Senior Technical Support Engineer

1 month ago

Sydney, New South Wales, Australia Remote Staff Full time
Job Title: Sr. Technical Support Engineer

Join Remote Staff, a leading provider of remote work solutions, as a Sr. Technical Support Engineer. In this role, you will be responsible for providing level 3 support, troubleshooting and maintaining Azure virtual desktop, and ensuring the overall security of the system.

Responsibilities:
  • Provide level 3 support to customers via phone, email, and remote access.
  • Troubleshoot and maintain Azure virtual desktop, ensuring high uptime and performance.
  • Monitor and maintain general infrastructure, including on-premise and Windows systems.
  • Ensure backups have completed successfully on a daily basis and resolve any issues in a timely manner.
  • Manage day-to-day change control process, coordinating with customers and other staff members.
  • Work with the TAM team to execute patching and change control.
  • Document cases, recommendations, and resolutions into the knowledge base for internal and customer access.
  • Contribute to documentation that may assist in reducing support load.
  • Provide accurate timing estimates on work.
  • Maintain a high level of collaboration with staff from other areas of the business.
  • Share knowledge and upskill peers.
  • Contribute to company professional standards, working closely with the Head of MS and other senior engineers.
  • Discuss technical solutions with clients and provide innovative new ideas.
  • Maintain awareness of industry issues and trends, particularly in regard to accessibility, usability, performance, and emerging technologies.
  • Time permitting, assist with onboarding new customers, including building relevant infrastructure and assisting with migration tasks.
Requirements:
  • Minimum of five years' experience in a technical customer support environment with experience as a level engineer.
  • Understanding of infrastructure, on-prem, and virtual desktop (mostly Azure) - Cloud experience is a requirement.
  • Proficient in Office365.
  • Well-versed in IT/cyber security.
  • Experience with ticketing systems.
  • Understanding of change management.
  • Network experience - proficient in FortiGate (troubleshooting).
  • Understanding of backups and software.
  • Nice to have Nerdio (backup) experience.
  • Nice to have Linux experience.
  • Strong written and verbal communication skills, as well as strong listening skills.
  • Domain management knowledge.
  • Azure/Microsoft certifications.
  • ITIL and ITSM certification, desirable.

Please prepare your Government IDs (TIN, SSS, Philhealth, Pag-ibig) as part of the application and placement process. In the event of placement to a contract with a client, you will be required to submit a copy of your BIR 2303 (Certificate of Registration) as part of compliance with government regulations.

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