Level 2 Support Analyst

2 weeks ago


Mulgrave, 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 on-boarding 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

0400 790 911


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