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29

April

Technical Support Engineer

andersenIT - Brisbane Grove, NSW

IT
Source: uWorkin

JOB DESCRIPTION

Permanent Position

Brisbane Location

Great work environment

Come join an established MSP who has been operating in Brisbane for over 20 years and is recognised as an employer who encourages technical improvement and diversity for their staff. As a Level 2 Technical Support Engineer you will be joining a collaborative working environment where you will be responsible for delivering exemplary service and innovative solutions to customers. This role would suite an ideal candidate looking for long term employment, one who thrives in an environment of change and innovation, and is eager to progress their skills even further.

Responsibilities

  • Providing an escalated point of contact for all new and existing IT support/technical issues
  • Troubleshoot issues efficiently and effectively using remote support tools and in person
  • Triaging and classification of inbound requests and incidents
  • Input correctly classified and quality data in the ticketing system for accurate reporting.
  • Adherence to SLAs and prioritisation of incidents
  • Create and update documentation as required


Qualifications

  • Microsoft 365 user management, configuration and troubleshooting
  • Monitoring and maintaining of desktop and server infrastructure
  • Maintaining user and network security
  • Monitoring and maintaining Disaster Recovery solutions
  • Creating and maintaining technical documentation
  • Working with 3rd party suppliers to resolve issues
  • Ad-hoc after hours work and rostered on-call
  • Systems reporting and assisting with IT projects and tasks
  • Active Directory
  • IP network addressing and services
  • Linux/Unix
  • An understanding of networking including routers, switches, firewalls
  • Backup software and solutions
  • Helpdesk ticketing and remote support systems
  • Ability to easily adapt to and learn new technologies
  • Ability to work under pressure
  • Ability to prioritise customer support cases based on urgency and importance
  • Critical thinking and problem-solving skills
  • Communicate positively, professionally, and effectively to all stakeholders, both verbally and written.


Qualifications & Experience (desirable):

  • Tertiary degree in Information Technology, Computer Science or equivalent
  • 5+ years of experience as a Technical Support Engineer or similar role
  • N-central and Autotask experience