L2 Support Engineer (AU MSP, WFH) - Remote

Overview

The role involves providing IT support and managing service requests in a high-pressure environment, ensuring excellent customer service and adherence to service management processes.

In Short

• Field incoming end user calls, emails, and tickets
• Log all incidents and service requests accurately
• Prioritize and schedule resolution of tickets
• Ensure customer SLAs and expectations are met
• Install and configure computer hardware and software
• Investigate and resolve software and hardware faults
• Adhere to service desk procedures
• Mentor junior staff members
• Act as an escalation point for team members
• Support team and company culture

Requirements

• Experience using ConnectWise or other ITSM tools
• Excellent communication skills
• High level of customer service
• Good knowledge of End User Compute & Terminal Services
• Experience managing desktop user profiles
• ITIL Foundation certification is a plus
• Experience supporting Microsoft products
• Related IT diploma or degree
• Experience supporting English speaking countries
• Professional behavior when interacting with stakeholders

Benefits

• Home-based work
• Medical, dental coverage, and life insurance
• Paid vacation and sick leave
• Competitive salary package
• Financial assistance program
• Mandatory government benefits
• Regular company events
• Work-life balance
• Career growth opportunities