Service Desk Engineer Level 2 MSP Australian experience is a must

• Efficiently triage incoming support requests and incidents.
  
• Prioritize and escalate issues based on severity and impact.
  
• Work collaboratively with Level 1 support to ensure a seamless support process.
  
• Perform detailed and accurate troubleshooting of hardware and software issues.
  
• Resolve technical problems within the established service level agreements (SLAs).
  
• Provide clear and concise instructions to endusers for issue resolution.
  
• Maintain excellent communication with endusers keeping them informed of ticket status and resolution progress.
  
• Provide exceptional customer service to ensure a positive support experience.
  
• Document all support interactions troubleshooting steps and resolutions accurately.
  
• Contribute to the knowledge base for common issues and solutions.
  
• Collaborate with other IT teams for complex issue resolution.
  
• Act as a bridge between endusers and technical teams ensuring effective communication.
  

Requirements

• Bachelors degree in Computer Science Software Engineering or related field
  
• Experience preferred in onboarding
• Minimum 3 years of experience in a Level 2 Service Desk Support or similar role within the Australian IT Services sector.
  
• Proven track record of successfully resolving IT support issues.
  
• Proficient in troubleshooting hardware and software issues.
  
• Familiarity with Active Directory and group policies.
  
• Experience using help desk software and remote support tools.
  
• Experience with Ninja and Halo.
  
• Experience with the basics of managing Microsoft 365 Tenants.
  
• Understanding of how CRM systems work
  
• Excellent verbal and written communication skills.
  
• Ability to convey technical information clearly and understandably.
  
• Dedication to providing exceptional customer service.
  
• Ability to empathize with endusers and understand the impact of technical issues on their work.