L2 Service Desk and Onsite Engineer

blueAPACHE; Sydney; On-site; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Health insurance discounts

Discounts on products

Employee Assistance Program

Ongoing training & paid certifications

Quality hardware & laptop provided

Employee referral programs

Job summary

blueAPACHE is an Australian owned MSP seeking an L2 Service Desk & Onsite Engineer in Sydney. You will provide onsite, remote, and field-based IT support across NSW, with some travel between customer sites and occasional in-office helpdesk work.

You will bring 2+ years in service desk or field services, strong AD/DNS/DHCP, and ticketing system experience. A valid license and IT qualifications help advance in a dynamic, collaborative team.

Qualifications

• 2+ years of experience in a Service Desk or Field Services role.
• Basic understanding of IT Infrastructure including networking tech (Routers, switches, VLAN, WLAN, WAN, TCP/IP, Radius, VPN).
• 2+ years Active Directory, DNS, DHCP and Group Policy experience.
• 2+ years experience with a ticket management system.
• Onsite Field Services work is essential.

Responsibilities

• Onsite and remote incident resolution and request fulfilment.
• Assist remote resolver teams with activities that require physical presence
• Create knowledgebase articles and process documents
• Reduce incidents by identifying root cause via proactive problem management
• Attend operations meetings with customers and blueAPACHE stakeholders
• Assist projects team with deployment of new infrastructure
• Act as the technical representative of blueAPACHE managed services
• L2 hardware troubleshooting of desk-side equipment and IT infrastructure
• Assist moves, adds, changes of desk-side equipment
• User creation and termination requests

Skills

Service Desk experience

Field Services experience

Networking fundamentals

Active Directory

DNS

DHCP

VPN

VLAN

Ticketing system experience

Onsite support

Education

IT degree or Diploma

Tools

Active Directory

DNS

DHCP

Group Policy

Router/Switches

VPN

Job description

blueAPACHE is an Australian owned award-winning Managed Service Provider, recognised for the 7th year running, as Mid-Market Partner of the Year at the ARN Innovation Awards.

We pride ourselves on being a genuinely great place to work, with a vibrant culture, clear vision, and strong leadership. When joining blueAPACHE, you are joining an organisation that is driven by our core values of employee and customer experience.

About the role

L2 Service Desk & Onsite Engineer role within the Service Centre Team in Sydney. The role will consist of L2 Onsite Engineer work with adhoc travel between customer sites located within Metro and Regional NSW.

You will also provide helpdesk/support work in the office when not required onsite. The successful candidate will have previous MSP experience and provide helpdesk and excellent Field Services Support to ensure the smooth operation of IT services for customers.

Key responsibilities

Onsite and remote incident resolution and request fulfilment

Assist remote resolver teams with activities that require physical presence

Create knowledgebase articles and process documents

Reduce the volume of incidents by identifying and eliminating root cause through pro-active problem management process

Attend Operation meetings with customers and blueAPACHE stakeholders to discuss operational support activities and new projects

Assist the projects team with deployment of new infrastructure (desk and server side)

Act as the key technical representative of blueAPACHE managed services

L2 hardware troubleshooting of desk side equipment and IT Infrastructure

Assist with moves, adds, changes of desk side equipment

User creation and termination requests

About you

2+ years of experience working within a Service Desk or Field Services role

Basic understanding of IT Infrastructure with some experience including networking technologies such as routers and switches (switching, routing, VLAN, WLAN, WAN, TCP/IP, Radius, VPN)

2+ years Active Directory, DNS, DHCP and group policy experience

2+ years experience working with a ticket management system

Experience with Onsite Field Services work essential

Other

A valid Driver's Licence and your own transport

IT degree or Diploma

Health Insurance discount with Medibank

Discounts on 1000's of products

Employee Assistance Program from The Mind Room

Ongoing training and development including paid certifications

Quality hardware and laptop provided

Employee referral programs

Regular social events and an awesome culture

Environment to make a real difference and develop careers within a supportive and rewarding environment

*** Please note, all offers of employment at blueAPACHE are subject to National Police Checking Service.