Service Desk Engineer - Level 2

Job Summary:

The Level 2 Service Desk Engineer's responsibilities include resolving customer queries, recommending solutions, and guiding users through features and functionalities. To be successful in this role, you should be an excellent communicator who's able to earn our clients' trust.

Likewise, a basic understanding of Windows, Servers, and general networking skills. You should be able to deliver an unparalleled user experience through your technical and customer-centric expertise, including speed, efficiency, and most of all quality. You should be able to provide excellent service by achieving the company’s SLA in addressing tickets through your deeper understanding of the challenges and issues of your clients.

Job Description:

Efficiently triage incoming support requests and incidents.

Prioritize and escalate issues based on severity and impact.

Perform detailed and accurate troubleshooting of hardware and software issues.

Resolve technical problems within the established service level agreements (SLAs).

Provide clear and concise instructions to end-users for issue resolution.

Maintain excellent communication with end-users, keeping them informed of ticket status and resolution progress.

Provide exceptional customer service to ensure a positive support experience.

Document all support interactions, troubleshooting steps, and resolutions accurately.

Contribute to the knowledge base for common issues and solutions.

Collaborate with Level 3 support and other IT teams for complex issue resolution.

Act as a bridge between end-users and technical teams, ensuring effective communication.

Bachelor's degree in Computer Science, Software Engineering, or related field.

Minimum 3+ years of experience in a Level 2 Service Desk Support or similar role within the Australian IT Services sector. 

Proven track record of successfully resolving IT support issues.

Proficient in troubleshooting hardware and software issues.

Familiarity with Active Directory and group policies.

Experience using help desk software and remote support tools. 

Experience with Autotask and Halo.

Experience with the basics of managing Microsoft 365 Tenants. 

Understanding of how CRM systems work 

Excellent verbal and written communication skills.

Ability to convey technical information clearly and understandably.

Dedication to providing exceptional customer service.

Ability to empathize with end-users and understand the impact of technical issues on their work.

Set-up and Location: Work from Home

Work Schedule: 9:00 AM-6:00 PM (AEST) | 7:00 AM-4:00 PM (PH Time)

Employment Type: Full-time