About the role

As an IT Support Analyst at Tech Engine Australia, you will play a crucial role in ensuring the seamless operation of our clients' technology infrastructure.

1-2 days per week: Castle Hill NSW
3-4 days per week: WFH/Remote

This full-time position will require you to provide 1st/2nd IT support, including troubleshooting and resolving a variety of hardware and software issues in person and remotely.

HQ is in Brisbane so opportunities to travel up to spend time with the team available too!

What you'll be doing 1-2 days per week when WFH/remote for a client site:
Level 1/2 Support:

o Process tickets entered by users into ServiceDesk Plus.

o Conduct basic troubleshooting to determine the level of support needed.

o To provide product information and resolve common issues, such as username and password problems, menu navigation, hardware and software verification, installation difficulties, and setup.

o Communicate with users for an in-depth analysis of the problem before providing a solution.

o Perform in-depth troubleshooting and backend analysis.

What you'll be doing 3-4 days per week when WFH/remote for an MSP:

Respond to and resolve IT-related incidents and requests from users in a timely and efficient manner

Assisting with inbound calls to assist with scheduling and attending to customer enquiries

Diagnose and troubleshoot hardware, software, and network problems

Provide technical support and guidance to users, helping them resolve issues and maximise productivity

Maintain and update IT documentation via IT Glue, including knowledge base articles and user guides

Assist with the deployment and configuration of new hardware and software

Collaborate with the wider IT team to implement process improvements and enhance service delivery

Working to ISO 27001 (information security) and 9001 (quality) standards

What we're looking for

1-3 years of experience in an IT support or helpdesk role, at an MSP/TSP

Strong troubleshooting and problem-solving skills, with the ability to identify and resolve a wide range of technical issues

Exposure to: Autotask, Datto RMM, IT Glue, SentinelOne, Threatlocker, Keeper Security, Todyl, UniFi, Meraki, Windows 11, Mac OSX, CIPP, Microsoft 365 Admin, Google Workplace

Working knowledge of Windows and Mac operating systems, as well as common productivity and collaboration software

Familiarity with IT support best practices and industry standards

A positive, customer-focused attitude and a commitment to providing exceptional service

Exposure to or certification with, A+, N+, S+, AZ900 and MS900 Microsoft certifications

What we offer

Competitive salary and team bonding activities such as go-karting!

Opportunities for professional development and career advancement

A collaborative and supportive team environment

Flexible work arrangements, including working remotely one day a week after 6 months of tenure

About us

Tech Engine Australia is a leading provider of innovative IT solutions and services. We are dedicated to empowering businesses of all sizes with cutting-edge technology and exceptional support. Our team of passionate and skilled professionals are committed to driving our clients' success and shaping the industry's future.

Apply now to join our team and be a part of something great!