Fantastic Work Environment – unique career opportunity
You will be final point of escalation for the service desk team. You will be acting as the technical go-to and leader for the service desk team, providing not only the highest point of escalation but also the training and mentorship to the service desk team.
As a L3 engineer you must have:
Excellent communication in order to communicate and document the resolutions to client’s problem
Strong technical skills and sense to leadership
Excellent technical understanding and problem solving skills to get the work done in effective and timely manner
Excellent customer advocacy, organizational & communication skills, both written and verbal skills
Job tasks and responsibilities
Provide End-user support
Resolve the end user technical problems or incidents that Level 1 and Level 2 team was not able to resolve
Conduct root cause analysis and resolve repeat issues
Take the ownership of P1 and resolve the problems in a timely manner
Ensure high level to customer engagement and satisfaction
Maintain a consistent high standard of professional interaction both over the phone, on email or face to face with clients.
Ensure high quality of service
Provide technical leadership and mentorship to the team
Help uplift the overall technical capability of the team by providing training to the team and building knowledgebase
Identify and contribute ideas to increase the overall team efficiencies and reduce client reactive noise (tickets per endpoint & reactive hours per endpoint).
Responding to and resolving phone and email tickets in a professional, timely manner with an emphasis on high quality customer service (target of 70% first contact resolution)
Ensure response timeframes of tickets provided by Service Co-Ordinator are adhered to and that any breach is notified to the relevant stakeholders ahead of time.
Identify and remediate any inconsistencies and/or errors in client documentation and processes.
Manage tickets in queue, forward scheduling where required, ensuring that escalation processes are followed and that clients are kept updated with changes and/or delays in ticket progression.
Provide high level of technical capability
Act as highest point of escalation to resolve the problem effectively and efficiently.
Troubleshoot user issue to find a temporary ‘fix’ but provide and document a permanent fix once the client is operational again.
You must have below mandatory skills as well:
MS Windows Server Administration
Exchange Server / Exchange Online / Office 365
SQL Server Administration
Hyper-V & VMWare Administration
Networking Skills (Routing / NAT / VLAN)
Troubleshooting skills across multiple technologies
Experience & Qualification:
Able to prioritize work and succeed under deadlines
At least 6+ years of experience in a Service Desk / Incident Management Role
Experience with a ConnectWise (ticketing system) and and NCentral
IT industry (TAFE or Univ. Qualification)
Tertiary qualification and relevant industry certifications Azure, M365, MCITP, MCSE, VCP, CCNA, Datto, VMWare
Strong Experience (and preferably certifications) in VMware, Microsoft Server Suite of products.
Must have a full Driver's License and their own car to attend client sites
Knowledge of ConnectWise (PSA) preferably
Continually grow and further personal development and education
Outstanding organizational and multitasking skills
Ability to genuinely connect, understands, and helps people.
Attention to detail and a pride in the quality of work.
A strong desire & motivation to grow and develop.
Strong communication and relationship building experience
Australian citizen or permanent resident
Excellent client engagement role
Excellent office & culture -where people enjoy their job, and always learn a lot
Fast growing IT Consulting company
Exposure to latest technologies
100% projects based role
How to apply
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Appetency Recruitment Services is a specialist recruitment agency and HR Consulting organization with headquarters in Melbourne. We are among the most sought after IT & Digital employment agencies in Melbourne and among the highly regarded IT & Digital recruitment agencies in Sydney.
We are NOT "recruiters specialising in recruiting in your industry" BUT "industry professionals with years of experience working in the industry who specialise in recruitment".