Level 1/2 Service Desk Engineer

ROLE: Level 1/2 Service Desk Engineer

LOCATION: Brisbane CBD

POSITION: Full Time

An opportunity exists to join a dynamic team that delivers data centre, internet, and voice services across 15 data centres in Australia, New Zealand and Japan. This growing organization is experiencing phenomenal growth in its main three product areas:

• Servers and Storage
• Internet and Data
• Voice and Telephony

The role includes maintaining and supporting data centre equipment, internet and network services, and voice and telephony equipment. If you're a like minded geek with a passion for the latest and greatest technology, this is the role for you – one that will involve working with the tech before everyone else.

We are a company of innovators, having developed our own technologies to augment and improve on what is currently available in the market. Paid training is available with all engineering level positions at NetVault, so get paid to train while at work.

Candidates are strongly encouraged to explore our website ) to gain a comprehensive understanding of the services offered and the potential responsibilities associated with this role, especially within the framework of our niche channel partner focused avenue that emphasizes strong support for Managed Service Providers (MSPs). If you are a proactive problem-solver with excellent communication skills, we invite you to join our dynamic team.

Duties to include

• Provide 1st level and 2nd level support calls for end customers and channel partners via phone and email support requests.
• Liaise with internal and external level 2 and level 3 support and update clients on the status of support requests.
• Assist level 2 and level 3 engineers and coordinate with end-users fault reports and status updates.
• Assisting other team members with Network Operations Centre (NOC) functions and informing end-users of scheduled and unscheduled outages.
• Order and coordinate NBN and internet services with carriers for end-users and channel partners (via Telstra Wholesale, Optus Wholesale, AAPT, NBNCo, etc).
• Provide updates to end-users and channel partners on Internet/Voice/Server order progress.
• Assist channel partners and end-users with their voice, internet, and telephony requirements and configure hosted PBX and 3CX systems as per end-user requirements.
• Create and document procedures for helpdesk and ordering processes to improve office efficiency.
• Configure and install internet services onsite at end-user premises.
• Prepare and configure routers and other customer premises equipment (CPE) for installation at end-user premises.
• Provide logistics assistance in collecting, moving, and delivering equipment between data centres, office locations, and end-user sites.
• Go the extra mile to give fantastic service to clients and channel partners.
• Other general office administrative tasks as directed.

Required Skills

• Bachelor of Information Technology / Network Engineering or similar degree is highly regarded.
• Technical support or service desk experience beneficial (Level 1) or (2+ years) is mandatory (Level 2).
• Previous experience working for an IT company, ISP, or network provider is advantageous.
• Knowledge of helpdesk process and escalation procedures.
• Excellent English skills in both verbal and written communication.
• Impeccable phone manner as the role is customer and partner-facing.
• Accuracy and attention to detail.
• Skills or experience working with NBN internet technologies.
• Experience with Ethernet over Copper and Fibre Internet technologies would be beneficial.
• Voice over IP (VoIP) and SIP telephony experience.
• Network routing and switching, TCP/IP, VLANs, QoS, Firewalls, Wireless, Fixed Wireless.
• General Microsoft Server skills like basic Active Directory, Exchange, etc.
• Cisco switching and routing skills are advantageous.
• Hyper Converged Infrastructure skills and certification would be beneficial (eg VMware, HyperV, KVM)
• Data centre experience would be beneficial.
• Strong work ethic and the ability to manage work effectively.
• Willingness to travel (must have current drivers' licence).

What's in it for you?

• Industry-competitive salary/hourly rate (commensurate with your experience).
• All overtime paid out or available as TOIL (Time Off In Lieu)
• Small company, where you have the chance to make a real difference.
• Collaborative, friendly team culture.
• Support for training and learning.
• Working with the best team in the industry - learn from our experts.
• Paid training with your a customised Professional Development Program (PDP).
• Great office location.
• Challenging projects and access to new technology.
• Work in an environment encouraging you to be the best you can be.
• Work with exciting new technologies, like SpaceX and Starlink - see the video below.