About our client:
Our client, with 15+ years of experience, maintains a startup’s energy. They prioritise client and staff relationships, fostering innovation and collaboration in an Agile environment. As a Microsoft-aligned organisation with proven Azure capabilities, they offer flexibility and remote work options, as well as generous leave policies. Growth and learning is encouraged which ensure both personal and professional development.
What you will be doing:
- Provide proactive Level 2 remote and onsite support, resolving technical issues in line with SLA requirements and guiding junior IT professionals through escalations.
- Build strong client relationships through regular visits, timely responses to incoming calls, and after-hours support.
- Carefully review tickets using an 8-point checklist and contribute to project implementation, ensuring smooth delivery of services and added client value.
- Keep documentation up to date in real-time using tools like IT Glue, N Central, and Autotask.
- Collaborate with the team, offering support and guidance, while providing opportunities for new team members to learn.
- Identify and escalate client issues or risks to management, and always look for ways to enhance client relationships.
- Contribute to improving SOPs and processes, using standardised project templates.
What you need:
- A relevant tertiary qualification would be beneficial.
- 5+ years of IT support experience in a similar role.
- Possess Microsoft certifications and demonstrated experience in a Managed IT Services environment.
- Excellent English communication skills, with the ability to explain complex technology clearly to clients.
- Ambitious and eager to learn, with a valid driver’s license and willingness to travel locally and nationally as needed.
- Strong understanding of client confidentiality, ensuring secure protection of privileged information.
- Proficient in using Autotask, Nable, and IT Glue for support and documentation.
- Experienced with Microsoft 365, Azure, Active Directory, and Microsoft Exchange.
- Skilled in troubleshooting Microsoft Desktop and Mac operating systems, as well as LAN and wireless networks, including firewalls, DHCP, DNS, and TCP/IP.
- Proficient in managing support ticketing systems and consistently meeting SLA targets.
Job ID:
- J106758
For a more comprehensive list of opportunities that we have on offer, do visit our website – [URL Removed]
Desired Skills:
- Tier 2 Support
- MS 365
- Active Directory