Service Desk Analyst Helpdesk Level 2

Aera Cloud; Sydney; On-site; AUD 70,000 - 100,000; Full time

Benefits offered by this job

Friendly environment

Great culture

Growth opportunities

Work-life balance

Job summary

Aera Cloud is seeking a proactive 2nd level service desk professional to support clients across Australia from our Canberra office. You will assist the 1st level team and engage in projects and onboarding as needed.

We value remote-ready support experience, strong communication, and a hands-on approach across Office 365, AD/Azure, Windows Server, and cloud technologies.

Qualifications

• Minimum 2 years’ experience in Networks, Desktops and Servers.
• Experience supporting LAN/WAN infrastructures.
• Fluent English with strong written and verbal communication.
• Experience in Windows and Virtual environments.
• Relevant IT qualification required.

Responsibilities

• Provide second level support for ICT issues escalated to Level 2.
• Troubleshoot remotely, over the phone, and in person.
• Support deployment, installation and maintenance of systems.
• Develop and maintain Office 365 environments.
• Manage Active Directory and Azure AD.
• Operate Windows Server technologies and Microsoft cloud tools.
• Engage with 3rd parties to optimise outcomes.
• Mentor peers and contribute to knowledge sharing.

Skills

English fluency

Customer service

Communication

Orgainisational skills

Independent worker

Hands-on attitude

Education

Information Technology qualification

Tools

Office 365

Active Directory

Azure AD

Windows Server

Microsoft Teams

SharePoint

Security and Compliance

Azure

VMware ESXi

Hyper-V

ConnectWise

IT Glue

N-Able N-Central RMM

Job description

AERA is a national Managed Services Provider ofbusinessCloud Solutions, IT Services, Voice, Data, Telephony, Cyber Security, Hosting, Ai Automation, Hardware and Licensing throughout Australia. You can see us at www.aera.com.au

We are a fast growing, dynamic and professional organisation with offices in Sydney, Canberra, Melbourne & Brisbane.

The role

We're looking for a dynamic, enthusiastic person to join our service desk to handle and take responsibility for 2nd level technical assistance, and assist our 1st Level team on the Service Desk for the clients we support across Australia; You will also be involved in technology projects and On-Boarding clients as required on a need basis.

This position will be based in our dedicated Office in London Circuit, Canberra CBD.

Previous experience providing remote technical support and working as part of an external helpdesk / managed services team will be highly regarded.

What you'll do

Duties expected in this role (but not limited to):

Providing second level support for all new and existing ICT support issues escalated to Level 2

Troubleshooting and diagnosing technical issues remotely, over the phone and in person

Provide support in the deployment, installation and maintenance of systems

Ability to develop, manage and maintain Office 365 environments

Advanced Knowledge of Active Directory and Azure AD

Managing Windows Server Technologies

Microsoft Cloud Technologies - Teams, SharePoint, Security and Compliance, Azure

VMware ESXi and Hyper-V

Infrastructure Design and Implementation

Effective engagement with 3rd parties to optimise outcomes

Participate in mentoring, knowledge sharing and advice to wider organisations

Great customer service with an attitude of willing to please and succeed

Ability to deliver a comprehensive IT systems audit and developing procedures and manuals where necessary

Developed interpersonal, negotiation, written and verbal communication skills

Strong organisational skills and attention to detail

Be an independent person who thrives in a fast-paced environment

Willingness to be hands-on and perform tasks of all levels of complexity when required from level 1 support through to leadership

A Driver’s License

We don’t expect you to have the following application knowledge, but you will be required to quickly adapt to the following if you don't have them already:

ConnectWise

IT Glue

N-Able N-Central RMM

Skills and experience

Minimum of 2 years' experience working on Networks, Desktops and Servers (Helpdesk background will also be considered beneficial)

Demonstrated experience supporting LAN and WAN infrastructures

A basic understanding and support methods for the above technologies

Superior communication skills, written and verbal, must be fluent in English and possess great phone manner

Demonstrated experience in operating within an IT support team environment and in meeting deadlines

Demonstrated successful experience in working within a Windows environment

Demonstrated successful experience in working within Virtual environments

Advanced knowledge in supporting PC software applications, particularly Microsoft Office Suite

Relevant qualifications in Information Technology or related field

What we offer

Friendly, rewarding environment

Fantastic work culture + supportive management + great work/life balance

Endless opportunities to grow and learn

Working with Mid-Market and Enterprise Network Technologies