Senior Support Engineer

Office Solutions IT; Perth; On-site; AUD 100,000 - 120,000; Full time

Job summary

Office Solutions IT Pty Ltd (OSIT) is hiring a Senior Support Engineer in Perth for a full-time role. You will mentor engineers, handle complex client queries, review KPI performance, and maintain tickets and timesheets in ConnectWise while managing team resources and contributing to process improvements.

The role requires a ICT qualification and 4+ years’ IT experience, with strong communication, problem solving and organisational skills.

Qualifications

• Bachelor’s degree or Diploma in ICT required.
• Minimum 4 years in IT as a Support Engineer or equivalent.
• Strong interpersonal communication, problem solving and organisational skills.
• Ability to communicate with business stakeholders about technical and business issues.

Responsibilities

• Mentor Engineers to be approachable, decisive, reliable, flexible and communicative.
• Manage client queries beyond the scope of technical expertise or others’ ability.
• Review KPI’s with Partner and Engineers.
• Enter daily activity in ConnectWise (configurations, tickets, timesheets).
• Manage team resources including absences, annual leave and recruitment.
• Contribute ideas on how to improve processes and service deliverables.
• Respond to client tickets in a timely and professional manner.
• Provide technical support to clients and support & project work.

Skills

Interpersonal skills

Problem solving

Organisational skills

Stakeholder communication

Initiative

Education

Bachelor’s degree or Diploma in ICT

Tools

ConnectWise

Job description

Office Solutions IT Pty Ltd (OSIT) is a company dedicated to providing comprehensive IT support and management services to businesses. Our central mission is to manage the complexities of information technology for their clients, allowing these businesses to concentrate on their core operations without IT-related concerns. We emphasize delivering efficient and reliable IT solutions through various service offerings. Our company offers a wide array of IT services tailored to different business needs. These include Managed IT and Essential IT support, robust Cyber Security solutions to protect data, and Virtual CIO (vCIO) services for strategic IT guidance. Additionally, OSIT provides managed Cloud Services, handles various IT Projects, and offers tailored business Communications services to foster easy connection and collaboration.

OSIT aims to provide cost-effective IT solutions and focuses on customer satisfaction, ensuring that IT infrastructure effectively supports business goals without creating undue burden. We serve a diverse client base across numerous industries, such as accounting, healthcare, legal, mining, not-for-profit organizations, and engineering firms.

Position Description

We are seeking a dedicated Senior Support Engineer to join our team on a full-time basis. In this role, you will be responsible for the following:

Effectively mentor the Engineers in terms of being approachable, decisive, reliable, flexible and communicative

Managing client queries or issues that are beyond the scope of technical expertise or ability of other team members

Review and discuss KPI’s with Partner and Engineers

Daily entry into Connectwise. For example, configurations, tickets processed correctly and timesheets

Managing team resources in terms of absences, annual leave and recruitment

Contribute ideas on how to improve the business in terms of process and service deliverables

Respond to client tickets in a timely and professional manner

Provide technical support to clients in a timely and professional manner

Provide support & project work to our clients

Ensure OSIT standards are being met at all times

Maintain a high level of technical skill

Continue to improve technical skill through studies and further education

Effectively communicate with clients

New ideas on how to improve the business and service deliverables

Ensure documentation completed and updated as appropriate

Create, manage and resolve root cause analysis tickets

About You

To be successful in obtaining this role, you will have:

A bachelor’s degree or Diploma in a relevant ICT field

Minimum 4 years in the IT industry as a Support Engineer or equivalent

Highly developed interpersonal communication skills

Strong problem solving and negotiation skills

Organisational skills

Ability to effectively communicate with business stakeholders about technical and business issues

Initiative

If successful, you will be paid a base salary ranging between approximately $100,000 to $120,000 per annum.

We specialise in providing IT support & cyber security services to businesses.

We favour honest, smart and fun individuals who have a drive to grow and care about helping others.

We question why, we find better ways to use technology and we’re always learning.

We specialise in providing IT support & cyber security services to businesses.

We favour honest, smart and fun individuals who have a drive to grow and care about helping others.

We question why, we find better ways to use technology and we’re always learning.