Level 3 Helpdesk Engineer

Outstanding customer service and Level 3 System and Network support skillsExposure to diverse & leading-edge technologiesFriendly team environment with leading IT Service ProviderOur client is an established, Microsoft certified IT services & managed services provider, with extensive knowledge in all things tech - from a small hardware transformation project to data centre deployments of multi-role virtual machines to an IoT sensor deployment. They have successfully been in business for over 12 years, enjoying strong year-on-year growth and have built a team that enjoys every aspect of this industry.About the roleThis Senior Helpdesk Engineer role is responsible for handling escalated requests for the Service Delivery Team. This role will also be responsible for high-level technical tickets in areas such as networking, Microsoft 365, server deployment (bare metal & virtual), IT security, as well as leading project-driven work. You will work in conjunction with other technical teams within the business to achieve the highest level of customer service and support. This role interacts directly with our clientele via phone, email, and occasionally onsite visits.Role and Responsibilities:Work on and resolve escalated Helpdesk TicketsDelight our Clients with a Friendly, Quick, and Helpful ExperienceProvide advanced remote troubleshootingRemote Hardware Maintenance and SupportUse our Ticketing System to work on and resolve Helpdesk Tickets & Service RequestsManage and record all work through our Ticketing SystemEnsure that Client Documentation is well maintainedSplit tickets with multiple issues into individual ticketsEnsure that tickets aren’t “stale” throughout the processReview RMM dashboard and apply remediation actions as indicated by our ProcessesReview regularly scheduled/automated actions as indicated by our ProcessesAssist the projects team when additional resources are needed for project deliveryEscalate tickets that require Service Delivery Manager supportCommunicate to the client the status of their ticket every step of the way, notifying them of any changes or outages related to their issueSubmit Timesheets & Expense reports as indicated in their SOPsIdentify, communicate, and mitigate potential risks to the Service Delivery Manager and ClientsMentor Junior Service Team MembersFollow the schedule provided by the Service Delivery Manager or Service Coordinator / DispatcherFollow Standard Operating Procedures (SOPs) for daily/weekly recurring tasksAdhere to all Security Procedures and maintain vigilance for Security IssuesIdentify opportunities for improvement and make constructive suggestions for changeContribute to the process of innovative change effectivelyUndertake other duties as required by the Service Delivery Coordinator, Service Delivery Manager, or CTOSkills Requirements:Analytical: Collects and researches data; uses intuition and experience to complement dataProblem Solving: Identifies and resolves problems in a timely manner; gathers and analyses information skillfully; develops alternative solutionsCustomer Service: Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve serviceInterpersonal Skills: Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interruptingOral Communication: Speaks clearly and persuasively; listens and gets clarification; responds well to questionsWritten Communication: Writes clearly and informatively; edits work for spelling and grammarTeamwork: Balances team and individual responsibilities; exhibits objectivity and openness to others' viewsChange Management: Communicates changes effectively; prepares and supports those affected by changeQuality Management: Looks for ways to improve and promote qualityBusiness Acumen: Understands business implications of decisions; displays orientation to profitabilityEthics: Treats people with respect; keeps commitments; inspires the trust of othersOrganisational Support: Follows policies and procedures; completes administrative tasks correctly and on timeJudgement: Displays willingness to make decisions; exhibits sound and accurate judgementMotivation: Sets and achieves challenging goals; demonstrates persistence and overcomes obstaclesPlanning/Organising: Prioritises and plans work activities; uses time efficientlyProfessionalism: Approaches others in a tactful manner; reacts well under pressureQuality & Quantity: Demonstrates accuracy and thoroughness; meets productivity standardsAdaptability: Adapts to changes in the work environment; manages competing demandsAttendance/Punctuality: Is consistently at work and on time; ensures work responsibilities are covered when absentDependability: Follows instructions, responds to management direction; takes responsibility for own actionsInitiative: Volunteers readily; undertakes self-development activities; seeks increased responsibilitiesInnovation: Displays original thinking and creativity; meets challenges with resourcefulnessExperience:Technical Background or Recently completed Technical Degree or CourseAdvanced understanding of support tools, techniques, and how technology is used to provide servicesAdvanced understanding of operating systems, business applications, printing systems, and network systemsAdvanced diagnosis skills of technical issues related to end-user hardware & software and network devicesAdvanced experience and knowledge of working with the Microsoft 365 PlatformMust be able to type quickly and accurately while talking on the phoneAdvanced knowledge of IT Applications, Software & HardwareThe ability to communicate effectively with both technical and non-technical individualsGreat communication skills, founded in being a good listenerDriver's license and willingness to complete Police & Working with Children checksThe ability to keep up with & adapt to the fast-paced IT worldBe fully vaccinated from COVID-19 – This is a non-negotiable requirement for our clients to attend their sitesGood to Have:Experience using a Ticketing system / RMM Tool and PSA softwareExperience providing support via remote toolsExperience handling Technical Service TicketsProfessional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.Client Experience Certifications such as Helpdesk Habits, etc.Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.Experience managing cloud services such as Microsoft Office 365Experience using ConnectWise ManageExperience using the Datto Product Family (RMM & Commerce)On Offer:Competitive RemunerationExcellent office & culture - where people enjoy their job and always learn a lotHow to apply:ATTENTION! Please apply ONLY through our website. DO NOT apply for Appetency Recruitment Services jobs anywhere else on the web.If you are on our website then please apply using the “Apply Now” button belowOther titles for this role in other organisations might be: Level 3 Engineer, Senior Service Desk Engineer, System Support, Senior Managed Services Engineer, Senior Systems Engineer.Appetency Recruitment specialises in fulfilling executive, IT, and Digital positions. ARS presents only the best candidates who can contribute to our client's growth.IT Infrastructure(Melbourne - Hybrid (certain work from office and certain work from home days in a week)) #J-18808-Ljbffr