L3 Service Desk Engineer - MSP (Remote)

Our AU Partner Client, a provider of IT managed services and support for large and medium-sized businesses all around Australia, is looking for a Level 2-3 IT Help Desk Engineer with Cybersecurity background. They are a rapidly growing technology solutions provider focusing on Cloud, Cyber Security, Networking, Disaster Recovery and Managed Services.

Key Responsibilities:

• Monitor escalated service tickets, ensuring timely escalation and resolution
• Managing diverse computing environments across a variety of business clients
• Analyse and document unfamiliar client/server network setups, identifying the fastest path to resolution
• Perform rapid analysis of workstation/server incidents to determine root causes
• Provide consulting to clients on certain applications, best practices, and general computing processes
• Troubleshoot and resolve high-level workstation, server, and network issues following standard operating procedures
• Utilise software tools and vendor-specific utilities to expedite incident resolution
• Resolution of incidents related to, but not limited to the following:
• Mail Application/Office 365 issues
• Client/Server Connectivity issues (per SOP)
• Time-sensitive and VIP Workstation incidents
• File Restores
• Remote Access incidents (Citrix and Terminal Services)
• VPN Set-up for WFH, and Printer networking set-up for user account

Skills and Qualifications:

• At least 5 years of relevant experience as a Systems Engineer
• Experience with Windows 10/11 Operating Systems, Microsoft Exchange/Office 365, Remote Desktop Services
• Strong background in desktop and server support
• Server Administration for Windows Server 2016 or later
• Proven experience in troubleshooting network configurations and hardware issues
• Ability to follow documented processes while escalating unclarified variables to management
• Excellent customer service skills with a problem-solving mindset
• Strong prioritisation and task coordination skills
• Must have a stable internet connection with a minimum speed of 15 Mbps

Nice to Haves:

• Experience with monitoring and remote management tools
• Expertise in Microsoft Server and Workstation technologies
• Network+ certification
• Proficiency in Huntress Cybersecurity Platform

What we offer:

• A Salary negotiable based on experience
• HMO Coverage plus two dependents
• 27 days leave

Supplemental Pay:

• 13th-month salary

Job Type:

Full Time, Permanent

Schedule & hours:

Full-time, Monday to Friday, working Morning shift to align closely with AU time

Working hours are 8 hours per day.