IT Support Engineer - Melbourne

Sentrian Pty Ltd; Milton (FL); Remote; AUD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Level 2 Engineer to join their dynamic team. This pivotal role involves supporting client networks and infrastructure, primarily resolving incidents remotely while collaborating with a dedicated team. The ideal candidate will have experience in a service and support environment, demonstrating strong communication skills and a passion for client service. You will enjoy generous salary packages, paid training, and various employee benefits, making this an exciting opportunity for career growth in a supportive environment. Join a team where your skills and dedication will be valued and rewarded.

Benefits

Employee recognition programs

Day off on your birthday

Health and fitness subsidies

Employee assistance program

Corporate benefits program

Paid training leave

Qualifications

• Experience in incident resolution and client support in a service environment.
• Technical certification and experience with multiple technologies are essential.

Responsibilities

• Perform 1st and 2nd level incident resolution on client PCs and networks.
• Manage incoming requests and support infrastructure on client premises.

Skills

Incident Resolution

Client Support

Communication Skills

Remote Support

Mobile Device Support

Education

Technical Certification

Experience with MSP

Tools

ConnectWise Manage

Office 365

VMware

Microsoft Remote Desktop Services

3CX

Azure

DUO MFA

Job description

We are currently looking for a Level 2 engineer to be based in Sydney.

This role will support our client networks and infrastructure located in Melbourne, but will work closely with our Brisbane team to resolve a diverse variety of incidents and requests remotely.

Our Service Desk is a team of highly experienced and professional engineers. They are qualified and certified and constantly train to upgrade their skills and the services we can offer from the Service Desk area.

Our new engineer has a Level 2 skill set and will join this team to work with our other business units to provide solutions to our clients every day. Primarily your responsibilities will include:

• Perform 1st and 2nd level incident and service request resolution on client PCs, servers, networks, and applications.
• Manage incoming calls and email requests from clients.
• Manage events and alerts generated from monitoring systems.
• Create, manage and respond to tickets in our internal service management software.
• Escalate tickets to Level 3 when required and record all initial troubleshooting and relevant information.
• Log support requests with vendors or third parties where required.
• Support infrastructure on site at client premises.
• User Administration.

Our new Technical Support Engineers

Our new engineers must have experience with an MSP supporting multiple technologies every day.

You will demonstrate experience with the following:

• Working in a service and support environment.
• Supporting mobile devices such as smartphones and tablets.
• Extensive experience with desktop support including remote support.
• Experience with ConnectWise Manage and Automate is an advantage.

Experience with the following will also be well regarded:

• Office 365.
• VMware.
• Microsoft Remote Desktop Services.
• 3CX and Teams.
• Azure and DUO MFA.

Due to our growth and diverse client base operating across multiple network and system requirements, it is essential that the successful candidate has experience with an MSP.

This is a pivotal role working closely with our clients and our internal teams, so your communication skills will be paramount to your success. Additionally, you are passionate about client service and motivated to stay up to date with current and new technologies. This is not an entry-level position. You must demonstrate that you can quickly learn new technologies and procedures and work autonomously on a wide variety of technologies.

Although the Melbourne role will be remote, you will very much be a part of the Brisbane team. You will be required to travel to Brisbane from time to time for training and events.

Our salary packages are generous, and we also pay for every hour of overtime worked. Other benefits include:

• Employee recognition programs.
• Day off on your birthday.
• Health and fitness subsidies.
• Employee assistance program.
• Corporate benefits program.

And, you will be paid to train! We believe that our staff need to be the best that they can be in order to deliver high quality solutions to our clients. We encourage continual professional development through fully supported training – including paid training leave! All Sentrian staff have a training plan in place to ensure continued growth.

Most importantly, you will work with a group of professionals who will enable you to grow in your career. You will enjoy being an important part of a team who know how to work smart and still enjoy themselves.

Sentrian is a place where dedication and skills go hand in hand with learning and enjoying work.

Only candidates with current working visas or permanent residents of Australia or New Zealand will be considered.