Information Technology Support Engineer

Job Title: Full-Time IT Support Engineer - Level 2 with Halo experience | Day Shift | Permanent WFH Set up | Australian Client

Client Overview:

Our client is a well-established and growing IT support company specializing in Managed Services and IT support. Our team is dedicated to delivering top-tier support and exceptional customer service. We are seeking a highly motivated individual to join us. Our comprehensive range of services includes help desk and onsite support, managed services, cybersecurity solutions, cloud hosting, and VOIP systems.

Role Overview:

A fundamentally important position providing increased technical capability and support to our senior technical team and our clients within our ICT team. Working as part of our escalations team you are exposed to many different technologies in a support environment while assisting end users to resolve IT Issues and help with project deployments. Overall, you ideally are a good all-rounder across desktop, server, network, and security methodologies.

Interested candidates please kindly fill in this form and send your CV to [email protected]

Key Responsibilities:

• Management of Incidents and Service requests raised by colleagues.
• Liaise closely with other members of the Team to ensure knowledge and expertise is shared effectively.
• Work with the Shift Leader to create/review regular reports to identify incident trends and deliver work plans to resolve.
• Assist the Shift Leader on escalating Major Incidents and following this through to its conclusion.
• Updating and maintaining tickets within the service management toolset.
• Network, Platform and Security monitoring.
• Server / Network Service error investigation / reporting.
• Maintain infrastructure systems by keeping upgrades and patches current
• Provide resolutions for hardware and software problems, research and analyse root causes
• VoIP administration (3CX) and assistance
• Troubleshoot and maintain Windows and Desktop application issues, including Azure, and Microsoft 365 applications such as Exchange Online and SharePoint.
• Assisting and/or managing cloud migration projects (Office 365 & Azure)
• Periodic / ad-hoc meetings with staff to discuss IT directions and solutions.
• Availability for some out of office hours support and on call duties as needed to ensure business needs are continuously met.
• Prompt escalation of tickets to Infrastructure engineers.
• Create, or assist in the creation of articles for the Knowledge and maintain operational documentation.
• Communicate experience and knowledge to other members of the Global IT function to assist support availability.
• Assist with the installation, configuration, patching and ongoing usability of desktop computers, peripheral equipment, and software (incl. Tracking of hardware inventory)
• Work with procurement staff to purchase hardware and software.
• Work with vendor support contracts to resolve technical problems with desktop computing equipment and software.
• Provide support as part of a rotating shift schedule.
• Provide cover out of hours and at weekends as required.

Qualified Candidates must have:

• A minimum of 5 years’ experience in a customer focused IT Support / Network support role.
• Extensive knowledge in support principles including incident management, problem management, and escalation management.
• Demonstrated experience with level 2 support in person and via phone and email as well as logging, investigating, monitoring and resolution of incidents and requests.
• Excellent knowledge of desktop operating systems, including current Microsoft Windows versions and macOS.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal abilities.
• Ability to think on their feet, learn quickly, and adapt to challenges.
• Understanding of DNS, DHCP, routing / subnetting, Wi-Fi and Firewall technologies.
• With working knowledge and experience using HALO
• Exceptional organizational and multitasking abilities.
• Working knowledge of Microsoft solutions such as Active Directory, Azure AD, Office 365 (mostly Exchange Online) and Cloud Environments, Windows Server management, Group Policy and file and print services
• Exposure to Microsoft Exchange and SQL.
• Ability to communicate information in a clear, well-organized, and professional manner.
• Self-motivated, excellent time management and planning abilities.
• PowerShell scripting.
• 1-3 years demonstrable experience in a similar role.
• Knowledge of virtualisation technologies including VMWare.
• Excellent technical diagnostics and resolution skills.
• Pro-active approach to user interactions and resolutions.

Desirable Candidate:

• Prior experience working in an ITIL environment.
• Experience in migrating and transforming workloads into Azure.

Supported Technologies:

• Windows Server 2016, 2019
• Office 365
• UniFi, HP, Huawei, pfSense, OPNSense
• SD-WAN (Citrix, Peplink, VeloCloud)
• VMware vSphere and Hyper-V
• Synology and NetApp, storage devices
• Cloud PBX (Novum and 3CX phone systems)
• Azure AD, Security/Compliance and Teams
• Webroot, Deep Instinct
• Veeam, Nakivo
• SOPHOS
• ACRONIS CLOUD

Tools we use:

• Atera RMM
• Auvik
• Zabbix
• HALO

Work Schedule:

• Employment type: Full-time
• Shift: Day Shift, Mon - Fri 06:00 AM - 03:00 PM (Tentative)
• Work setup: Permanent WFH

Disclaimer:

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.

Job Title: Full-Time IT Support Engineer - Level 2 with Halo experience | Day Shift | Permanent WFH Set up | Australian Client

Client Overview:

Our client is a well-established and growing IT support company specializing in Managed Services and IT support. Our team is dedicated to delivering top-tier support and exceptional customer service. We are seeking a highly motivated individual to join us. Our comprehensive range of services includes help desk and onsite support, managed services, cybersecurity solutions, cloud hosting, and VOIP systems.

Role Overview:

A fundamentally important position providing increased technical capability and support to our senior technical team and our clients within our ICT team. Working as part of our escalations team you are exposed to many different technologies in a support environment while assisting end users to resolve IT Issues and help with project deployments. Overall, you ideally are a good all-rounder across desktop, server, network, and security methodologies.

Interested candidates please kindly fill in this form and send your CV to [email protected]

Key Responsibilities:

• Management of Incidents and Service requests raised by colleagues.
• Liaise closely with other members of the Team to ensure knowledge and expertise is shared effectively.
• Work with the Shift Leader to create/review regular reports to identify incident trends and deliver work plans to resolve.
• Assist the Shift Leader on escalating Major Incidents and following this through to its conclusion.
• Updating and maintaining tickets within the service management toolset.
• Network, Platform and Security monitoring.
• Server / Network Service error investigation / reporting.
• Maintain infrastructure systems by keeping upgrades and patches current
• Provide resolutions for hardware and software problems, research and analyse root causes
• VoIP administration (3CX) and assistance
• Troubleshoot and maintain Windows and Desktop application issues, including Azure, and Microsoft 365 applications such as Exchange Online and SharePoint.
• Assisting and/or managing cloud migration projects (Office 365 & Azure)
• Periodic / ad-hoc meetings with staff to discuss IT directions and solutions.
• Availability for some out of office hours support and on call duties as needed to ensure business needs are continuously met.
• Prompt escalation of tickets to Infrastructure engineers.
• Create, or assist in the creation of articles for the Knowledge and maintain operational documentation.
• Communicate experience and knowledge to other members of the Global IT function to assist support availability.
• Assist with the installation, configuration, patching and ongoing usability of desktop computers, peripheral equipment, and software (incl. Tracking of hardware inventory)
• Work with procurement staff to purchase hardware and software.
• Work with vendor support contracts to resolve technical problems with desktop computing equipment and software.
• Provide support as part of a rotating shift schedule.
• Provide cover out of hours and at weekends as required.

Qualified Candidates must have:

• A minimum of 5 years’ experience in a customer focused IT Support / Network support role.
• Extensive knowledge in support principles including incident management, problem management, and escalation management.
• Demonstrated experience with level 2 support in person and via phone and email as well as logging, investigating, monitoring and resolution of incidents and requests.
• Excellent knowledge of desktop operating systems, including current Microsoft Windows versions and macOS.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal abilities.
• Ability to think on their feet, learn quickly, and adapt to challenges.
• Understanding of DNS, DHCP, routing / subnetting, Wi-Fi and Firewall technologies.
• With working knowledge and experience using HALO
• Exceptional organizational and multitasking abilities.
• Working knowledge of Microsoft solutions such as Active Directory, Azure AD, Office 365 (mostly Exchange Online) and Cloud Environments, Windows Server management, Group Policy and file and print services
• Exposure to Microsoft Exchange and SQL.
• Ability to communicate information in a clear, well-organized, and professional manner.
• Self-motivated, excellent time management and planning abilities.
• PowerShell scripting.
• 1-3 years demonstrable experience in a similar role.
• Knowledge of virtualisation technologies including VMWare.
• Excellent technical diagnostics and resolution skills.
• Pro-active approach to user interactions and resolutions.

Desirable Candidate:

• Prior experience working in an ITIL environment.
• Experience in migrating and transforming workloads into Azure.

Supported Technologies:

• Windows Server 2016, 2019
• Office 365
• UniFi, HP, Huawei, pfSense, OPNSense
• SD-WAN (Citrix, Peplink, VeloCloud)
• VMware vSphere and Hyper-V
• Synology and NetApp, storage devices
• Cloud PBX (Novum and 3CX phone systems)
• Azure AD, Security/Compliance and Teams
• Webroot, Deep Instinct
• Veeam, Nakivo
• SOPHOS
• ACRONIS CLOUD

Tools we use:

• Atera RMM
• Auvik
• Zabbix
• HALO

Work Schedule:

• Employment type: Full-time
• Shift: Day Shift, Mon - Fri 06:00 AM - 03:00 PM (Tentative)
• Work setup: Permanent WFH

Disclaimer:

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.