MSP - Helpdesk Support Engineer - Level 1/2
Salary: $60,000 – $75,000 per year
About Not Just IT
Not Just IT is a Sydney based managed service provider focused on delivering Microsoft cloud solutions to small business across Australia. As part of our continued growth, we are looking for an experienced Level 1 Helpdesk Support Engineer looking to take the next step and move toward becoming a Level 2 Support Engineer.
Your Role
This position will see you engage remotely and directly with our clients, with a focus on providing excellent customer service and the highest level of technical assistance. You will be working in our office based in Zetland NSW with our awesome team! It’s a fast-paced environment and we expect a high level of performance, the opportunities to learn and grow with this role are awesome!
Your day-to-day responsibilities
Provide Level 1/2 technical support directly, over the phone and using a variety of remote support applications.
You will support our clients' end users with desktop and application support including Windows OS & Microsoft 365 applications.
You'll have a customer focused attitude and will want to deliver consistently positive interactions with our clients.
Complete ongoing and regular maintenance, such as patching and updates for customer desktop and infrastructure platforms.
Monitoring infrastructure and networks, troubleshooting and reporting on systems and platforms as required.
Be responsible for providing technical support and incident management across technology areas and platforms.
Coordinate, collaborate and escalate incidents within established timelines.
About you
A good understanding on IT support & services policies, processes and IT infrastructure technical support.
2+ years’ experience supporting Microsoft technologies including Microsoft 365, Microsoft Azure, Microsoft Teams, Microsoft Office Apps, and Windows 10/11.
2+ years’ experience on service desk and customer facing experience with strong customer facing skills, business acumen and integrity.
Demonstrated experience in troubleshooting and problem resolution for desktop, printer, networking & server technologies.
Understanding of the ITIL Incident Management process.
Experience in installing and configuring hardware such as desktop, laptop, and networking technology.
Excellent communications skills, both written and verbal.
Ability to work autonomously and in a team environment.
Desirable qualifications
Microsoft Certified System Administrator (MCSA) certification.
ITIL Foundation certification.
Knowledge of service desk software logging systems and remote management systems.
Experience working with Microsoft 365/Microsoft Azure/Microsoft Intune
Have clear, excellent written and verbal communication skills.
Strong analytical and problem-solving abilities.
Always ethical, honest and transparent in all your interactions.