About the role
We require an experienced L2 Desktop Support Engineer with ad hoc availability servicing our customer across Brisbane. This role is instrumental in delivering exceptional technical support and resolving complex IT issues for our MSP customer base. This position is critical to maintaining our high standards of customer service and technical excellence.
Key responsibilities
Receive, investigate and resolve Level 2 technical incidents, providing timely and effective solutions
Diagnose and troubleshoot complex hardware and software issues across a variety of systems and applications
Provide technical mentoring and support to Level 1 Service Desk staff, helping to improve their technical capabilities and knowledge
Document all incidents thoroughly, including troubleshooting steps taken and resolutions implemented, maintaining accurate records in the ticketing system
Perform system updates, patches and maintenance activities in line with change management procedures
Collaborate with other IT teams and vendors to escalate issues that require specialist intervention
Assist with the deployment and configuration of IT hardware and software solutions for end users
Contribute to the continuous improvement of IT processes and support procedures
Maintain a professional approach to all user interactions, ensuring high levels of customer satisfaction
What we're looking for
2-4 years of experience in a Service Desk or IT support environment, with proven expertise at Level 2 or equivalent technical level
Strong technical knowledge of operating systems including Windows, macOS and/or Linux
Solid understanding of networking concepts, including TCP/IP, DNS, DHCP and network troubleshooting
Experience with hardware troubleshooting, installation and support, including desktops, laptops and peripherals
Proficiency with IT service management tools and ticketing systems
Excellent problem-solving skills with the ability to think logically and systematically through complex technical issues
Strong communication skills, with the ability to explain technical concepts to non-technical users
Demonstrated ability to work independently whilst also collaborating effectively within a team environment
A proactive approach to learning and staying current with IT technologies and best practices
Relevant IT certifications such as CompTIA A+, Microsoft Certified: Windows Server Administrator or equivalent qualifications are highly desirable
Essentials
Windows Server admin: patching, upgrades and troubleshooting after patching
Active Directory, Group Policy, DNS and DHCP
Firewall work: firmware updates, rule changes, VPNs
Microsoft 365 tenant administration
Checking backups and fixing failed jobs before and after changes
MSP experience, comfortable moving between lots of different client environments
Good ticket habits, accurate timesheets and documentation the team can follow
Switch and Firewall Patching and installation
Switching, VLANs and Unifi Platform
3CX
Azure
PowerShell
About us
Sonic Human Resourcing Pty Ltd is a dynamic and forward-thinking organisation specialising in connecting talented professionals with rewarding career opportunities across the Information and Communication Technology sector. We partner with leading businesses to build exceptional IT teams that deliver high-quality technical support and solutions. Our mission is to bridge the gap between skilled professionals and organisations that need them, whilst fostering a culture of excellence, collaboration and continuous development. We pride ourselves on our commitment to our employees and clients, ensuring that every placement is a perfect fit that drives mutual success and growth.
Apply now
If you are available immediately and meet the above requirements. Please submit your CV, a cover letter outlining your relevant experience, and any supporting certifications to be considered for this exciting opportunity.