Senior IT Technician (Managed Services)

Computerman; Cairns; On-site; AUD 75,000 - 90,000; Full time

Benefits offered by this job

Easy-going work environment and culture

Flexibility to work from home

Stand-up desk and high-powered laptop

Team social events

Job summary

Join a leading Managed IT Service provider based in Cairns, QLD as a Level 2 Information Technology Engineer. You will support clients with quality IT services, focusing on advanced troubleshooting and client documentation, while mentoring junior staff. Enjoy a flexible work culture in a tropical paradise.

Qualifications

• Previous experience in a help desk or technical support role.
• Advanced troubleshooting skills for hardware, software, and network issues.
• Ability to mentor and assist Level 1 team members.

Responsibilities

• Address and resolve escalated helpdesk tickets.
• Utilize the Ticketing System for resolving Helpdesk Tickets & Service Requests.
• Assist with project delivery on-site or remotely as needed.

Skills

Problem-solving

Customer Service

Adaptability

Initiative

Tools

Microsoft 365

Ticketing Systems

Job description

Join Computerman, a leading Managed IT Service provider based in Cairns, QLD, dedicated to securing, scaling, and supporting Small to Medium businesses’ IT infrastructure and Cloud, with a strong emphasis on cyber security.

What We Offer As An MSP:

• Secure, Scalable, and Reliable IT Support for Networks and Cloud
• Bespoke Cloud Migration and Support Services
• Focused IT solutions for the Small to Medium business market

Role Description

Join our team as a full-time, Level 2 Information Technology Engineer and become an integral part of our commitment to supporting clients with quality, efficiency, and integrity.

For Level 2 (in addition to Level 1):

• Previous experience in a help desk or technical support role.
• Advanced troubleshooting skills for hardware, software, and network issues.
• Familiarity with ticketing systems and ITIL best practices.
• Ability to mentor and assist Level 1 team members.

We’re Looking for Someone Who:

• Understands when and how to take initiative
• Possesses a passion for what they do
• Has a willingness to develop and progress
• Easy-going work environment and culture
• Flexibility to work from home when scheduling allows
• Stand-up desk and high-powered laptop
• A proactive approach to ongoing training for life-long skills development
• Team social events
• Location in a tropical paradise

Responsibilities

Customer Service:

• Address and resolve escalated helpdesk tickets
• Enhance clients’ experience with prompt, friendly, and efficient service
• Offer advanced, remote troubleshooting assistance
• Provide remote hardware maintenance and support

Ticketing System & Monitoring:

• Utilize the Ticketing System for resolving Helpdesk Tickets & Service Requests
• Manage and record all work through the Ticketing System
• Ensure Client Documentation is well-maintained
• Review RMM dashboard and apply remediation actions
• Monitor regularly scheduled/automated actions

Project Work:

• Assist with project delivery on-site or remotely as needed
• Communicate ticket status to clients at every step
• Submit timesheets and expense reports as per SOPs
• Identify, communicate, and mitigate potential risks

Team Work:

• Mentor junior team members
• Follow schedules provided by the Service Manager
• Adhere to Standard Operating Procedures
• Contribute to the process of innovative change

Criteria

Skills & Attributes

• English as your first language
• Ability to take constructive criticism professionally
• Strong problem-solving skills
• Advanced understanding of support tools and techniques used in MSP’s
• Advanced diagnosis skills and critical thinking for technical issues
• Advanced experience with Microsoft 365
• Ability to type quickly and accurately while on the phone

Nice to Have:

• Familiarity with ticketing, RMM, and PSA software
• Proficiency in remote support tools
• Client experience certifications (e.g., Helpdesk Habits)
• Background in IT support or with a Managed Service Provider (MSP)

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We provide professional IT support for Cairns businesses. Specialising in managed IT services, Microsoft 365, 3CX phone systems, networking & custom IT solutions specifically designed to meet your needs.