Service Desk Analyst Helpdesk Level 2

Aera Cloud; Sydney; On-site; AUD 65,000 - 95,000; Full time

Benefits offered by this job

Friendly environment

Great work culture

Work-life balance

Growth opportunities

Job summary

AERA is a national managed services provider delivering business cloud solutions, IT services, and cyber security across Australia. The role is based at our Alexandria, Sydney office, supporting clients nationwide with remote and on-site assistance.

Join a fast-growing team focused on quality service, knowledge sharing, and mentoring while supporting LAN/WAN, Office 365, and Azure environments for mid-market and enterprise clients.

Qualifications

• Minimum of 1 year experience working at an MSP (this is Mandatory for this role).
• Minimum of 2 years experience working on networks, desktops and servers (helpdesk background beneficial).
• Fluent in English with strong phone manner.
• Experience in Windows environment and virtual environments.

Responsibilities

• Provide second-level support for ICT issues escalated to Level 2.
• Troubleshoot and diagnose issues remotely, over the phone and in person.
• Support deployment, installation and maintenance of systems.

Skills

MSP experience

2+ years IT support

English fluency

Communications

Customer service

Education

IT-related qualification

Tools

ConnectWise

IT Glue

N-Able N-Central

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 Alexandria, Sydney

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

• 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
• 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 1 years' experience working at an MSP this is Mandatory for this role
• 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

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