IT Helpdesk - Level 2

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.

We're 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 MSP's
• 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.