Priority Networking are a rapidly growing, fast-paced National IT consultancy. Established in 2011 with a target market of small to medium sized businesses.

We are looking for an individual with a passion for technology with a results driven mindset. An ideal opportunity for someone looking to advance their career in IT.

At Priority Networking we strive to get IT right the first time!

With a skilled and driven team focused on technology and exceptional customer service. We believe a healthy work life balance creates a satisfied and highly motivated team. We’re a no BS team that just get on with it.

Position Overview:

As a Level 2 Engineer, you will be responsible for providing technical assistance and support to businesses in a professional and efficient manner. You will play a critical role in resolving hardware, software, and network-related issues to ensure smooth operations for our clients. This position is ideal for individuals who possess a strong foundation in IT concepts and have a passion for assisting others with their technology needs.

Key Responsibilities:

· Remote Support: Respond to incoming support requests through various channels (phone, email, ticketing system) and provide timely, courteous, and effective assistance to end-users.

· Onsite Support: Attend client’s site for hardware deployment, recovery from outages, general onsite troubleshooting.

· Troubleshooting: Diagnose and resolve hardware and software problems related to desktops, laptops, printers, and other peripherals. Perform troubleshooting for network connectivity issues.

· Documentation: Maintain accurate records of support requests, activities performed, and resolutions provided. Update the knowledge base with solutions to common problems and client specific documentation.

· Projects: Assist in technical work relating to projects

· Training & Mentoring: Provide basic user training on hardware and software usage to enhance end-user knowledge and productivity, as well as assist in mentoring junior staff

Requirements:

Minimum 2 years helpdesk experience and 1-2 years of level 2 support

· Australian PR/Citizenship.

· Availability to work full time hours.

· Driver’s license and vehicle.

· Strong problem-solving and analytical skills to diagnose and resolve technical issues.

· Excellent communication skills, both verbal and written, to effectively interact with end-users.

· Customer-focused approach with a patient and friendly demeanor.

· Ability to work independently and collaboratively in a team environment.

· Strong understanding of Windows operating systems.

· Strong understanding Microsoft Office applications (Word, Excel, Outlook).

· Willingness to learn and stay updated with the latest technology trends.

Desirable Qualifications:

· Associate's degree in Information Technology, Computer Science, or a related field.

· Certifications in IT, networking, cyber security or a related field

· Previous experience in a customer service or IT support role.

· Understanding of networking concepts and protocols.

· Familiarity with remote support tools and ticketing systems.

- MS Office 365 and Windows Server experience required

- MS and Fortinet certification highly desirable

Working Conditions: This position involves working in an office or onsite with our clients, interacting with end-users primarily via phone or email. The role may require occasional lifting of computer equipment and working outside regular business hours to accommodate user needs or system maintenance.

Benefits:

· After your probation period ends, you have work from home available for up to two days a week.

· Car allowance for onsite technicians

· Employee Assistance Program Access