About Not Just IT

Not Just IT is a Sydney based managed service provider focused on delivering Microsoft cloud solutions to small business across Australia. As part of our continued growth, we are looking for an experienced Level 1/2 Helpdesk support engineer. In this role, you will be responsible for providing remote technical support to our clients.

Your Role
This position will see you engage remotely and directly with our clients, with a focus on providing excellent customer service and the highest level of technical assistance. You will be working remotely and possibly onsite and will require your own vehicle. It’s a fast-paced environment and we expect a high level of performance. The opportunities to grow with this role are awesome!

Your day-to-day responsibilities

Provide Level 1/2 technical support directly, over the phone and using a variety of remote support applications.

You will support our clients' end users with desktop and application support including Windows OS & Microsoft 365 applications.

You'll have a customer focused attitude and will want to deliver consistently positive interactions with our clients.

Complete ongoing and regular maintenance, such as patching and updates for customer desktop and infrastructure platforms.

Monitoring infrastructure and networks, troubleshooting and reporting on systems and platforms as required.

Be responsible for providing technical support and incident management across technology areas and platforms.

Coordinate, collaborate and escalate incidents within established timelines.

About you

A good understanding on IT support & services policies, processes and IT infrastructure technical support.

2+ years’ experience supporting Microsoft technologies including Microsoft 365, Microsoft Azure, Microsoft Teams, Microsoft Office Apps, and Windows 10/11.

2+ years’ experience on service desk and customer facing experience with strong customer facing skills, business acumen and integrity.

Demonstrated experience in troubleshooting and problem resolution for desktop, printer, networking & server technologies.

Understanding of the ITIL Incident Management process.

Experience in installing and configuring hardware such as desktop, laptop, and networking technology.

Excellent communications skills, both written and verbal.

Ability to work autonomously and in a team environment.

Desirable qualifications

Microsoft Certified System Administrator (MCSA) certification.

ITIL Foundation certification.

Knowledge of service desk software logging systems and remote management systems.

Experience working with Microsoft 365/Microsoft Azure/Microsoft Intune

Have clear, excellent written and verbal communication skills.

Strong analytical and problem-solving abilities.

Always ethical, honest and transparent in all your interactions.