IT Helpdesk Support Technician Level 1/2 at Technicalities Group Consulting – Heatherton | Jobyssey

Salary: $70,000 – $80,000 per year & Super

We are a successful IT Services company providing consulting, support, and managed services to business customers across Melbourne.

We’re looking for tech enthusiasts and problem solvers to join our Helpdesk as a Level 1/2 Helpdesk Engineer and provide first class support to our customers.

Our ideal candidate loves playing with and talking about technology and helping solve people’s tech problems. Ideally you will have some experience in a Helpdesk environment or desktop support role.

This isn’t just a Helpdesk role, working with us you will have the opportunity to work hands-on with the newest technologies including the latest in cyber security, networking, and cloud. You will work with and learn from our smartest and most experienced engineers.

Benefits:

Work with the latest technology
Learn from our best Engineers – advance your knowledge and skills
Team lunch provided every Friday
Opportunities for training - pursue your areas of interest in networking, cyber security, Wi-Fi
We are a small team so working with us you won’t be just another number on the Helpdesk

Requirements:

Previous experience in a service desk or desktop support role and relevant tertiary qualifications are required for this role. Our ideal candidate will have some knowledge and experience with the following:

Demonstrated knowledge of Microsoft Operating systems, O365 Services (Exchange online, SharePoint online, OneDrive, MS Teams) and Active Directory
Troubleshooting of Level 1 software and hardware faults
Microsoft 365 user management, configuration and troubleshooting
Basic knowledge of VMware and Hyper-V environments
A good understanding of basic networking concepts including routers, switches, firewalls
VPN and remote access solutions
Backup software and solutions
Helpdesk ticketing and RMM systems
Experience with endpoint protection products
A basic understanding of cyber security products including EDR, SIEM, Application Control
A minimum 1-2 years experience is required in a Helpdesk or similar support role

You should also possess:

Strong analytical and problem-solving skills to be able to diagnose and resolve entry level technical and hardware issues
Excellent communication skills and a proactive mindset

Job tasks and responsibilities

Triage incoming tickets and allocate tickets to the appropriate resources for resolution
Troubleshoot customer issues efficiently and effectively using remote support tools
Responding to and resolving desktop, server, and network issues
Resolve a range of Level 1 - 2 customer issues including password issues, 365 issues, access problems, backups, cloud hosted phone configuration issues and more
Escalation of tickets to level 2 and 3 support when required
Manage onboarding and offboarding of users in managed customer environments
Assist with patch management, cyber security compliance and maintenance for managed clients
Keep ticket notes, client information and configuration items up to date
Adherence to SLAs and prioritisation of incidents
Create and update new Helpdesk documentation as required
Training and research to stay up to date with new technology

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