About the role

We are seeking a Support Engineer to join our rapidly growing team at CNS in Crows Nest, Sydney. As a full-time ICT Support Engineer, you will play a critical role in our service desk operations, focusing on ticket resolution and ensuring client satisfaction. You will work closely with clients to understand their issues, provide timely and effective solutions, and escalate complex problems when necessary. Additionally, you will mentor junior staff and handle escalations from Level 1 support, ensuring that all tickets are resolved efficiently and effectively. The salary for the position is $75,000 - $80,000 depending on experience.

What you’ll be doing

• Deliver excellent customer service ensuring a positive experience for end-users
• Communicate effectively and professionally with clients to further analyse their service request and work to resolution.
• Isolate, replicate and resolve complex technical issues escalated from L1 staff internally.
• Incident response for critical systems, acting quickly to triage and restore services apart of oncall.
• Collaborate with Level 1 and Level 2 support teams to ensure swift and effect problem resolution
• Record detailed ticket notes and documentation of support including references, troubleshooting and resolution steps
• Contribute to the knowledge base by creating and updating articles and guides for common issues
• Stay up to date with latest technical tools, diagnostic software and industry best practices to continuously enhance the company’s technical support capabilities?

What we’re looking for?

• 1-2 years in service desk or similar role
• Experience working in an MSP on multiple clients
• Proven experience using ConnectWise and Jira for ticket management

Technical Skills

• Ability to identify problems to issue requests and resolve issues within a timely manner.
• 1-2 years of experience with Microsoft systems and platforms, including Windows Server/Client, Azure, and Microsoft 365.
• Intermediate to advanced knowledge of Microsoft skills like Windows operating systems, Active Directory, GPO principles, and troubleshooting Microsoft services.
• Intermediate to advanced understanding of network principles, including routers, switches, firewalls, VPN connections, DHCP, and DNS.
• Intermediate to advanced knowledge of Azure products, backup policies, security best practices, and PowerShell scripting.
• Basic Linux knowledge.

Soft Skills

• Great positive ‘can do’ attitude and strong work ethic
• Trusted to consistently complete tasks well and meet deadlines. Being reliable involves showing up on time, consistently delivering high-quality work, and taking initiative when needed.
• Ability to conduct simple research on issues, solutions and technology
• Strong ability to communicate with the end user or customer to identify the issue
• Ability to work in a fast-paced environment and handle multiple priorities
• Open and honest communication internally and externally with customers, coworkers and leadership.

Certifications

• AZ104, AZ800, AZ801 or equivalent
• SCxxx is nice to have

What we offer

At CNS, we are committed to providing our employees with a supportive fulfilling work environment. As a Support Engineer, you can expect:

• Participation in our Rewards and Recognition program which unlocks your bonus.
• Opportunities for professional development and career advancement
• Ability to work with international markets and clients
• Wellness benefits
• A collaborative and inclusive team culture

What Else?

Join our awesome team and be part of something great! We’re looking for someone who is eager to grow and improve, both for themselves and our customers. When challenges arise, you’ll showcase your sharp problem-solving skills and excellent communication abilities. We’re a high-energy, fast-paced group with endless opportunities to learn and grow!