IT Helpdesk – Level 2

3 weeks ago

Cairns, Australia Computerman Full time

Join Computerman, a leading Managed IT Service provider based in Cairns, QLD, dedicated to securing, scaling, and supporting Small to Medium businesses’ IT infrastructure and Cloud, with a strong emphasis on cyber security.

What We Offer As An MSP:

- Secure, Scalable, and Reliable IT Support for Networks and Cloud
- Bespoke Cloud Migration and Support Services
- Focused IT solutions for the Small to Medium business market

Role Description

Join our team as a full-time, Level 2 Information Technology Engineer and become an integral part of our commitment to supporting clients with quality, efficiency, and integrity.

For Level 2 (in addition to Level 1):

- Previous experience in a help desk or technical support role.
- Advanced troubleshooting skills for hardware, software, and network issues.
- Familiarity with ticketing systems and ITIL best practices.
- Ability to mentor and assist Level 1 team members.

We’re Looking for Someone Who:

- Understands when and how to take initiative
- Possesses a passion for what they do
- Has a willingness to develop and progress
- Easy-going work environment and culture
- Flexibility to work from home when scheduling allows
- Stand-up desk and high-powered laptop
- A proactive approach to ongoing training for life-long skills development
- Team social events
- Location in a tropical paradise

Responsibilities

Customer Service:

- Address and resolve escalated helpdesk tickets
- Enhance clients’ experience with prompt, friendly, and efficient service
- Offer advanced, remote troubleshooting assistance
- Provide remote hardware maintenance and support

Ticketing System & Monitoring:

- Utilize the Ticketing System for resolving Helpdesk Tickets & Service Requests
- Manage and record all work through the Ticketing System
- Ensure Client Documentation is well-maintained
- Review RMM dashboard and apply remediation actions
- Monitor regularly scheduled/automated actions

Project Work:

- Assist with project delivery on-site or remotely as needed
- Communicate ticket status to clients at every step
- Submit timesheets and expense reports as per SOPs
- Identify, communicate, and mitigate potential risks

Team Work:

- Mentor junior team members
- Follow schedules provided by the Service Manager
- Adhere to Standard Operating Procedures
- Contribute to the process of innovative change

Criteria

Skills & Attributes

- English as your first language
- Ability to take constructive criticism professionally
- Strong problem-solving skills
- Advanced understanding of support tools and techniques used in MSP’s
- Advanced diagnosis skills and critical thinking for technical issues
- Advanced experience with Microsoft 365
- Ability to type quickly and accurately while on the phone

Nice to Have:

- Familiarity with ticketing, RMM, and PSA software
- Proficiency in remote support tools
- Client experience certifications (e.g., Helpdesk Habits)
- Background in IT support or with a Managed Service Provider (MSP)

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We provide professional IT support for Cairns businesses. Specialising in managed IT services, Microsoft 365, 3CX phone systems, networking & custom IT solutions specifically designed to meet your needs.

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