IT Support Specialist
7 days ago
About the Company
MNL Technologies PTY is a leading Managed IT provider with a global presence, serving over 12,000 users worldwide. Our mission is to empower businesses to achieve success through the effective use of IT, making the world a better place for all.
Our Values
We uphold the following core values:
- Customer First: We prioritize our customers' needs and deliver exceptional service.
- Consistency: We strive for consistency in our service delivery and operations.
- Teamwork: We foster a collaborative work environment, where teamwork and open communication thrive.
The Role
We are seeking an experienced IT Support Engineer (Level 2) to join our dynamic team in Townsville. As an IT Support Engineer, you will be responsible for providing diagnosis, troubleshooting, and resolution of complex technical issues both remotely and onsite.
Key Responsibilities
- Resolve and manage escalated helpdesk tickets and service requests.
- Provide both remote and onsite Level 2 IT support.
- Work to the daily schedule as set out in the calendar.
- Undertake service work for customers as directed by the Service Operations Manager or Dispatch team.
- Document standards in IT Glue and create user documentation for repeatable tasks/changes/new systems.
- Build and maintain relationships with 3rd party vendors and manage any issues that may arise.
- Ensure customer satisfaction and positive client experience.
Requirements
- MSP experience is a must.
- Minimum 3 years of experience providing solid Level 1-2 support.
- Technical ability to match resources to technical issues appropriately.
- Experience using Connect Wise Manage or other ticketing systems.
- Strong knowledge of Office 365, Azure, VMWare, Hyper V, switches, routers, firewalls, Sophos.
- High level of customer service and ability to comply with Service Management processes.
- Tertiary qualifications in an IT or related discipline is an advantage.
- Relevant qualifications or certifications such as Comp TIA Network +, Sophos Central Endpoint and Server v3.0 - Engineer, Microsoft certifications.
- A valid driver's license.
- A blue card would be desirable, if not the ability to get one.
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