Join Our Expanding Team at Secom Technology!

About Secom Technology:

We are more than just a Managed Service Provider (MSP); we are a trusted partner to our clients, delivering tailored IT solutions that empower businesses to thrive. Our focus is on maintaining and enhancing the IT infrastructure of diverse organizations, ensuring they have the stability, security, and support needed to succeed in a fast-paced digital world.

What sets Secom Technology apart is our commitment to innovation and excellence. We stay ahead of the curve by leveraging the latest technologies and best practices in cybersecurity, network management, and cloud solutions. Our team is our greatest asset, and we cultivate a work environment that fosters continuous learning, collaboration, and professional growth.

Working at Secom Technology means being part of a dynamic, forward-thinking company where your contributions make a real impact. We believe in empowering our employees, providing opportunities for career advancement, and creating a workplace culture that values diversity, creativity, and a customer-first mindset. Join us and be part of a team that is dedicated to delivering exceptional service and driving success for our clients.

About the Role:

As a Level 2 Helpdesk Support Agent at Secom Technology, you'll be the backbone of our technical support team, working directly with clients to resolve a wide range of IT issues. This role is perfect for someone who is eager to build upon their foundational IT skills and tackle real-world technical challenges. You'll be responsible for managing network configurations, supporting Windows Server environments, and assisting with backup and workstation issues.

Australian work rights are required for this position.

In this position, you'll not only handle incoming support requests but also collaborate closely with Level 1 agents to escalate and resolve more complex problems. Your work will directly contribute to ensuring our clients' IT infrastructure operates smoothly and securely. This role offers you the opportunity to grow your expertise across various technologies, with a clear path for career advancement within a supportive and innovative company.

If you're passionate about IT, enjoy solving problems, and are looking for a role that offers both challenge and growth, this could be the perfect opportunity for you.

Key Responsibilities:

Network Troubleshooting: Assist in managing and resolving issues related to network configurations, including VLAN setup and basic firewall rules.

Server & Virtualization: Support Windows Server environments with Hyper-V, including tasks such as monitoring, basic VM management, and assisting in replication tasks.

Unified Communications: Provide support for VoIP systems, including setup and troubleshooting basic issues related to call routing and device configurations.

Microsoft 365 Support: Assist with user management, email configurations, and basic troubleshooting within Microsoft 365, including Exchange and Intune.

Backup Management: Monitor Backup Software, ensuring backups are completed successfully and addressing basic recovery tasks as needed.

Workstation Support: Resolve common hardware, software, and connectivity issues for client workstations, escalating more complex problems to Level 3 Support.

Customer Interaction:

Address client IT support requests via phone and email, providing clear and timely resolutions within Service Level Agreements (SLAs).

Maintain positive client relationships by delivering effective communication and ensuring a high level of customer satisfaction.

Documentation and Reporting:

Maintain and update client documentation, ensuring accurate records of systems, configurations, and troubleshooting procedures.

Complete job sheets and update the CRM system after every support interaction, ensuring all client details and actions are documented.

Necessary Experience:

Technical Expertise:

Minimum of 2 years in a Level 2 Support role, preferably within a Managed Service Provider (MSP) environment.

Managed Service Provider (MSP) environment experience is required.

Experience with firewalls, including basic rule management and network troubleshooting.

Knowledge of Windows Server and Hyper-V, including virtual machine management and monitoring.

Familiarity with network infrastructure, including VLAN setups and wireless network support.

Experience with Microsoft 365, particularly in user management and email configuration.

Basic experience with VoIP systems and Backup Software is a plus.

Problem-Solving:

Demonstrated ability to resolve technical issues independently, with a focus on troubleshooting and escalating when necessary.

Ability to prioritize tasks and manage multiple support requests in a fast-paced environment.

Communication:

Excellent communication skills, with the ability to explain technical concepts clearly to non-technical users.

Strong documentation skills, ensuring all work is properly recorded and easily accessible for future reference.

Benefits:

At Secom Technology, we believe in investing in our people. Here's what you can expect as part of our team:

Unmatched Training and Development: Access to a comprehensive learning platform, close mentoring, and regular follow-ups to help you achieve your professional goals.

Incredible Progression Opportunities: Fast-track your career in a booming industry with clear pathways for advancement within the company.

People-Focused Culture: Join a culture that is centered on your success, well-being, and professional growth.

Career Growth in a Booming Industry: Be part of a dynamic team where your career can grow rapidly in a thriving sector of the tech industry.

Our Culture:

At Secom Technology, we believe that our people are our greatest asset and the power of teamwork and continuous learning. We provide our team members with the resources they need to excel in their roles and encourage innovation and proactive problem-solving. We value diversity, commitment, and the drive to deliver exceptional service to our clients.