MSP - Helpdesk Support Engineer - Level 1/2

Not Just IT is a Sydney based managed service provider focused on delivering Microsoft cloud solutions to small business across Australia. As part of our continued growth, we are looking for an experienced Level 1 Helpdesk Support Engineer looking to take the next step and move toward becoming a Level 2 Support Engineer.

Your Role
This position will see you engage remotely and directly with our clients, with a focus on providing excellent customer service and the highest level of technical assistance. You will be working in our office based in Zetland NSW with our awesome team! It’s a fast-paced environment and we expect a high level of performance, the opportunities to learn and grow with this role are awesome!

• Provide Level 1/2 technical support directly, over the phone and using a variety of remote support applications.

• You will support our clients' end users with desktop and application support including Windows OS & Microsoft 365 applications. 

• You'll have a customer focused attitude and will want to deliver consistently positive interactions with our clients. 

• Complete ongoing and regular maintenance, such as patching and updates for customer desktop and infrastructure platforms.

• Monitoring infrastructure and networks, troubleshooting and reporting on systems and platforms as required.

• Be responsible for providing technical support and incident management across technology areas and platforms. 

• Coordinate, collaborate and escalate incidents within established timelines.

• A good understanding on IT support & services policies, processes and IT infrastructure technical support.

• 2+ years’ experience supporting Microsoft technologies including Microsoft 365, Microsoft Azure, Microsoft Teams, Microsoft Office Apps, and Windows 10/11.

• 2+ years’ experience on service desk and customer facing experience with strong customer facing skills, business acumen and integrity.

• Demonstrated experience in troubleshooting and problem resolution for desktop, printer, networking & server technologies.

• Understanding of the ITIL Incident Management process.

• Experience in installing and configuring hardware such as desktop, laptop, and networking technology.

• Excellent communications skills, both written and verbal.

• Ability to work autonomously and in a team environment.

• Microsoft Certified System Administrator (MCSA) certification.

• ITIL Foundation certification.

• Knowledge of service desk software logging systems and remote management systems.

• Experience working with Microsoft 365/Microsoft Azure/Microsoft Intune

• Have clear, excellent written and verbal communication skills.

• Strong analytical and problem-solving abilities.

• Always ethical, honest and transparent in all your interactions.