L3 Escalation Engineer

Vor 5 Tagen

Melbourne, Österreich Cascade Technology Services Vollzeit
Highest point of escalation for the service deskFantastic Work Environment – unique career opportunityYou 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.Common Requirement :As a L3 engineer you must have:Excellent communication in order to communicate and document the resolutions to client’s problemStrong technical skills and sense to leadershipExcellent technical understanding and problem solving skills to get the work done in effective and timely mannerExcellent customer advocacy, organizational & communication skills, both written and verbal skillsJob tasks and responsibilitiesResolve the end user technical problems or incidents that Level 1 and Level 2 team was not able to resolveConduct root cause analysis and resolve repeat issuesTake the ownership of P1 and resolve the problems in a timely mannerEnsure high level to customer engagement and satisfactionMaintain 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 teamHelp uplift the overall technical capability of the team by providing training to the team and building knowledgebaseIdentify 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 AdministrationExchange Server / Exchange Online / Office 365SQL Server AdministrationHyper-V & VMWare AdministrationNetworking Skills (Routing / NAT / VLAN)Troubleshooting skills across multiple technologiesDesktop SupportExperience & Qualification:Able to prioritize work and succeed under deadlinesAt least 6+ years of experience in a Service Desk / Incident Management RoleExperience with a ConnectWise (ticketing system) and and NCentralIT industry (TAFE or Univ. Qualification)Tertiary qualification and relevant industry certifications Azure, M365, MCITP, MCSE, VCP, CCNA, Datto, VMWareStrong 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 sitesKnowledge of ConnectWise (PSA) preferablyContinually grow and further personal development and educationOutstanding organizational and multitasking skillsAbility 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 experienceOn Offer:Competitive RemunerationExcellent office & culture -where people enjoy their job, and always learn a lotFast growing IT Consulting companyExposure to latest technologies100% projects based roleHow to applyATTENTION Please make sure you apply ONLY through our website. DO NOT apply for Appetency Recruitment Services jobs anywhere else on the web.If you are on our website then please apply using the “Apply Now” button belowOther titles for this role in other organisation might be: Senior Consultant, Senior Systems Engineer, Managed Services Consultant, Escalation Engineer, Level 3 engineerIT Infrastructure(Melbourne - Inner-northern suburbs )IT Infrastructure(Melbourne - Northern suburbs )Infrastructure Operations Engineer - DevOps,NOC#J-18808-Ljbffr

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