Managed Services Consultant - Level 2

Brennan IT Pty Ltd

As a key member of the Managed Services team, you will be providing onsite 2nd level support to our Managed Services client.

  • Join Australia's #1 Managed Service provider
  • Strong focus on personal and career development
  • Be part of a great team that will motIvate and support you
Why work for Brennan? 

We are a national company with a reputation for delivering technical excellence and high quality service to our customers. It's why we have been ranked as Australia's No. 1 Managed Services Provider for past 10 years in a row.

We value our people as they are the cornerstone of our business success and are the reason we have an excellent reputation with our large and diverse customer base.

Brennan IT offers awesome benefits including:
  • An awesome team of people to work with
  • Online learning and industry certification courses
  • Access to the latest and greatest technology
  • Personal and Career development opportunities
  • Active Social club
  • Discounted IT product purchases for staff
  • High levels of reward and recognition for over achieving
  • A company that genuinely cares about YOU
The Role: 

As part of our continued growth, Brennan IT is seeking an dynamic, energetic and customer facing Managed Services Consultant - Level 2. 

As a key member of the Managed Services team, you will be providing onsite and remote IT support to our Managed Services clients. You will primarily provide 2nd level IT support for your assigned clients. Where you are allocated as a primary consultant to any account, you will also undertake technical ownership, adhering to service level agreements and be an escalation engineer for your client base.

The role requires a reasonable degree of technical skill across a broad range of areas in IT infrastructure and a good understanding of ITIL processes.

Your day-to-day responsibilities:

  • Ensure support SLA targets are achieved
  • Provide L2 support for service delivery teams and resolve technical issues
  • Provide onsite support at client locations on behalf of service delivery teams and resolve technical issues
  • Problem management
  • Maintain and administer systems, which includes Desktops (Windows OS), Microsoft Office suite, basic printing and Windows server support. Also includes end user support and liaising with 3rd party vendors as needed.
  • Ensure service quality through technical competence and attention to detail
  • Strive for high levels of customer feedback scores
  • Maintain effective communications with your clients
  • Ensure adherence to our Service Delivery policies, processes and procedures
  • Work with Senior Consultants and Account Management staff to ensure effective management of the client base
What skills you will bring to the team:
  • Minimum of 3 years IT experience
  • Advanced experience in Wintel environments including Office 365
  • Strong analytical and problem-solving skills
  • Excellent verbal and written communication skills
  • Ability to travel to client site for onsite support
  • A “Do what it takes” attitude
  • Proven ability to work within and across teams
  • Industry based certifications
  • Desktop Support
  • Server Support
  • Ability to administer an active directory environment
  • A good level of understanding of virtualised environments such as VMWare/Hyper-V
  • Break Fix Analysis and root cause analysis
  • On Site Contracted Requirements
  • Provide afterhours On-call support on a roster-based system
  • Liaise with 3rd Party Vendors
  • Ability to act as a point of escalation for complex issues and major escalations
Highly Regarded:
  • Prior experience within an outsourced service delivery environment or MSP
  • Working knowledge of ITIL concepts and methodologies
  • Prior experiencing with consulting services
  • Exposure to Cloud environments such as Azure/AWS
  • Working knowledge of networking concepts
  • MCSA Certification
NOTE: As part of our hiring process, you will be required to undertake a Technical Assessment and a National Criminal History Check.