Please read this before you apply – We are looking for a talented and experienced Level 3 Systems Engineer with a variety of MSP experience. You are an escalation point, solving the tech issues no-one else could solve!! You must also be based in one of the following areas within Australia: Regional Victoria (Bendigo or surrounds), Melbourne, Perth, Brisbane, or Sydney.
- Great Place To Work Certified
- Regional Location – work from home and on-site at clients!
- Flexible, supportive environment with training & development from DAY 1
Join a globally certified Great Place To Work organisation! We care about our people and humanise technology for our clients. Join now!
At Otto, we pride ourselves on being Authentic, People First, with a No Bullsh!t attitude, and are Committed to getting the outcome for our clients always.
Whilst IT is a serious business, we have a great work environment, our offices are fun and dynamic and the head office is located in the inner northern suburbs of Melbourne.
We are proud of our culture and the people we work with and are certified Great Place To Work certified – something we have worked hard to achieve over the years.
Due to growth, we are looking for an experienced Level 3 Engineer to join our great place of work to be based Regional Victoria (Bendigo or surrounds), Melbourne, Perth, Brisbane, or Sydney
The Role:
The IT Support Engineer is responsible for resolving IT infrastructure related escalations from the L1 & L2 technicians, working closely with clients all around Australia to provide the best possible outcomes and service experience possible.
Responsibilities:
- Troubleshoot and problem-solve Level 2 & 3 technical faults to identify and diagnose issues logically by either telephone, email, chat, script, remote login or onsite
- Act as an escalation point within the services team
- Ticket triage according to the ITIL® Framework
- Provide an excellent level of customer service to our internal and external customers by providing the appropriate support response, friendly communication and technical knowledge to achieve positive satisfaction scores
- Participate in the implementation, administration, configuration, documentation, support and enhancement of client infrastructure environment
- Maintain the SLA’s to meet project and ticket deadlines, escalating to other team members as necessary
- Maintain communication with your team leader, effectively communicating any issues or problems that require assistance
- Adherence to process across all business units working closely with sales, finance & admin and services teams
Selection Criteria:
To be successful, you must possess the following:
- Onsite work experience is a MUST
- Exceptional customer service skills & demonstrated experience within a Service Desk environment
- Demonstrated experience in a managed service/outsourced capacity, responsible for escalation and technical support for complex issues
- Sound experience in active directory, exchange, windows server 2012-2016, office 365 and other cloud-based technology
- Certifications (Microsoft/ITIL) will also be highly regarded, and expected on an ongoing basis
- You will be a great communicator, be known for your outstanding customer service and taking ownership of customer issues to get them resolved.
- Proficient in Microsoft Office 365 and Azure
- Virtualisation technologies (VMware/HyperV)
- Microsoft Server Operating Systems
- Microsoft Exchange Server and Services, Microsoft Remote Desktop and other VDI technologies
- All forms of Desktop Support
- Preferred networking experience with Fortinet, Cisco, LAN, WAN etc
- Experience in Service Desk tools like Remote Monitoring and Management, IT Service Desk ticketing and documentation tools such as ConnectWise
This role is a fantastic opportunity to further develop your technical skills and progress to the next level. A great team environment, competitive salary, paid certifications and training, industry best recognition program and many other benefits are on offer!
Apply today, and shortlisted candidates will be contacted immediately.
