Remote Otter LogoRemoteOtter

L2 Support Engineer (AU MSP, WFH) - Remote

Posted 19 weeks ago

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

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