Level 3 Helpdesk Engineer

• Outstanding customer service and Level 3 System and Network support skills
• Exposure to diverse & leading-edge technologies
• Friendly team environment with leading IT Service Provider

Our client is an established, Microsoft certified IT services & managed services provider, with extensive knowledge in all things tech - from a small hardware transformation project to data centre deployments of multi-role virtual machines to an IoT sensor deployment. They have successfully been in business for over 12 years, enjoying strong year-on-year growth and have built a team that enjoys every aspect of this industry.

About the role

This Senior Helpdesk Engineer role is responsible for handling escalated requests for the Service Delivery Team. This role will also be responsible for high-level technical tickets in areas such as networking, Microsoft 365, server deployment (bare metal & virtual), IT security, as well as leading project-driven work. You will work in conjunction with other technical teams within the business to achieve the highest level of customer service and support. This role interacts directly with our clientele via phone, email, and occasionally onsite visits.

Role and Responsibilities :

• Work on and resolve escalated Helpdesk Tickets
• Delight our Clients with a Friendly, Quick, and Helpful Experience
• Provide advanced remote troubleshooting
• Remote Hardware Maintenance and Support
• Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
• Manage and record all work through our Ticketing System
• Ensure that Client Documentation is well maintained
• Split tickets with multiple issues into individual tickets
• Ensure that tickets aren’t “stale” throughout the process
• Review RMM dashboard and apply remediation actions as indicated by our Processes
• Review regularly scheduled / automated actions as indicated by our Processes
• Assist the projects team when additional resources are needed for project delivery
• Escalate tickets that require Service Delivery Manager support
• Communicate to the client the status of their ticket every step of the way, notifying them of any changes or outages related to their issue
• Submit Timesheets & Expense reports as indicated in their SOPs
• Identify, communicate, and mitigate potential risks to the Service Delivery Manager and Clients
• Follow the schedule provided by the Service Delivery Manager or Service Coordinator / Dispatcher
• Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
• Adhere to all Security Procedures and maintain vigilance for Security Issues
• Identify opportunities for improvement and make constructive suggestions for change
• Contribute to the process of innovative change effectively
• Undertake other duties as required by the Service Delivery Coordinator, Service Delivery Manager, or CTO

Skills Requirements :

• Analytical : Collects and researches data; uses intuition and experience to complement data
• Problem Solving : Identifies and resolves problems in a timely manner; gathers and analyses information skillfully; develops alternative solutions
• Customer Service : Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service
• Interpersonal Skills : Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting
• Oral Communication : Speaks clearly and persuasively; listens and gets clarification; responds well to questions
• Written Communication : Writes clearly and informatively; edits work for spelling and grammar
• Teamwork : Balances team and individual responsibilities; exhibits objectivity and openness to others' views
• Change Management : Communicates changes effectively; prepares and supports those affected by change
• Quality Management : Looks for ways to improve and promote quality
• Business Acumen : Understands business implications of decisions; displays orientation to profitability
• Ethics : Treats people with respect; keeps commitments; inspires the trust of others
• Organisational Support : Follows policies and procedures; completes administrative tasks correctly and on time
• Judgement : Displays willingness to make decisions; exhibits sound and accurate judgement
• Motivation : Sets and achieves challenging goals; demonstrates persistence and overcomes obstacles
• Planning / Organising : Prioritises and plans work activities; uses time efficiently
• Professionalism : Approaches others in a tactful manner; reacts well under pressure
• Quality & Quantity : Demonstrates accuracy and thoroughness; meets productivity standards
• Adaptability : Adapts to changes in the work environment; manages competing demands
• Attendance / Punctuality : Is consistently at work and on time; ensures work responsibilities are covered when absent
• Dependability : Follows instructions, responds to management direction; takes responsibility for own actions
• Initiative : Volunteers readily; undertakes self-development activities; seeks increased responsibilities
• Innovation : Displays original thinking and creativity; meets challenges with resourcefulness

Experience :

• Technical Background or Recently completed Technical Degree or Course
• Advanced understanding of support tools, techniques, and how technology is used to provide services
• Advanced understanding of operating systems, business applications, printing systems, and network systems
• Advanced diagnosis skills of technical issues related to end-user hardware & software and network devices
• Advanced experience and knowledge of working with the Microsoft 365 Platform
• Must be able to type quickly and accurately while talking on the phone
• Advanced knowledge of IT Applications, Software & Hardware
• The ability to communicate effectively with both technical and non-technical individuals
• Great communication skills, founded in being a good listener
• Driver's license and willingness to complete Police & Working with Children checks
• The ability to keep up with & adapt to the fast-paced IT world
• Be fully vaccinated from COVID-19 – This is a non-negotiable requirement for our clients to attend their sites

Good to Have :

• Experience using a Ticketing system / RMM Tool and PSA software
• Experience providing support via remote tools
• Experience handling Technical Service Tickets
• Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
• Client Experience Certifications such as Helpdesk Habits, etc.
• Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.
• Experience managing cloud services such as Microsoft Office 365
• Experience using ConnectWise Manage
• Experience using the Datto Product Family (RMM & Commerce)

On Offer :

• Competitive Remuneration
• Excellent office & culture - where people enjoy their job and always learn a lot

How to apply :

ATTENTION! Please 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 organisations might be : Level 3 Engineer, Senior Service Desk Engineer, System Support, Senior Managed Services Engineer, Senior Systems Engineer.

IT Infrastructure

Melbourne - Hybrid (certain work from office and certain work from home days in a week)