Level 2 Support Engineer

techpathau; City of Brisbane; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Work from home flexibility

Paid leave

Superannuation

Job summary

TechPath is a Brisbane-based IT service provider delivering Managed Services to our clients. We’re seeking a Level 2 Support Engineer who can deliver exceptional experiences when clients need help.

Join an award-winning team that values mentoring, career progression, and a culture built on real care, with work-from-home flexibility and a balanced approach to technology and people. In this role you’ll support Microsoft environments, contribute to projects, and help safeguard client data with

Qualifications

• 2 years' experience in a similar role supporting Microsoft environments.
• Experience with RMM tools and ticketing systems preferred.
• Strong customer-service and communication skills.

Responsibilities

• Provide remote technical support and resolve client issues.
• Assist and occasionally manage client projects.
• Support backup and recovery in Veeam and Datto.
• Support a diverse range of platforms and technologies.
• Handle escalations from and mentor Level 1 Engineers.
• Troubleshoot, provision, and support Microsoft Cloud solutions.

Skills

Remote technical support

Customer-focused attitude

Problem solving

Tools

RMM

Ticketing systems

Microsoft 365

Job description

So, what are you really looking for from your next job?

And, yes, we're interested in your honest answer. Not what you expected to read in a job ad?

But it’s the most important question right?!

If you’re looking for a new role it’s probably because the one you’ve got isn’t ticking all your boxes.

Obviously, we can’t have a conversation in a job ad, so we’ll just go ahead and tell you what we’re offering and leave it to you to decide whether that's what you're looking for, or not.

About TechPath

We’re an IT Service Provider on the south side of Brisbane delivering Managed Services to our clients.

Passionate about delivering excellence in technology solutions, we place client needs at the heart of all we do. Our core values 'create an experience,' 'one step ahead,' 'we are one,' and 'keep it real' help keep us on track, and we've worked hard to build an engaging work environment with a fun and social team culture.

But most importantly, we’re not just going to tell you a bunch of stuff about how great we are.

We prefer to show you because actions always speak louder than words.

The Position

We’re thrilled to invite you to join our award-winning team as a Level 2 Support Engineer.

We’re known for our outstanding career progression opportunities, an awesome team environment, and we’ve won awards for being the best place to work.

The role itself is typical of what you’d expect a Level 2 Technical role, however our teams are made up of a mix of Level 1, 2 and 3 Engineers so that you’ll get the chance to learn from and mentor others in the team.

Your primary responsibility is to provide an exceptional experience when clients seek assistance.

Day-to-day you'll be helping clients with:

• Remote technical support and problem resolution
• Assisting and occasionally managing client projects
• Backup and recovery in products like Veeam and Datto
• Support for a diverse range of platforms and technologies
• Handling escalations from and mentoring Level 1 Engineers
• Troubleshooting, provisioning, and support of Microsoft Cloud solutions

Watch this video to see what a day at the TechPath office looks like

You can also hear Lydon, one of our Team Managers, talk about a day in the life of a Level 2 Support Engineer on page 14 in the Application Pack.

The Perks

Yes, of course we pay you a fair salary, but that’s not a perk, neither is superannuation, paid leave or free snacks in the kitchen and yes, you’ll get all those here too as well as a few other pretty cool things (but more about that in the application pack).

Because work life balance is so important, we offer work from home flexibility.

We’ve made 3 key commitments that form the building blocks for our people-centered culture(because we’re all people and we want to enjoy coming to work too):

We treat you like the unique individual you are (not like a number)

How?

We create a personal profile for you during recruitment to understand your strengths and working style - then we use this to help us place you in the team that’s going to be best for you. So we set you up to succeed.

We map out a clear career path for you from day one (we know you want progress)

How?

A career path that includes key milestones that will help you further develop your skills if you just work through it step by step. This will include qualifications and skills you'll need to master that will keep you moving forward.

We pay for you to learn (because it’s a win win)

How?

We pay for your new certifications along your career path and we also offer increased salary and cash bonuses for completing certification tracks. Wherever possible we also give you some extra paid time to work on the course.

About You

You’ll need 2 years' experience in a similar role supporting Microsoft environments utilising tools such as RMM & Ticketing systems.

But that’s just the starting point.

• They have a growth mindset.
• They are empathetic and patient.
• They have a natural sense of curiosity.
• They understand the value of delivering a great customer-experience.
• They are motivated by solving problems and enjoy the process of working through solutions.
• They have a well-developed set of client communication skills to engage with and help clients.