated customer infrastructure
  2. Support and Maintain client environment and users
  3. Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
  4. Technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
  5. Remote access solution implementation and support: VPN and Terminal Services.
  6. Attend escalations from the remote monitoring and management system alerts and respond accordingly through service tickets.
  7. System documentation maintenance and review in ConnectWise.
  8. Preparation of new equipment for customer deployments.
  9. Improve customer service, perception, and satisfaction.
  10. Fast turnaround of customer requests.
  11. Ability to work in a team and communicate effectively.
Skills & Experience:

Excellent knowledge of IT cloud server, Office365, network, desktop, firewalls, etc.

Experience in Windows & Exchange Server, Active Directory, Office 365

Ability to manage a server using system management interface.

Experience in current Microsoft desktop operating systems.

Good experience with virtualisation and hyper-converged infrastructure

Understanding of networking technologies.

Troubleshooting and problem solving skills in ICT, including servers, desktops, printers and networks.

Experience with ConnectWise and LabTech.

Experience with Remote Management and Monitoring (RMM) tools and Professional Services Automation (PSA) tools.

At least 5 years' experience in a helpdesk role.

Strong organisational, presentation, and customer service skills.

Superior written, verbal and documentation skills (must be fluent in English) and the ability to communicate clearly and effectively over the phone.

What is on offer:

Base salary + super

Permanent position

Excellent office & culture - where people enjoy their job, and always learn a lot


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