LEVEL 2 – I.T SUPPORT & PROJECT ENGINEER – Full time

Location: Brookvale (head office)

As part of the growth and evolution of our team, we are currently looking for a number of Level 2 Engineer’s to join us. The number one goal of everyone in our team is to make our clients exceptionally happy and provide world-class service, you will play an important role in making sure that happens.  
 
Our Engineers handle escalated support requests for the Service Delivery Team that need to be handled remotely and on-site. Whilst this role is predominantly an “on-site” role, you will some days work from home and some days in our Head Office at Brookvale office in order to connect with the support team. 

Key responsibilities

CUSTOMER SERVICE

• Work on and resolve escalated Helpdesk Tickets
• Delight our Clients with a Friendly, Quick and Helpful Experience
• Provide the Client with advanced on-site troubleshooting
• Provide the Client with on-site installation & removal of equipment
• On-Site Hardware Maintenance and Support

USE OF OUR TICKETING SYSTEM

• Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
• Managing and recording all work through our Ticketing System
• Make sure that Client Documentation is well maintained
• Split tickets that have several issues into their own individual ticket
• Make sure that tickets aren’t “stale” throughout the process

COMMUNICATION, REPORTING & RISK

• Create and maintain documentation for on-site processes
• Escalate tickets that require Senior Engineer support
• Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
• Submit Timesheets & Expense reports as indicated on their SOPs
• Identify, Communicate and Mitigate potential risks to the Operations Manager and Clients

PROJECT WORK

• From time to time the projects team will need additional resource to help deliver projects on-site

TEAMWORK

• Follow the schedule provided by the Service Delivery Manager or Service Coordinator / Dispatcher
• Follow Standard Operating Procedures (SOPs) for daily/weekly recurring tasks
• Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues
• Identify opportunities for improvement and make constructive suggestions for change
• Contribute to the process of innovative change effectively

Skills and attributes:

DESIRED

• A deep desire to deliver World Class Customer Client Experience
• Similar experience in a Level 2 type role
• Experience providing IT support and project work on-site
• Extensive experience with Microsoft 365
• A love of (and ability to) Solve Problems & Challenges
• Great Communications skills, founded in being a good listener
• Advanced understanding of support tools, techniques and how technology is used to provide services
• Advanced Networking skills
• Advanced diagnosis skills of technical issues related of end-user hardware & software and network devices
• Advanced experience and understanding of structured cabling (tidy cable management is a must)
• Advanced experience installing and maintaining networking and VoIP equipment
• Advanced experience and knowledge of working with the Microsoft 365 Platform
• Advanced experience in clean workstation installations (tidy cable management for end-user devices, such as computers, monitors, printers, etc)
• Advanced experience working with vendors for expedited troubleshooting of hardware & software systems
• Advanced knowledge of IT Applications, Software & Hardware
• The ability to speak both Geek and human
• Great Communications skills, founded in being a good listener
• Drivers license – must have own car, car allowance provided and tolls reimbursed
• The ability to speak both Geek and Human

NICE TO HAVE

• Experience using AutoTask PSA
• Experience providing support via remote tools
• Professional 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.

PERKS

• Generous incentives for reaching Team and Company Goals
• An easy-going environment and culture (we all enjoy what we do)
• The flexibility to work from home (we run a Hybrid office)
• A Proactive Approach to Ongoing Training to help you develop life-long skills

To apply, please email your application to:
careers@allitservices.com.au

JUNIOR HELPDESK ENGINEER – Full time

Location: Brookvale (head office) 

We’re a vibrant, switched on small (boutique as some like to call it) team located in Brookvale. We love giving world-class friendly IT Support

We’ve been around since 2005 and have extensive experience in installing, configuring and maintaining IT Infrastructure for Small and Medium Business. We understand our client’s needs and plan and implement solutions that work for business, both in the short term and long term.

Our purpose and passion is enabling our clients to focus on what they do best.

About the Role:

As part of the growth and evolution of our team, we are currently looking for a Junior Support Technician to join our team in Brookvale. The role covers several areas including basic – complex Helpdesk support, server and network set up and support, web support, and more.

Our clients vary with a mix of small to medium sized businesses in a variety of locations.

The Junior Helpdesk Technician handles the first level support requests that come in from our clients. They are the first to touch a helpdesk ticket and make sure that the issue is handled quickly and the client is informed of what to expect every step of the way.

Key Responsibilities:

CUSTOMER SERVICE

• Providing a first point of contact for customers through our helpdesk, be that via phone, email or ticket
• Delight our clients with a friendly, quick and helpful experience
• Provide the client with basic remote troubleshooting
• A Passion for I.T 

USE OF OUR TICKETING SYSTEM

• Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
• Managing and recording all work through our Ticketing System
• Make sure that client documentation is well maintained
• Split tickets that have several issues into their own individual ticket
• Make sure that tickets aren’t “stale” throughout the process

COMMUNICATION, REPORTING & RISK

• Escalate tickets that require Senior Helpdesk Engineer support
• Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
• Submit Timesheets & Expense reports as indicated on their SOPs
• Identify, Communicate and mitigate potential risks to the Operations Manager and clients

TEAMWORK

• Follow the schedule provided by the Service Delivery Manager or Service Coordinator / Dispatcher
• Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
• Follow all our Security Procedures, keeping a vigilant eye for security issues
• Identify opportunities for improvement and make constructive suggestions for change
• Contribute to the process of innovative change effectively

Skills and Attributes:

DESIRED

• A love of (and ability to) solve problems and challenges
• Great communications skills, founded in being a good listener
• An understanding of support tools, techniques and how technology is used to provide services
• A deep desire to deliver an amazing client experience
• Knowledge of I.T Applications, Software and Hardware
• The ability to speak both “Geek” and human
• Driver’s license

To apply, please email your application to:
careers@allitservices.com.au