Service Desk Engineer - Level 1 - Exciting MSP | Microsoft Stack

Service Desk Engineer - Level 1 - Exciting MSP | Microsoft Stack

One of our clients who are a fast growing Managed Service Provider (MSP) who are continuing to grow and looking to add a new member to their Service Desk Team. Due to this, we are looking for a Service Desk Engineer with solid Level 1 Support experience to join on a full time basis.

The MSP provide a range of cloud solutions to customers such as Office365 and Microsoft Azure, through to Internet and Phone solutions.

We are seeking a Junior to Mid level 1 Service Desk Engineer, to join the team in Brosbane. The role will primarily focused on working with customers to provide first class pro-active and re-active support across their infrastructure.

Duties and essential job functions:

• Provide level 1 technical assistance for our customers over the phone and email


• Responding to escalations from the team when required


• Fulfil Service Requests within SLAs


• Participate in customer meetings over the phone or in person to provide project updates


• Assist the sales team with technical pre-sales for our cloud offerings from time to time


• Assist in the administration of the Cloud Services Infrastructure and on-premise infrastructure


• Clearly document all activities in our case management tool


• Monitoring and actioning alarms from automated management systems


• Assisting with special projects as deemed by management

Desired Skills and Experience

• Excellent written and verbal communication skills


• Previous customer support experience in a complex environment


• Excellent troubleshooting and analytical skills


• Experience in a similar role with a Managed Service Provider will be highly regarded


• Experience managing Microsoft Office365 and Azure


• Experience with troubleshooting business internet, router and Wi-Fi issues.


• Experience in configuration and administration of Windows Servers


• Any Experience in configuration and administration of Active Directory domains, including Group Policies, Microsoft Clustering, and IIS is well regarded


• Able to work in a fast-paced environment


• Familiarity with the ITIL framework would be highly regarded


• Networking skills would be highly regarded

This is a Permanent position and is based in Brisbane. This role involves 4 - 5 days a week in the office and you must be either be a Permanent Resident or Citizen to be considered.

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