IT Helpdesk Support Technician Level 1/2

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