Level 3 Service Desk Officer

About Us: 

Wireless Communications has been providing telecommunications and IT business services for over 20 years. As a nationally awarded Telstra Business Accredited Partner, we offer next-generation technology solutions and exceptional ongoing client support. Our expertise spans Enterprise SD-WAN Management, Managed IT Services, Cloud Migration, and ICT Support, ensuring productivity and superior business efficiencies for our clients. We are proud to be a longstanding Telstra, Microsoft and Fortinet Partner.

Our goal is to be the best ICT business in the state. We are guided by our core values:

• People: People are everything!

• Ethics: Never a decision. Never lowered to achieve any goal.

• Goal: To be the best ICT business in the state.

• Approach: Empathetic, Pragmatic, Deliberate, Focused, and Timely.

Join us and be part of a team dedicated to delivering cutting-edge solutions and outstanding service.

Job Description: 

As a Level 3 Service Desk Officer, you will be a key player in our technical support team. You will provide advanced support for complex technical issues, leveraging your deep knowledge and experience with Microsoft Server, Desktop, Microsoft Azure, and Microsoft 365 environments. Your expertise in advanced networking, fault finding, and problem-solving will be critical to ensuring the smooth operation of our clients' IT systems.

Key Responsibilities:

• Provide expert-level technical support and troubleshooting for Microsoft Server, Desktop, Azure, and Microsoft 365 environments.

• Manage and resolve complex IT issues, ensuring minimal downtime and disruption for clients.

• Implement and maintain advanced networking solutions, ensuring robust and secure network infrastructure.

• Manage business continuity solutions to ensure seamless operations.

• Oversee the implementation of industry best practices and uphold modern cybersecurity concepts.

• Support On-Premises, Hybrid, and Cloud-only environments.

• Collaborate with clients to understand their needs and deliver tailored IT solutions.

• Mentor and support junior service desk staff, fostering a culture of continuous learning and improvement.

• Maintain detailed documentation of support activities and solutions provided.

Qualifications:

• Bachelor's degree in Information Technology or a related field (preferred).

• Relevant certifications such as Fortinet NSE 4 or 7, Microsoft MS-102, AZ-305, SC-100, Cisco CCNA, CCNP.

• Proven experience in a Level 3 service desk or similar role, with a strong focus on advanced technical support and problem-solving.

• Extensive knowledge of Microsoft Server, Desktop, Azure, and Microsoft 365 environments.

• Advanced networking skills, including configuration and troubleshooting.

• Excellent communication skills, with the ability to explain complex technical concepts to non-technical users.

• Strong organisational skills and attention to detail.

• Ability to work independently and as part of a team, managing multiple priorities in a fast-paced environment.

Why Join Us:

• Competitive salary and benefits package.

• Strong focus on education and attaining current certifications.

• Opportunities for professional growth and development.

• Actively growing in the mid-market.

• A supportive and collaborative team environment.

• The chance to work with cutting-edge technology and make a real impact on clients' businesses