Help Desk & IT Support (Information & Communication Technology) Full time Flexible, supportive environment with training & development If you're a person who can't sleep for three days until you solve that problem, then this is the job for you.
Please read this before you apply – We are looking for a talented and experienced Level 2 Systems Engineer with a variety of MSP experience. You are an essential part of the help desk and onsite support team solving a mix of complex and routine requests.
At Simple Biz , we pride ourselves on being Attentive , Trustworthy , and Excellent with Communication . We are also committed to 110% service, or as we call it, One10 .
We are proud of our culture and are a team of like-minded individuals who help each other succeed. We have a great, fun work environment and are focused on developing our team to be the best versions of themselves.
Our head office in North Melbourne is fun & dynamic, with a train station and tram stop right on our doorstep.
Due to growth, we are looking for a Level 2 Engineer to join our awesome team.
The Role The IT Support Engineer is responsible for resolving IT infrastructure-related escalations from the L1 technicians, working closely with clients all around Australia to provide the best possible outcomes and service experience possible.
Responsibilities: Troubleshoot and problem-solve Level 1 & 2 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 SLAs 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: Onsite work experience is essential. Exceptional customer service skills & demonstrated experience within a Service Desk environment. Demonstrated experience in a managed service/outsourced environment. General experience in Active Directory, Exchange, Windows Server 2012-2022, Office 365, and other cloud-based technology. Certifications (Microsoft/ITIL) will also be highly regarded. You will be a great communicator, be known for your outstanding customer service, and take ownership of customer issues to get them resolved. Good exposure to Microsoft Office 365 and Azure. Virtualization technologies ideal (VMware/Hyper-V). Microsoft Server Operating Systems. Microsoft Exchange Server and Services, Microsoft Remote Desktop, and other VDI technologies. All forms of Desktop Support. Ideally networking experience with WatchGuard, UniFi, Cisco, LAN, WAN, etc. Experience in Service Desk tools like Remote Monitoring and Management, IT Service Desk ticketing, and documentation tools such as AutoTask. Requirements: Must have a Victorian or Australian equivalent Drivers Licence . Must have a Police Check (We will provide this for successful applicants). Must have a Working with Children Check (We will provide this for successful applicants). This role is a fantastic opportunity to develop your skills further whilst being in a fun and enjoyable team; competitive salary, paid certifications and training, the industry's best recognition program, and many other benefits are on offer!
Resumes will not be accepted unless they have a cover letter explaining why you would be suitable for the role. If this sounds like the opportunity that you have been searching for, please do not delay - apply now to avoid disappointment!
Your application will include the following questions: Which of the following statements best describes your right to work in Australia? How many years' experience do you have as a Level 2 System Engineer? Do you have customer service experience? Do you have a current Australian driver's licence? What's your expected annual base salary? What's your highest level of education? Do you have a current Police Check (National Police Certificate) for employment? How many years' experience do you have as a Microsoft 365 Administrator? Simple Biz Information & Communication Technology Simple Biz are a dynamic IT support and solutions company committed to simplifying the technological landscape for businesses across Australia and New Zealand. With a decade-long legacy, we specialise in services such as managed IT support, business continuity, cloud services, and more to ensure our clients' operations are seamless, secure, and efficient.
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