Level 2 Support Engineer

Appetency Recruitment Services; Melbourne; Hybrid; AUD 60,000 - 100,000; Full time

Benefits offered by this job

Competitive remuneration

Career development opportunities

Bonus structure

Corporate travel cards

Good working environment

Job summary

An established Managed Service Provider in Melbourne is seeking a dedicated IT Support Engineer to join their dynamic team. This role offers a unique opportunity to work closely with clients, providing exceptional technical support while gaining exposure to a variety of technologies. You'll be responsible for managing client environments, ensuring their goals are met through strategic support and problem-solving. With a strong emphasis on professional development, this position allows you to grow your skills in a collaborative and supportive atmosphere. If you're passionate about technology and customer service, this is the perfect opportunity to advance your career in a thriving company.

Qualifications

• 4+ years of MSP experience supporting multiple clients.
• Strong knowledge of Microsoft stack and customer service skills.

Responsibilities

• Manage end-to-end infrastructure for assigned clients.
• Provide in-person and phone support to clients.

Skills

MSP experience

Microsoft 365

Customer service skills

Communication skills

Technical support

Problem-solving

Education

Relevant IT qualification

Tools

Office 365

Azure

OneDrive

SharePoint

Endpoint Manager

Veeam

Meraki

Watchguard

Qualys

VMware

Job description

• Support multiple clients - Team providing an opportunity to learn and grow
• Offering Best of MSP and internal environment exposure – MSP technology exposure with a lot of client site work – travel using corporate taxi card
• Central location near Flagstaff train station offering good work environment

Our client is an established VIC based Managed Service Provider supporting SMB clients. The company has a significant focus on professional development. The vision of the company is to honestly help its customers achieve their vision while offering growth opportunities to the team. The company follows a 100% ownership of client’s problem approach and is focused on growing steadily while uplifting the capability of the team simultaneously.

You and another person in the team will be assigned a couple of clients as the Primary and Secondary techs. Thus, you will be involved in and accountable for everything related to the customers' environment including support, projects, and onsite customer engagement. The role offers the best of MSP technology exposure while providing 360-degree exposure to manage the internal environments for clients.

The company focuses a lot on in-person support and has a high-touch strategy for the clients. Thus, you will be working from the office or client’s site 4 days a week or traveling to client sites quite frequently from the office. You will be given a corporate taxi travel card to travel to client sites once you are in the office. You will only be required to drive to client sites when you are working a full day at a client site.

Role and Responsibilities:

You will be responsible for operating as part of the wider team supporting all customers but predominantly accountable for managing a couple of clients’ end-to-end infrastructure and support. You will work across technology but each ticket or initiative you support for your assigned clients must enable your client to achieve their goals:

1. A genuine focus on understanding your client's business and helping them achieve their goals
2. Provide excellent in-person support and also support customers over the phone
3. Experience supporting multiple clients
4. Keen interest in technology, gaining fundamental knowledge, and interest in resolving the root cause of the problem
5. Strategic focus on the impact of your role
6. Accountable for the technology environment for your clients, managing a wide array of technologies such as Office 365, Azure, OneDrive, SharePoint, Endpoint manager, Veeam, Meraki, Watchguard, Qualys

Experience and Skills Requirements:

1. At least 4+ years MSP experience supporting multiple customers at the same time
2. Good experience with Microsoft stack including M365, Auto-Pilot, Endpoint Manager, M365 security, server, etc., and other technologies such as VMWare, Veeam, Meraki, servers, DB, etc.
3. Outstanding customer service skills and ability to relate to the impact of your role
4. Excellent communication, customer service, and relationship-building skills

On Offer:

• Competitive Remuneration
• Good working environment providing a long-term career and learning opportunities
• Good exposure to support and projects
• Bonus structure
• Focus on 1st touchpoint and root cause resolution
• Office walking distance from train station & corporate travel cards

How to apply:

ATTENTION! Please make sure you apply ONLY through our website. DO NOT apply for Appetency Recruitment Services jobs anywhere else on the web.

• If you are on our website then please apply using the “Apply Now” button below

Other titles for this role in other organizations might be: Level 2, Service Desk, System Support, Help desk Support, Level 2 Technician, Support Engineer, Managed Services Engineer, Operations Engineer

Location: IT Infrastructure (Melbourne - Hybrid, certain work from office and certain work from home days in a week)