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Ict Support Engineer

Jobs on jobactive - Scoresby, VIC

Source: uWorkin


Blue Connections is a provider of best-in-class IT solutions, managed services, product and cloud solutions that is celebrating 21 years of operation.

You will be joining a vibrant company with an exceptional company culture that is experiencing a rapid stage of growth. Our head office is in the South East of Melbourne.

Success Criteria

The successful candidate will provide technical assistance to our clients. You will help install, upgrade and troubleshoot hardware and software systems.

We are looking for a Managed Services Engineer level 2-3 to maintain, upgrade and manage our client side software, hardware and networks.

Resourcefulness is a necessary skill in this role. You should be able to diagnose and resolve problems quickly. You should also have the patience to communicate with a variety of interdisciplinary teams and users.

Your goal will be to ensure that our technology services run smoothly and efficiently.

The Successful Individual Will Be Responsible For

  • Answering inbound queries via phone, email or in person queries from customers and handling queries in accordance with established protocols.
  • Troubleshooting and resolving issues with end users IT equipment and customers servers, networks, equipment, software and services over the phone, email or in person.
  • Utilising remote monitoring and management (RMM) and professional services automation (PSA) tools along with other service-specific tools and technologies to deliver remote user support services and update service request information.
  • Working within an ITIL framework including ticket triage and assigning ticket severity, impact and customer specific ticket details.
  • Work collaboratively with the rest of the technical services team to resolve difficult incidents, service requests and problems. Escalating tickets where issues are beyond technical knowledge following established protocols.
  • Work closely with the level 2 engineers to troubleshoot and resolve escalated issues.
  • Ability to resolve a majority of escalated service requests, incidents and problems.
  • Ability to identify a problem within a customer's IT environment.
  • Keep clear records of time spent on all activities and records and keep documentation up to date.
  • Identify/implement/improve procedures in the department to improve the overall efficiency and service levels of the team.
  • Ability to design, implement and support new IT systems built to industry best practice.

The Successful Applicant Will Ideally Possess The Following
  • 3-5 years’ experience in a similar position
  • IT Degree or qualification
  • ITIL Certification (desired)
  • Jamf certification (desired)
  • Extensive experience with iOS and Micro soft mobile technologies.
  • Extensive and expert knowledge of all currently supported Microsoft and iOS desktop operating systems .
  • Extensive and expert knowledge managing and supporting exchange server 2007, 2010, 2013 and o365.
  • Experience with networking technologies including Cisco and HP switches and Routers (desired)
  • Experience with Citrix XenApp (desired) and Microsoft remote desktop services.
  • Expert knowledge of file and folder security and desktop, server and network hardware, components and troubleshooting.
  • Expert knowledge of Active Directory, DNS (internal and internet), Mac OS (desired), Network Management Technologies (WMI, SNMP) and group policy.