Service Desk Engineer

1 week ago

Sydney, New South Wales, Australia Limelight People Full time $60,000 - $100,000 per year

One of our clients who are a fast growing Managed Service Provider (MSP) are growing and looking hire an experienced Service Desk Engineer to their team.

We are looking for a Service Desk Engineer with solid Level 2 Support experience and some Level 3 when required.

The MSP provide a range of cloud solutions to customers such as Office365 and Microsoft Azure through to Internet and Phone solutions.

The role will primarily focus on working with customers across Sydney to provide first class pro-active and re-active support across their infrastructure.

Duties and essential job functions:

• Take ownership of the service desk and manage customer expectations

• Provide technical assistance for our customers over the phone and email

• Travel to customer sites to provide technical support (when required)

• Responding to escalations from the team when required

• Fulfil Service Requests within SLAs

• Participate in customer meetings over the phone or in person to provide project updates

• Assist the sales team with technical pre-sales for our cloud offerings from time to time

• Assist in the administration of the Cloud Services Infrastructure and on-premise infrastructure

• Clearly document all activities in our case management tool

• Monitoring and actioning alarms from automated management systems

• Assisting with special projects as deemed by management

Desired Skills and Experience

• Ability to work autonomously

• Excellent written and verbal communication skills

• Previous customer support experience in a complex environment

• Excellent troubleshooting and analytical skills

• Experience in a similar role with a Managed Service Provider will be highly regarded

• Experience managing Microsoft Office365 and Microsoft Azure

• Experience supporting Windows desktop environments, including Windows 7, 8 and 10.

• Experience with troubleshooting business internet, router and Wi-Fi issues.

• Experience in configuration and administration of Windows Servers

• Experience in configuration and administration of Active Directory domains, including Group Policies, Microsoft Clustering, and IIS

• Experience supporting web hosting, including cPanel

• Able to work in a fast-paced environment

• Familiarity with the ITIL framework would be highly regarded

• Current Microsoft certifications will be highly regarded

• Networking skills would be highly regarded

This is a Permanent position and is based on the North Shore of Sydney close to the train, metro and bus links. Growth opportunities within the expanding business are on offer.

Please note this role requires 4 days a week in the office - working hours are 8.30am-5pm (Monday - Friday)

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