IT Support Engineer

Piper Talent

Hindmarsh location; company in trans-formative phase; new role; career opportunities; automouse (!) role.

  • Permanent role for a national and iconic brand
  • Start up opportunity within a business that is transforming
  • Autonomous role so much be self managing
About my client
My client is is a locally owned and operated Business Technology Centre employing staff across SA. They work with Small Business, Medium and Enterprise customers throughout the region to understand and grow our customers' businesses through our suite of ICT solutions.
 
They partner with Australia’s largest telecommunication and technology brands, such as Telstra, Cisco and Microsoft to bring simple, innovative solutions to local customers, businesses, Government and Enterprise organisations.
 
Their clients are supported by skilled technical operations team based in Hindmarsh for all their phone system, networking and ICT requirements from installation to ongoing maintenance and support. 
  • As an IT Support Engineer, you will be an experienced, skilled technician and exhibit our values and uncompromising standards of behaviour. 
  • You will be driven to deliver customer experiences and excel through communicating with key internal and external stakeholders including but not limited to sales teams, fulfilment teams, customers and industry vendors. 
  • You will be required to work both in the office and a customer sites as required to support and deploy Networking, Hardware and Software solutions
  • As a technical specialist, you will work autonomously, in a team environment. This varied role will involve maintaining customer relationships and standards of service while executing on key deliverables.
About the role
This is an excellent opportunity for an experienced Technical Support professional. My client is looking for an individual with an all-round experience with different technologies at various levels. You will have experience in delivering ICT solutions to Small and Medium businesses. You will be working within a dynamic environment where every team member thrives towards solving complex IT related issues to provide the best digital experience to our customers.

You will be responsible for resolving complex issues with a high level of problem-solving skills, penchant towards up-skilling and training junior team members and provide exceptional customer service. You will also be accountable to maintain and monitor our customers’ infrastructure utilising various RMM toolsets whilst following IT best practice policies and procedures. There is an opportunity to introduce automation/optimisation by way of processes and technical implementation. Mix of office based and field work.

Key accountabilities
  • Configuration and deployment of customer ICT solutions
  • Maintenance of ICT Infrastructure
  • Timely delivery of Customer ICT Projects
  • Reduction in average ticket resolution time by way of automation/optimisation
  • Increase in customer experience/satisfaction 
  • Configuring, deploying and maintaining network equipment
  • Performing diagnosis and investigations into problems and assisting in logging faults with carriers and 3rd parties
  • Maintaining and proactively monitoring customer and internal networks and systems
  • Installation, configuration and administration of the Server and Storage Infrastructure across multiple sites and cloud data centres with varied network infrastructure.
  • Develop and implement technologies that can deliver and maintain core and non-core systems and applications
  • Most importantly, communicating information clearly to customers, team members and maintain up to date documentation.
What you will bring to the organisation
  • Experience working with Microsoft Windows Server
  • Demonstrated O365 experience with support and migrations
  • Current MCSE or expert certifications in Server, O365, Teams or Azure are desired
  • Experience working in virtualised infrastructure (VMware, Hyper V etc..)
  • Experience working with service management, networking and infrastructure services (LDAP, DNS, etc.)
  • Proven knowledge of LAN/WAN/Load balancing/Firewall concepts and experience in troubleshooting complex issues across the network/hardware/OS/hypervisor stacks
  • Strong networking skills including router and switch configuration and VLAN management and working knowledge of MPLS, IP, Fibre, Ethernet, DSL, SIP, Voice, VPN
  • Excellent troubleshooting and diagnostic skills, including proactively identifying risks and opportunities arising from, or affected by, infrastructure configuration
  • Strong focus on guiding, mentoring and upskilling staff using creating knowledge base articles and internal training sessions 
  • Desire to further a career in ICT service delivery through proactive training and certification, in alignment with business objectives
  • Exceptional communication skills and an excellent phone etiquette are a must as this role will be interacting with customers and engineers at a variety of levels
  • Willing to participate in after-hours support plus ad-hoc weekend activities as deemed necessary
  • The successful applicant must be an Australian Citizen/Resident and possess the necessary permission to be able to work in Australia
  • Hands-on experience with Cisco Meraki/ firewalls/Routers/Switches/WiFi and IP Telephony
  • Manage to resolution all assigned incidents, requests, events and changes
Be highly competent in technical skills across:
  • Servers and storage, including cloud storage
  • Networks and security
  • Software and applications
  • Cloud services.
  • IT auditing
Ideally you will also have:
  • A minimum of 3 Years previous experience in a similar technical role 
  • Microsoft (MCP/MSCE) Qualification (either completed or currently completing)
  • CISCO CCNA (or equivalent) Qualification (either completed or currently completing)
In return, they will provide you with product training, supportive management, a dynamic team environment and a competitive salary with career progression opportunities.

APPLY NOW

Or call me, Mouse Croghan on 0404 380 704 for a confidential chat or for more information or email me on mouse@pipertalent.com.au 
Check out this and other opportunities at www.pipertalent.com.au