Service Desk Analyst Helpdesk Level 2

About us

AERA is a national Managed Services Provider of business Cloud Solutions, IT Services, Voice, Data, Telephony, Cyber Security, Hosting, Ai Automation, Hardware and Licensing throughout Australia. You can see us at www.aera.com.au

We are a fast growing, dynamic and professional organisation with offices in Sydney, Canberra, Melbourne & Brisbane.

The role

We're looking for a dynamic, enthusiastic person to join our service desk to handle and take responsibility for 2nd level technical assistance, and assist our 1st Level team on the Service Desk for the clients we support across Australia; You will also be involved in technology projects and On-Boarding clients as required on a need basis.

This position will be based in our dedicated Office in London Circuit, Canberra CBD.

Previous experience providing remote technical support and working as part of an external helpdesk / managed services team will be highly regarded.

What you'll do

Duties expected in this role (but not limited to):

• Providing second level support for all new and existing ICT support issues escalated to Level 2

• Troubleshooting and diagnosing technical issues remotely, over the phone and in person

• Provide support in the deployment, installation and maintenance of systems

• Ability to develop, manage and maintain Office 365 environments

• Advanced Knowledge of Active Directory and Azure AD

• Managing Windows Server Technologies

• Microsoft Cloud Technologies - Teams, SharePoint, Security and Compliance, Azure

• VMware ESXi and Hyper-V

• Infrastructure Design and Implementation

• Effective engagement with 3rd parties to optimise outcomes

• Participate in mentoring, knowledge sharing and advice to wider organisations

• Great customer service with an attitude of willing to please and succeed

• Ability to deliver a comprehensive IT systems audit and developing procedures and manuals where necessary

• Developed interpersonal, negotiation, written and verbal communication skills

• Strong organisational skills and attention to detail

• Be an independent person who thrives in a fast-paced environment

• Willingness to be hands-on and perform tasks of all levels of complexity when required from level 1 support through to leadership

• A Driver’s License

We don’t expect you to have the following application knowledge, but you will be required to quickly adapt to the following if you don't have them already:

• ConnectWise

• IT Glue

• N-Able N-Central RMM

Skills and experience

• Minimum of 2 years' experience working on Networks, Desktops and Servers (Helpdesk background will also be considered beneficial)

• Demonstrated experience supporting LAN and WAN infrastructures

• A basic understanding and support methods for the above technologies

• Superior communication skills, written and verbal, must be fluent in English and possess great phone manner

• Demonstrated experience in operating within an IT support team environment and in meeting deadlines

• Demonstrated successful experience in working within a Windows environment

• Demonstrated successful experience in working within Virtual environments

• Advanced knowledge in supporting PC software applications, particularly Microsoft Office Suite

• Relevant qualifications in Information Technology or related field

What we offer

• Friendly, rewarding environment

• Fantastic work culture + supportive management + great work/life balance

• Endless opportunities to grow and learn

• Working with Mid-Market and Enterprise Network Technologies

• Immediate start available