Join our Australian MSP working from Home – Helpdesk and Level 2 Technical Support

We are an Australian based MSP with a base of Small to Medium business clients where we provide full IT support and managed IT services. We are looking for a home-based Level 2 Client Services and Helpdesk operator to join our team and support our team. Our team at Agile IT is small with only 4 people based in Melbourne, Australia and we support approximately 40 clients that are between 5 and 50 staff. This is approximately 400 endpoints.

What are we looking for:
1. You need to be fluent in English both written and spoken and have a friendly and polite personality. You need to be comfortable on the phone and with remote support tools like ScreenConnect or similar.
2. Understand the Managed Service Provider (MSP) model and be ready to support a range of clients with different needs.
3. Understand the work process and be able to learn HaloPSA ticketing system, NinjaRMM tool, IT Glue documentation and a range of other 3rd party tools.
4. All clients are focused on Microsoft 365 Business solutions, with Defender for Endpoint, Azure Services and M365 Security Score and Security Maturity Management
5. Some traditional Active Directory, VPN, DNS and Windows Server management will be required. Plus understanding of other 3rd party applications for Security and Compliance management. eg. Huntress, Checkpoint Avanan, DNS Filter, Veeam Backup

You need to do the following:
1. Provider 1st level support and triage of incoming Click to view business process and update the team on items or escalation requirements.
2. Help other Helpdesk/Support team members to manage call and ticket volume
3. Respond to Tickets and Dispatch Tickets to onsite techs where required.
4. Identify client needs and document requirements on ticket or escalate to other team member.
5. Be a fast learner willing to undertake vendor training and certification like MS-900, or SC-900 from Microsoft.

Work Schedule
We are looking for someone to work 8:30am – 5:30pm AEST (6:30am – 3:30pm Manila, Philippines Time)
You will be on a 6 month probation period.
On completion of probation you will receive vacation time, 13th month and sick leave (detailed in our contract to be sent after application.)
We will provide Australia, Victoria Public Holidays as days off.
We will also provide a number of additional public holidays for important Filipino holidays.