Level 2 Technical Support Engineer

Company Overview:
Your IT Department is an Australian based MSP company, providing cloud-based IT services to small – medium businesses across Australia. We are committed to delivering excellent technical services to our clients and we are looking for an enthusiastic, forward-thinking Level 2 Technical Support Engineer to join our fun and friendly team in a full time, long term capacity.

Job Overview:
The Level 2 Technical Support Engineer will be responsible for providing technical support to clients.
The ideal candidate should have proven experience in technical support, excellent English communication skills, and the ability to work in a fast-paced and dynamic environment.
The job provides a daytime working shift,.
A professional, positive and proactive attitude is a must-have!

Key Responsibilities:
• Execute technical support requests, ensuring timely resolution of technical issues.
• Perform system administration and technical tasks.
• Assist with the deployment of company projects.
• Respond to emails, phone calls, and instant messages in a professional and timely manner.
• Maintain accurate records of technical activities and client interactions.
• Develop and maintain technical documentation in line with company standards.
• Collaborate with internal departments to ensure timely and accurate delivery of products and services to clients.
• Identify opportunities for the company to upsell services.
• Deliver high-quality work under minimum supervision.
• Contribute to the ongoing development of the client’s internal processes and procedures.

Relevant Qualifications/Certifications:
• Tertiary qualifications in a relevant technical subject.
• CompTIA certification
• MS-900 Microsoft 365 Fundamentals Certification
• ITIL Certifications

Experience:
• Minimum of 2 years of experience in MSP technical support or a relevant role with an AU/NZ/UK/US/CAN company.
• Familiar with current technologies, such as Microsoft 365, Microsoft Azure, IT Security, VOIP systems, Cloud-based collaboration & sharing services.
• Working in remote technical support environments.
• Working both independently and as part of a team.
• Demonstrated experience of providing support to clients in the IT managed services industry.

Skills:
• High level of written & spoken English.
• Strong organizational skills and attention to detail.
• Scheduling, coordination, and escalation of support and service tickets.
• Perform email migrations.
• Microsoft 365 Azure AD System Administration & management.
• Windows desktop and printer troubleshooting.
• VOIP and internet connection troubleshooting.
• Firewall and VPN deployments.
• IT Security controls and monitoring solutions.
• Good understanding of IP networking principles.
• Backup setup, management and restoration.
• DNS records management (publishing, editing, and managing).
• RDP and remote access solutions.
• Excellent phone, email, and instant messaging communication.
• Excellent time management.
• Ability to build and maintain relationships with clients and partners.
• Analytical and problem-solving mindset.
• Attention to detail and accuracy.
• Understanding of technology products and services.
• Ability to work collaboratively with other teams and departments.
• Flexibility and adaptability to changes in a fast-paced environment.

Notes:
• This is a client facing role and excellent communication skills (English language) are essential.
• 40 hrs/week between the hours of 6am – 6pm Philippine time Monday – Friday.
• Reliable equipment to work remotely – desk, computer, internet, camera, microphone, speakers.
• Reliable internet and power connections with backup.
• A distraction-free, quiet workspace location is essential.
• This is a full-time, long-term position with opportunities for self-development and career progression.
• Salary – 70k PHP per month + Overtime + Bonuses. Some paid holidays & paid holiday on your birthday!

If you are interested in this position and meet the criteria listed above, please submit your resume and cover letter for consideration. Please note that we will only consider applications from candidates that hold some of the relevant certifications listed above or are currently working towards achieving certification. We look forward to hearing from you.