Level 2 IT Field Engineer

Level 2 IT Field Engineer

About the Company Established in 2005, we provide advanced IT solutions to the mid-to-large sector market across Australia’s Eastern seaboard. We are on a mission to create the leading IT Services Company in the country, and our team is a passionate and fun group with high individual and combined aspirations.

Our purpose and passion are enabling our clients to focus on what they do best.

Overview As part of the growth and evolution of our team, we are currently looking for an experienced Field Engineer to join us. The number one goal of everyone in our team is to make our clients exceptionally happy and provide world-class service.

This is not a work-from-home position. Employees must be located close to our Head Office in Brookvale, where onsite parking is available.

Key Responsibilities

CUSTOMER SERVICE

• Work on and resolve escalated matters from our Level 1 & other Level 2 Engineers.
• Delight our Clients with a Friendly, Quick, and Helpful Experience.
• Provide the Client with advanced on-site troubleshooting and Installation.

TEAMWORK

• Report directly to our Head of Service.
• Follow Standard Operating Procedures (SOPs) for daily/weekly recurring tasks.
• Follow all Security Procedures and keep a vigilant eye on Security Issues.
• Identify opportunities for improvement and make constructive suggestions for change.
• Plan and execute various complex IT projects for our clients.
• Contribute to the process of innovative change effectively.
• Train and support Level 1 engineers in the team.

Skills and Attributes

DESIRED

• A deep desire to deliver a World-Class Client Experience.
• Similar experience in a Level 2 role in an MSP.
• Experience providing IT support and project work on-site.
• High level of Microsoft 365 & Azure Experience.
• A love of (and ability to) Solve Problems & Challenges.
• Great Communication skills, founded in being a good listener.
• Advanced understanding of support tools, techniques, and how technology is used to provide services.
• Networking skills.
• Server & Virtualisation experience - preferably with Microsoft certifications.
• Advanced diagnosis skills of technical issues related to end-user hardware, software, and network devices.
• Advanced experience and understanding of structured cabling (tidy cable management is a must).
• Advanced experience installing and maintaining networking and VoIP equipment.
• Advanced experience working with vendors for expedited troubleshooting of hardware & software systems.
• The ability to speak both Geek and Human.
• A Driver’s license – must have own car (car allowance provided, tolls reimbursed).

NICE TO HAVE

• Experience using Halo PSA, Kaseya IT Glue, and NinjaOne RMM.
• Professional IT Certifications such as Microsoft MCP, MCSA, or MCSE, ITIL, ITSM, etc.
• Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.

PERKS

• Generous incentives for reaching Team and Company Goals.
• An easy-going environment and culture (we all enjoy what we do!).
• A proactive approach to ongoing training to help you develop lifelong skills.
• Team events to foster a fun and collaborative work environment.
• Growing business with opportunities for career progression.
• Onsite parking available for ease of commuting.

If you’re a problem solver who thrives on delivering exceptional IT solutions and enjoys working in a dynamic, supportive, and growing team, we’d love to hear from you!