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Sr. IT Help Desk Engineer (Night Shift)

itGenius
Full-time
Remote

About the Company:


Award-winning Cloud Technology Consulting firm in Sydney, Australia has multiple openings for an Internship with our HR team. We are looking for a driven intern with a zest for learning and who is ready for an immersive, real-world experience.
We have been operating in Australia and the Philippines for more than 10 years and have a strong industry presence and are looking to hire someone who is a dedicated and dynamic individual. We are a technology-forward business and is knowledgeable about cloud-based IT business systems. You'll be joining a team of A-players and we expect the same from you.



Required skills and qualifications:


A Sr. IT Help Desk Engineer in an MSP environment plays a crucial role in providing excellent customer service and resolving complex technical issues for a diverse range of clients. You'll wear many hats, from troubleshooting network issues to implementing proactive solutions. Expect a fast-paced environment with diverse challenges and the opportunity to contribute significantly to client success. Here's a breakdown of the typical job description:



Responsibilities:



Technical Support:

  • Troubleshooting: Diagnose and resolve common desktop and software issues for clients through phone, email, and chat support. This includes problems with operating systems, applications, printers, networks, and security concerns.
  • Ticketing: Log and manage tickets efficiently, documenting the issue, troubleshooting steps, and resolution. Take up escalation issues from L1 engineers.
  • Knowledge Management: Continuously learn and update knowledge of relevant technologies, services, and troubleshooting procedures. Contribute to internal knowledge bases and documentation.
  • Customer Service: Provide exceptional customer service by prioritising client needs, actively listening, explaining technical concepts clearly, and maintaining a positive and helpful attitude.
  • Proactive Support: Monitor client systems for potential issues and proactively address them before they impact productivity. Maintain an awareness of industry trends and emerging threats to inform preventative measures.
  • Collaboration: Work effectively with other help desk engineers, senior engineers, and internal departments to ensure timely and efficient resolution of client issues.
  • Provide technical support to clients for network-related issues.
  • Document and escalate complex issues as needed.
  • Communicate effectively with clients and explain technical concepts in a clear and concise manner.



Network Design and Implementation:

  • Design, configure, and implement secure and efficient network solutions for clients.
  • Consider scalability, performance, and cost-effectiveness when designing networks.
  • Implement network security measures like firewalls, intrusion detection systems, and access control lists.



Network Monitoring and Maintenance:

  • Proactively monitor network performance and identify and troubleshoot issues promptly.
  • Perform regular maintenance tasks like software updates, backups, and patch management.
  • Analyse network logs and identify potential security threats.
  • Implement network automation tools to streamline tasks and improve efficiency.



Project Management:

  • Manage projects, including planning, budgeting, and execution.
  • Meet deadlines and ensure projects are completed within budget.
  • Collaborate effectively with other team members, including project managers and sales representatives.



Qualification:

  • (MUST HAVE) At least 5 years of experience in an MSP environment doing a Helpdesk Engineer role.
  • (MUST HAVE) At least 3 years of experience managing Google Workspace and Microsoft 365 platforms at an administrative level.
  • Strong understanding of Windows and ChromeOS operating systems, including troubleshooting and configuration.
  • Good understanding of Linux, MacOS, iOS and Android, including troubleshooting and configuration.
  • Working knowledge of common business applications like Microsoft 365, Google Workspace and cloud-based tools.
  • Experience with RMM software and ticketing systems.
  • Excellent communication and interpersonal skills, with the ability to explain technical concepts in a clear and concise manner.
  • Customer service-oriented, with a focus on problem-solving and exceeding client expectations.
  • Ability to work independently, prioritise tasks effectively, and manage multiple tasks simultaneously in a fast-paced environment.
  • Intermediate-level knowledge of networking technologies (routing, switching, security).
  • Familiarity with other network vendors (Cisco, Fortinet, Ubiquiti, etc.) is a plus.
  • Proficiency in network troubleshooting methodologies and tools.
  • Good understanding of network security principles and best practices.
  • Familiarity with scripting languages (Python, Bash) for automation is a plus.
  • Good problem-solving and analytical skills.



Preferred Skills:

  • Experience in an MSP environment or familiarity with managed services.
  • Knowledge of Windows, Chrome OS, Mac OS, Linux, and mobile device platforms.
  • Intermediate Networking skills and good security principles.
  • Certifications include A+, Network+, Security+, Microsoft AZ-900, Google Workspace Administrator Professional, CCNA, CCNP, and others.



Some of our perks:
- Paid Leaves after Regularization
- Paid Holidays
- Company Conferences (All Expenses Paid)
- Team and Individual Incentives


Benefits:
- Company events
- Opportunities for promotion
- Paid training
- Promotion to permanent employee
- Work from home


Schedule:
- 8-hour shift
- Night shift
- Holidays
- Monday to Friday
- Weekends Off


Supplemental pay types:
- Team Bonus pay
- Overtime pay