Level 2 Technical Support Engineer

4 weeks ago

Melbourne, Australia Intellihub Full time
Job Description

The Level 2 Technical Support Engineer is highly competent and capable in addressing and resolving complex technical issues that are escalated from Level 1 or Level 3 Support.   This role involves diagnosing and troubleshooting advanced hardware and software problems, ensuring that end user compute devices, systems, and networks run smoothly. With a strong customer focus, you will work across both IT and business stakeholders, you will deliver high-quality customer service across users working from home, office and offshore. 

  • Ensuring the security of IT systems and networks, including implementing appropriate security measures, monitoring, and incident response
  • Administrator and maintain software asset management, end-user experience monitoring, MS Intune, Microsoft desktop, Endpoint Manager, and other MDM MAM platforms
  • Demonstrated personal qualities including experience training and mentoring of junior/helpdesk staff as part of IT talent development
  • Provide expert technology support across the network and infrastructure services
  • Identify, troubleshoot, and resolve incidents through to documenting findings and recommendations
  • Maintain and continuously improve Intellihub EUC systems
  • Participate in an after-hours support schedule for critical incident management
  • Managing Active Directory, including user management, group policies, and access controls
  • Take initiative and respond to time-sensitive situations
  • Promote a safe and healthy work environment and contribute to continual improvement in quality and performance at Intellihub by complying with all relevant policies and procedures

Qualifications

  • Tertiary qualifications in computer science highly desirable
  • Expertise in various operating systems, network configurations, and security protocols to maintain IT infrastructure
  • Enjoy providing great customer service and have a genuine appetite to learn
  • Detail-orientated with strong analytical and problem-solving capabilities
  • Organised with the ability to work on multiple concurrent tasks and adapt to shifting priorities
  • Proven support and implementation experience in Microsoft Windows desktop operating systems
  • Experience with Windows operating system and applications administration and deployments
  • Capable of working on Active Directory and Azure Active Directory
  • Familiarity with networking concepts, protocols, services, and technologies
  • Strong knowledge of O365 or M365
  • Knowledge and understanding of IT Service Management frameworks
  • Driven to achieve positive outcomes with willingness to proactively lean in
  • Excellent oral and written communication skills


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