Level 2 Help Desk Support

3 days ago

Melbourne, Australia Finrea Pty Ltd Full time

For over 25 years Finrea Pty Ltd has been providing IT Services to not-for-profit & community-based organisations and SMBs throughout Australia and New Zealand. Our services include IaaS, SaaS, Digital Transformation, Project Management, Technology Solution and Design, Database Development, Helpdesk Services and Grant Management Services.

An opportunity has opened up to work in a supportive team where you will be exposed to new technologies and able to continue to grow your skills and knowledge. We are a close-knit team with low staff turnover, family-friendly workplace policies, and a work-from-home-first policy.

To succeed in this role, you will need to be self-motivated and self-directed, be a confident communicator with strong problem-solving skills, be outcome focused, and be able to proactively build and maintain client relationships.

**Key Responsibilities**
- Provide Level 2 technical support to Finrea’s Managed Services Clients
- Triage, prioritise and manage Help Desk and system alert tickets effectively
- Assist with the design, planning and delivery of IT development projects

**Duties and Responsibilities**
- Act as support for all infrastructure related help desk requests, ensure all issues are resolved in timely manner
- Maintain, monitor, improve and support networks, hardware, software and phone systems
- Assist with developing and maintaining Disaster Recovery Plans
- Provide training and technical assistance to clients.
- Perform related duties as assigned by Finrea Management Team
- Communicating effectively with all staff regarding all aspects of your role
- Creating and updating IT infrastructure documentation

**Competencies Required**
- Minimum 2 years’ experience desktop support
- Very strong commitment to customer satisfaction and positive client outcomes
- Excellent verbal and written communication skills
- Experienced end-user supporter across a range of environments and devices
- Highly developed client relationship management skills, with a strong commitment to client service
- Excellent technical problem-solving skills
- Multi-tasking and time management skills
- Strong interest in, and demonstrated ability to quickly achieve new technical competencies
- Ability to work independently, develop and manage client relationships, plan and undertake your own work program with minimum supervision
- Be prepared to continuously upgrade skills and understanding of issues within the IT industry. Ability to work remotely without direct day to day supervision in a fast-paced MSP environment
- Fast learner with a “can-do” attitude

Previous experience working in a MSP environment will be highly regarded.

To be eligible for this position you must have an appropriate visa to work in Australia/New Zealand

**Job Types**: Full-time, Permanent

**Salary**: $60,000.00 - $80,000.00 per year

**Benefits**:

- Travel reimbursement
- Work from home

Schedule:

- 8 hour shift
- Flexible hours

Supplementary Pay:

- Bonus
- Overtime pay

Work Authorisation:

- Australia (required)

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