IT Tech Support Engineer

NOTE: Applications will only be accepted from candidates that complete the application form here ----------

COMPANY OVERVIEW:
We are a Perth, AU based IT Services company, providing cloud-based IT services to small - medium businesses across Australia. We are committed to delivering excellent technical services to our clients and we are looking for an experienced and enthusiastic, forward-thinking Technical Services Engineer to join our fun and friendly team.

ROLE DESCRIPTION:
The Tech Services Engineer is responsible for delivering high quality and on-time technical support services to the client.

RESPONSIBILITIES AND DUTIES:
Key Responsibilities and duties are as follows.
• Develops and implements technical strategies for the company
• Ensures effective management of ticket activities such as tracking and prioritizing i ----------
• Supports the team in responding to emails, phone calls, and instant messages in a professional and timely manner
• Ensures complaints or service improvement opportunities are escalated to the Operations Manager.
• Ensures that all information and data are treated with strict confidentiality and security
• Handles new client onboarding and project execution
• Executes technical support requests, ensuring timely resolution of technical issues
• Performs system administration and technical tasks
• Assists with the deployment of company projects
• Maintains accurate records of technical activities and client interactions
• Develops and maintains technical documentation in line with company standards
• Collaborates with internal departments to ensure timely and accurate delivery of products and services to clients
• Identifies opportunities for the company to upsell services
• Delivers high-quality work under minimum supervision
• Contributes to the ongoing development of the company’s internal processes and procedures

RELEVANT QUALIFICATIONS:
The following qualifications are relevant for this role.
• Tertiary qualification from a recognised college or university in a relevant subject.
• MS-900 Microsoft 365 Fundamentals Certification
• ITIL Certification
• 3CX Certification
• AZ-900 Microsoft Azure Fundamentals Certification

SKILLS AND EXPERIENCE:
The following skills & experience are required for this role
• Minimum of 5 years of experience in MSP technical support or a relevant role with an AU/NZ/UK/US/CAN company.
• Familiar with current technologies, such as Microsoft 365, Microsoft Azure, IT Security, VOIP systems, Cloud-based collaboration & sharing services.
• Strong leadership and interpersonal skills.
• Working in remote technical support environments.
• Working both independently and as part of a team.
• Demonstrated experience of providing support to clients in the IT managed services industry
• High level of written & spoken English.
• Strong organizational skills and attention to detail.
• Scheduling, coordination, and escalation of support and service tickets.
• Microsoft 365 Azure AD System Administration & management.
• Windows desktop and printer troubleshooting.
• VOIP and internet connection troubleshooting.
• Firewall deployments.
• IT Security controls and monitoring solutions.
• Good understanding of IP networking principles.
• Backup setup, management and restoration.
• DNS records management.
• Remote access solutions.
• Excellent phone, email, and instant messaging communication.
• Excellent time management.
• Ability to build and maintain relationships with clients and partners.
• Analytical and problem-solving mindset.
• Attention to detail and accuracy.
• Understanding of technology products and services.
• Ability to work collaboratively with other teams and departments.
• Flexibility and adaptability to changes in a fast-paced environment.

WORKING HOURS
The working hours are from 7am - 5pm (GMT+8) with 1 hour break, Monday to Friday. 45 hours per week.

LOCATION:
WFA - Work from anywhere

EQUIPMENT AND SETUP:

The contractor will be required to provide the following:
• Stable internet & power connections.
• Desktop PC or laptop running a current Windows or Mac operating system.
• Good quality webcam.
• Good quality headset & microphone.
• Quiet, distraction-free workspace.

If you are interested in this position and meet the criteria listed above, please submit an application and attach a current resume.

Please note that we will only consider applications from candidates that hold some of the relevant skills and experience listed above. We look forward to hearing from you. No agencies - thanks.