Job Title

Join Computerman, a leading Managed IT Service provider based in Cairns, QLD, dedicated to securing, scaling, and supporting Small to Medium businesses IT infrastructure and Cloud, with a strong emphasis on cyber security. What We Offer As An MSP: - Secure, Scalable, and Reliable IT Support for Networks and Cloud - Bespoke Cloud Migration and Support Services - Focused IT solutions for the Small to Medium business market Role Description Join our team as a full-time, Level 2 Information Technology Engineer and become an integral part of our commitment to supporting clients with quality, efficiency, and integrity. For Level 2 (in addition to Level 1): - Previous experience in a help desk or technical support role. - Advanced troubleshooting skills for hardware, software, and network issues. - Familiarity with ticketing systems and ITIL best practices. - Ability to mentor and assist Level 1 team members. Were Looking for Someone Who: - Understands when and how to take initiative - Possesses a passion for what they do - Has a willingness to develop and progress - Easy-going work environment and culture - Flexibility to work from home when scheduling allows - Stand-up desk and high-powered laptop - A proactive approach to ongoing training for life-long skills development - Team social events - Location in a tropical paradise Responsibilities Customer Service: - Address and resolve escalated helpdesk tickets - Enhance clients experience with prompt, friendly, and efficient service - Offer advanced, remote troubleshooting assistance - Provide remote hardware maintenance and support Ticketing System & Monitoring: - Utilize the Ticketing System for resolving Helpdesk Tickets & Service Requests - Manage and record all work through the Ticketing System - Ensure Client Documentation is well-maintained - Review RMM dashboard and apply remediation actions - Monitor regularly scheduled/automated actions Project Work: - Assist with project delivery on-site or remotely as needed - Communicate ticket status to clients at every step - Submit timesheets and expense reports as per SOPs - Identify, communicate, and mitigate potential risks Team Work: - Mentor junior team members - Follow schedules provided by the Service Manager - Adhere to Standard Operating Procedures - Contribute to the process of innovative change Criteria Skills & Attributes - English as your first language - Ability to take constructive criticism professionally - Strong problem-solving skills - Advanced understanding of support tools and techniques used in MSPs - Advanced diagnosis skills and critical thinking for technical issues - Advanced experience with Microsoft 365 - Ability to type quickly and accurately while on the phone Nice to Have: - Familiarity with ticketing, RMM, and PSA software - Proficiency in remote support tools - Client experience certifications (e.g., Helpdesk Habits) - Background in IT support or with a Managed Service Provider (MSP) Facebook LinkedIn Email Apply Now Name * Email Address * Phone Number * Upload Resume * No file chosen .doc .docx .pdf (10mb Limit) Introduce Yourself * Other Jobs We provide professional IT support for Cairns businesses. Specialising in managed IT services, Microsoft 365, 3CX phone systems, networking & custom IT solutions specifically designed to meet your needs. #J-18808-Ljbffr