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Helpdesk Technician - Level 1/2

Sydney Technology Solutions are seeking a Senior Systems Engineer to work as part of our Service Desk Team.

All applicants MUST be available to work a minimum of 8.30am to 5.30pm Monday to Friday Australian Eastern Summer / Standard Time (Sydney)

It is essential that the applicant is focused on delivering a superior support experience to our clients by phone, email & or service desk.

Essential Duties and Responsibilities:

• IT support relating to technical issues involving core business applications, as well as virtual environments built on Citrix, Microsoft, and VMware – MUST have strong Hyper-V (cluster shared volumes), Azure & Office 365 Skills.

• Design, implementation, and support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc.

• Engineer and implement system solutions for customers using technologies that meet their needs

• Implement and support disaster recovery solutions

• Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security – strong Cisco Router experience is essential.

• Remote access solution implementation and support: VPN, Terminal Services, and Citrix

• System documentation and consulting services to include system reviews and recommendations

• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

Additional Duties and Responsibilities:

• Improve customer service, perception, and satisfaction

• Ability to work in a team and communicate effectively

• Escalate service or project issues that cannot be completed within agreed service levels

• Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals

• Develop in-depth knowledge of the service catalog and how it relates to customer’s needs

• Document internal processes and procedures related to duties and responsibilities

• Responsible for entering time and expenses in ConnectWise as it occurs

• Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University

• Work through project tickets and phases in ConnectWise as assigned by a Project Manager

• Enter all work as service or project tickets into ConnectWise

• Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry

Knowledge, Skills, and/or Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, SonicWall CSSA, Cisco CCNA, or VMware VCP

• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care

• Diagnosis skills of technical issues

• Ability to multi-task and adapt to changes quickly

• Technical awareness: ability to match resources to technical issues appropriately

• Service awareness of all organization’s key IT services for which support is being provided

• Understanding of support tools, techniques, and how technology is used to provide IT services

• Typing skills to ensure quick and accurate entry of service request details

• Self-motivated with the ability to work in a fast moving environment

• Experience with MSP Tools such as Labtech & Connectwise are highly desirable

• Experience with GFI Products such as WebMonitor, MailArchiver & MAX Backup (IASO) highly desirable

Compétences : Cisco, Administration de réseaux, Office 365, Administration Système, Serveur Windows

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Concernant l'employeur :
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Nº du projet : #18583572

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