IT Systems Support Engineer

NextGen HR; Sydney; On-site; AUD 70,000 - 110,000; Full time

Job summary

NextGen HR is seeking an IT Systems Support Engineer (Level 2) for their Castle Hill office in NSW. The role handles Tier 2 support requests, delivering high-quality customer service and remote support while collaborating with Senior Engineers and other teams.

Ideal candidates have 4+ years in a similar MSP environment, solid ITIL/SLA understanding, and experience with Datto/Veeam backups and Autotask/ConnectWise ticketing. Strong AD/Windows Server and Azure skills are essential.

Qualifications

• 4+ years of experience in a similar MSP/managed services role.
• Understanding of ITIL and SLAs.
• Back-up and DR technologies (Datto, Veeam).
• Ticketing system experience (Autotask/ConnectWise or similar).

Responsibilities

• Handle Tier 2 support requests via ticket-based CRM with updates to clients.
• Provide technical advice and liaise with third parties on behalf of clients.
• Deliver quality remote support in line with SLAs using remote access tools.
• Create/update documentation using the in-house knowledgebase platform.
• Collaborate with Senior Engineers, SMEs, and Team Leaders on escalations and project work.
• Engage with other technical teams to coordinate solutions.

Skills

Active Directory

Windows Server

Azure Cloud

MDM & Intune

Networking

IP Troubleshooting

Tools

Autotask

ConnectWise

Job description

• Permanent full-time position with a competitive salary package
• Excellent client engagement role & opportunities to upskill
• Energetic and positive work culture – where people enjoy their job, have a laugh, and work together

About the Company

We are extremely proud to be working closely with an established managed service provider who provide first-class IT services for small to medium-sized organisations in Australia and New Zealand.

Our client provides managed IT solutions, cloud solutions and services, disaster recovery, VOIP phone and network solutions, to over 400 businesses around Australia and are growing at a rapid rate! They are also making quite a name for themselves in niche sectors such as specialist dental, medical, and small to medium-sized businesses.

Due to continued growth, we are seeking an experienced IT Systems Support Engineer (Level 2) to join our Castle Hill office as we expand our team!

The Role

As an IT Systems Support Engineer (Level 2), your role is responsible for handling a high volume of Tier 2 support requests. You will work in conjunction with the other external teams within the business to achieve the highest level of customer service and support for escalations. This role interacts directly with the clientele via phone, email, and face-to-face.

Responsibilities:

• Handle incoming calls, create, manage, follow-up, and resolve level two support requests via ticket-based CRM with a high level of attention to detail whilst providing clients with regular progress updates
• Provide technical advice to clients and interact with third parties on their behalf
• Deliver quality, professional remote support in a timely fashion (adhering to Service Level Agreements) using a variety of remote access tools
• Use in-house knowledgebase platform to learn about client systems, create/update documentation and utilise process documentation to conduct day-to-day activities
• Collaborate with Senior Engineers, Subject Matter Experts, and Team Leaders on support issues, escalations, and in some ongoing project work
• Engage in regular interaction with all technical teams within the business

Technical Skills & Capability Required:

• Ability to resolve and restore broken AD, servers, cloud, or network
• Server infrastructure including Active Directory, DNS, Windows Servers (various generations), DHCP, Microsoft Exchange & Office365, server monitoring & patching
• Ability to build & support MS Azure cloud infrastructure as well as MDM and MS Intune experience
• Knowledge & understanding of IP Troubleshooting, Subnetting, Core understanding of routing, Connectivity issues, Firewall related issues, bridging port access
• Back-up & Disaster Recovery
• Understanding of and hands-on experience configuring devices using Apple iOS and Android mobile platforms

Required Qualifications:

• Minimum 4 years of experience in a similar role in a Managed Service Environment
• Understanding of ITIL & SLA’s
• Back-up and DR technologies (Datto, Veeam)
• Autotask, ConnectWise or other ticketing system knowledge