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 CloudBespoke Cloud Migration and Support ServicesFocused IT solutions for the Small to Medium business marketRole DescriptionJoin 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.We''re Looking for Someone Who:Understands when and how to take initiativePossesses a passion for what they doHas a willingness to develop and progressEasy-going work environment and cultureFlexibility to work from home when scheduling allowsStand-up desk and high-powered laptopA proactive approach to ongoing training for life-long skills developmentTeam social eventsLocation in a tropical paradiseResponsibilitiesCustomer Service:Address and resolve escalated helpdesk ticketsEnhance clients'' experience with prompt, friendly, and efficient serviceOffer advanced, remote troubleshooting assistanceProvide remote hardware maintenance and supportTicketing System & Monitoring:Utilize the Ticketing System for resolving Helpdesk Tickets & Service RequestsManage and record all work through the Ticketing SystemEnsure Client Documentation is well-maintainedReview RMM dashboard and apply remediation actionsMonitor regularly scheduled/automated actionsProject Work:Assist with project delivery on-site or remotely as neededCommunicate ticket status to clients at every stepSubmit timesheets and expense reports as per SOPsIdentify, communicate, and mitigate potential risksTeam Work:Mentor junior team membersFollow schedules provided by the Service ManagerAdhere to Standard Operating ProceduresContribute to the process of innovative changeCriteriaSkills & AttributesEnglish as your first languageAbility to take constructive criticism professionallyStrong problem-solving skillsAdvanced understanding of support tools and techniques used in MSP''sAdvanced diagnosis skills and critical thinking for technical issuesAdvanced experience with Microsoft 365Ability to type quickly and accurately while on the phoneNice to Have:Familiarity with ticketing, RMM, and PSA softwareProficiency in remote support toolsClient experience certifications (e.g., Helpdesk Habits)Background in IT support or with a Managed Service Provider (MSP)FacebookLinkedInEmailApply NowName *Email Address *Phone Number *Upload Resume * No file chosen .doc .docx .pdf (10mb Limit)Introduce Yourself *Other JobsWe 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