About The Business
Wolfe Systems IT is a rapidly growing customer-focused IT and Technology solutions provider that strives to provide a purposeful, engaging, and supportive work environment. Our clients operate across an extremely broad range of industry sectors.
Why work for Wolfe Systems?
-Australian based company with a great work culture.
-Located in Perth, Australia, the same time zone as the Philippines.
-Remuneration also includes 13th month bonus and paid time off for holidays and sick leave.
About the Role
We are looking for an experienced Level 2-3 Support Technician with excellent customer service skills to join our tech team to maintain our internal infrastructure as well as support our client base in Australia. The role will be focusing on our company’s internal Infrastructure, planning and deployment, and support escalations for our clients. Working as part of our overseas division, you will need to be very comfortable listening to and working closely with our clients to understand and visualise their requirements. Whilst core responsibilities will form the foundations of this role, it is a diverse position that will require you to be proactive, adaptable to changing circumstances and demonstrate initiative. You will be results-driven and capable of both working independently and within a team, often simultaneously.
Duties and Responsibilities
Customer Service & Support
-Answers, evaluates, and prioritises incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies and service outages.
-Logs and tracks calls using the company PSA, and maintains history records and related knowledge base documentation.
-Configures IP Telephony Equipment.
-Provides after hours on call support on a rotational basis.
-Trains users on software and hardware on-site or remotely and/or recommends outside contractors to provide training.
Diagnostics
-Determines whether problem is caused by hardware such as Servers, Switches, modem, printer, cables, or telephone.
-Determines whether problem is caused by Software such as Windows OS, Office products, or other end-user applications.
-Analyses and evaluates incident/monitoring reports and makes recommendations to the service team in order to reduce help desk incident rate.
Solution Provision
-Consults with software and hardware vendors to request service regarding defective products and support.
-Tests software and hardware to evaluate ease of use and whether product will aid user in performing work.
-Writes software and hardware evaluation and recommendation for management review.
-Writes or revises user guide manuals and procedures (SOPs).
-Develops training materials such as exercises and visual displays.
Team Support
-Provide guidance and support to other less experienced technical support engineers.
Qualifications & Skill Requirements
Qualifications and/or Experience
-Relevant IT qualification
-Two to five years of related experience
-Obtain required certification for role.
-Complete all product training assigned.
-Ongoing use of ACS development program.
Communication Skills
-Ability to read, analyse, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
-Ability to write reports, business correspondence, and procedure manuals.
-Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Technical Skills
-Windows Server 2016 to 2022 experience
-Active Directory, DNS, DHCP and group policy experience
-Microsoft 365/Azure/Intune experience
-Exchange 2013 – 2019 and Exchange Online experience
-ESX / Hyper-V experience
-Email Security (Mail tracing, SPF, DKIM, DMARC)
-Backup, and Antivirus experience
-Cybersecurity, Firewall experience
-Experience with various network technologies (switching, routing, VLAN, WLAN, WAN, VPN)
-Project planning, and delivery
-HaloPSA is a preference with N-able RMM is a preference
-Juniper products as a preference
-Host Exchange
-Web Hosting
How to apply
Please provide a resume and cover letter which addresses the key requirements for the role.
APPLY FOR THIS JOB:
Company: PS eCommerce GmbH
Name: Matt Saunders
Email: