Tektalent has partnered with our flagship client whom are a leading IT solutions provider that provide industry leading technical customer service & technical advisory. Our client offers a refined & successful brand to be a part of, and a culture that has won awards within Australia putting them into the top 10 best Australian tech businesses to work for.

We have been asked to assist with recruiting a Service Desk Engineer to join the level 2 team, this is a technical role taking escalations from the level 1 team, you will be able to get your hands dirty & problem solve complex technical problems for a wide array of client's and modern infrastructure environments.

This role will be expected to provide customer service excellence, support team members and continually improve both yourself and the business through your individual & team contributions.

This is a permanent role & offers the luxury of being hybrid which heading into 2025 is a luxury not many businesses are still offering.

Position-specific tasks and responsibilities:

Provide a primary point of escalation for the service team

Responsible for resolving level 1-2 technical issues & communication to clients and service team

Coordinate escalation management events including incident owner, problem owner, and other professionals

Provide second point of contact for all incoming support calls and emails

Provide application, network, and infrastructure support for clients

Respond to and Resolve tickets within agreed Service Levels Agreements (SLA’s)

Collaborate and escalate any level 3 issues to the Senior System Administrators/SME Specialists, Team Lead or Service Operations Manager

Provide deskside support and onsite visits to a variety of clients both scheduled and reactive

Enter all ticket and time entries into the CRM Database (ConnectWise)

Ensure quality of service to clients is maintained by providing excellent customer service to a variety of clients

Establish a mentor partnership with junior service staff

Skills and Experience Required:

2+ years of technical support experience for an MSP (Managed Services Provider)

Exposure & technical experience with;

Networking (WatchGuard / Forti / Aruba / Ubiquiti)

Phones (SIP, Teams, 3CX)

Cloud & Applications (Sharepoint, Wintel, Azure)

Modern Microsoft stack (Microsoft 365, Windows server)

Security (MDM, Sophos, Defender, Tenable)

Virtualisation & Infrastructure

Excellent communication, time management and organisation

Team player with the ability to actively listen, process feedback, reflect, learn and help others learn.

Benefits & Reasons to apply

Hybrid role - You can work from home or a conveniently located head office with on-site parking

The business has experienced 40% year on year growth

Complex technical problem solving within modern technical stacks

Not a role that is just logging tickets, you will have the freedom to get your technical and creative juices flowing, and also be mentored by some of the best engineers in the game

Technical role that involves F2F visits from time to time, not a call center role

Clear and defined progression plan coupled with a high growth business

55 + staff IT services business with a strong HR & L&D focus, this is rare for a business of this size

Our client is a certified “Great place to work” - Ranked one of the top technology businesses in Australia

Refined & forward-thinking business with high capability and a dynamic decision-making process

Average tenure of the team is 2 + years

Nimble and fast-moving business that is hyper-focused on innovation and growth

Very high culture rating across the business

Plenty of non-financial incentives around education, health / fitness, self-development, extra leave

Constantly evolving and changing the way they deliver solutions, heavy investment in automation & bleeding edge tech

Pain free & efficient interview process - 2 rounds

10 + years of strong reputation in the market

Highly focused on innovation & providing IT services / consulting across all the latest tech platforms

Culture is a primary focus of the business, they strongly support growth, having a voice, promoting a flat management structure, collaboration, encouragement & support, diverse team working in cross collaboration and supporting the generation of ideas and opinions

Business heavily invests in training & support, internal progression, delivering projects at a high standard, reputation is everything

If you are an experienced Service Desk Engineer at the level 2 technical ability, please apply and we will review your application as soon as possible.

Please only apply if you're permanently based in Canberra, remote candidates will not be accepted.

Alternatively, you can email [email protected] directly for immediate review.

Tektalent looks forward to hearing from you.

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