Senior (L2/3) Helpdesk Engineer – Full Time

vor 2 Wochen

Wollongong City Council, Österreich Ast Technologies Vollzeit

Help Desk & IT Support (Information & Communication Technology)

Full time

Add expected salary to your profile for insights

About AST Technologies - Your Key to Business Technology

Here at AST Technologies, we are passionate about providing small to medium businesses with best in class ICT Services and Solutions. It’s our mission to take the complexity out of technology decision making for our customers and deliver services and solutions they can trust and rely on in our increasingly vulnerable and demand driven business technology industry.

Covering many facets of voice, data and cloud solutions, our customer-focused and experienced team always aim to address all our clients' current and potential needs, goals and objectives by using technology in their business.

With our affiliated company, Cirus Networks, delivering voice, data and mobile carrier services, we have continued to expand our business technology solutions, provide opportunities to our staff and grow and expand both our businesses as well our customers'.

At AST Technologies, every individual is empowered to make an impact; with on-going opportunities for professional develop, to learn and grow. We celebrate your contributions and keep the ideas flowing, quarterly ideas days, incentives & bonuses and access to a company vehicle are just some of our unique benefits.

About the Role

We are looking for an energetic, committed and engaged Senior (L2/3) Helpdesk Engineer to support, manage, develop and enhance our ICT and Managed Services and Solutions based out of our Wollongong office.

You will play a vital role in our business and take the complexity out of the technology decision making for our customers and bring a positive impact to their business.

The Successful Applicant will:

  • Provide remote and on-site ICT support to both our managed services and ‘break-fix’ clients as per defined SLA's and response times
  • Provide support services using a range of tools including our RMM & PSA ticketing system as well as other 3rd-party tools and applications
  • Maintain service tickets and support documentation inline with company guidelines, workflows, policies and procedures
  • Configure, deploy and support ICT equipment (PCs, laptops, tablets, smartphones, printers, networking equipment etc.) both onsite and remotely
  • Liaise and escalate faults with internal Level 3 support, external vendors, providers and ISPs as required
  • Mentor the “Junior” Service Team Members.
  • Work closely with other staff in the technical and service delivery team
  • Assist with projects and installations when necessary.

Ideal Candidate must have:

  • Minimum 4 Years’ experience in a similar role supporting, maintaining and troubleshooting IT Networks and Cloud services
  • Ability to display advanced troubleshooting & fault analysis skills
  • Demonstrate excellent customer service, verbal and written communication skills
  • Advance understanding Microsoft Windows 10 & 11, Windows Server 2016+, MacOS, Cybersecurity applications, Cloud backup solutions
  • In-depth understanding of Microsoft 365 including Hosted Exchange, SharePoint/OneDrive and Teams
  • Sound knowledge of data networking including LAN, WAN, routers/firewalls, DHCP, VLANs, VPNs
  • Highly motivated and organised with a 'can-do' attitude and attention to detail to meet individual and team SLAs and milestones
  • Certificate or tertiary qualifications in Information Technology
  • Ability to prioritise and multitask in a fast-paced environment
  • The ability to speak both nerd and human (being able to effectively communicate with non-technical end users)
  • Ability to work both independently and as a part of a team
  • Must be able to type quickly and accurately while talking on the phone
  • Only applicants with the eligibility to work in Australia will be considered.
  • The ability to keep up with & adapt to the fast-paced ICT world
  • Applicants should also be able to successfully complete a police check and a working with children’s check.
  • Be professional, reliable, punctual, organised & well presented
  • Must have excellent verbal & written communication skills (fluent in English) 

Ideal Candidate should have:

  • Experience using Autotask PSA, Datto RMM and BCDR
  • Professional ICT Certifications such as Microsoft MS900/AZ900, CompTIA A+, etc.
  • Experience / Certification - Sophos Firewall and Endpoint
  • Past experience with cloud PBX solutions

An attractive salary package tied to ability and performance is available.

  • An easy-going environment and culture (we all enjoy what we do) 
  • High-Powered Laptop
  • Access to a Company Vehicle
  • A Proactive Approach to Ongoing Training to help you develop life-long skills
Your application will include the following questions:

Which of the following statements best describes your right to work in Australia?

What's your expected annual base salary?

How many years' experience do you have as a Helpdesk Support Engineer?

Have you worked in a role where you were responsible for authoring and reviewing technical documentation?

Are you willing to undergo a pre-employment medical check?

Do you have a current Australian driver's licence?

Which of the following Microsoft 365 certifications have you completed?

How many years' experience do you have as a network engineer?

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