Service Desk Engineer - Level 1 - Exciting MSP | Microsoft Stack

Limelight People; Brisbane; On-site; AUD 55,000 - 75,000; Full time

Job summary

Limelight People is seeking a Service Desk Engineer (Level 1) to join our Brisbane-based team. You will provide first-line support to customers, resolve common incidents, document activities, and assist with pre-sales for cloud offerings.

The role involves 4-5 days in the office, requires strong communication, and experience with Office 365 and Azure. The successful candidate will thrive in a fast-paced MSP environment and work closely with the IT team.

Qualifications

• Excellent written and verbal communication.
• Experience in a complex customer support environment.
• Strong troubleshooting and analytical skills.
• Experience with Office365 and Azure.
• Familiarity with ITIL is a plus.

Responsibilities

• Provide level 1 support to customers via phone and email.
• Respond to escalations from the team as needed.
• Fulfil service requests within SLAs.
• Join customer meetings to provide updates on projects.
• Assist pre-sales with technical cloud offerings when required.
• Help administer Cloud Services and on‑prem infrastructure.
• Document all activities in the case management tool.
• Monitor and respond to alarms from management systems.
• Contribute to special projects as directed by management.

Skills

Communication

Customer support

Troubleshooting

Office365 & Azure

Networking

ITIL familiarity

Tools

Case management tool

Job description

Service Desk Engineer - Level 1 - Exciting MSP | Microsoft Stack

One of our clients who are a fast growing Managed Service Provider (MSP) who are continuing to grow and looking to add a new member to their Service Desk Team. Due to this, we are looking for a Service Desk Engineer with solid Level 1 Support experience to join on a full time basis.

The MSP provide a range of cloud solutions to customers such as Office365 and Microsoft Azure, through to Internet and Phone solutions.

We are seeking a Junior to Mid level 1 Service Desk Engineer, to join the team in Brosbane. The role will primarily focused on working with customers to provide first class pro-active and re-active support across their infrastructure.

Duties and essential job functions:

• Provide level 1 technical assistance for our customers over the phone and email
• Responding to escalations from the team when required
• Fulfil Service Requests within SLAs
• Participate in customer meetings over the phone or in person to provide project updates
• Assist the sales team with technical pre-sales for our cloud offerings from time to time
• Assist in the administration of the Cloud Services Infrastructure and on-premise infrastructure
• Clearly document all activities in our case management tool
• Monitoring and actioning alarms from automated management systems
• Assisting with special projects as deemed by management

Desired Skills and Experience

• Excellent written and verbal communication skills
• Previous customer support experience in a complex environment
• Excellent troubleshooting and analytical skills
• Experience in a similar role with a Managed Service Provider will be highly regarded
• Experience managing Microsoft Office365 and Azure
• Experience with troubleshooting business internet, router and Wi-Fi issues.
• Experience in configuration and administration of Windows Servers
• Any Experience in configuration and administration of Active Directory domains, including Group Policies, Microsoft Clustering, and IIS is well regarded
• Able to work in a fast-paced environment
• Familiarity with the ITIL framework would be highly regarded
• Networking skills would be highly regarded

This is a Permanent position and is based in Brisbane. This role involves 4 - 5 days a week in the office and you must be either be a Permanent Resident or Citizen to be considered.