Service Engineer — Northcote, Darebin Area

Expired

At Otto, we pride ourselves on being Authentic and People First, with a No Nonsense attitude. We are Committed to getting the outcome for our clients always. Whilst IT is a serious business, we have a great work environment, our head office in Northcote is fun and dynamic and has great amenities We are proud of our culture and the people we work with and are Great Place To Work certified - something we have worked hard to achieve and maintain over the years. We are looking for a level 1 Service Engineer to join our great place to work This role is based in our Head office in Northcote, therefore you must be located within a reasonable distance. THE ROLE The most important focus for this role is to deliver client centric customer service to every client, every time. The level 1 Service Engineer is the client's first impression for our service delivery department. It will be your responsibility to problem-solve and resolve Level 1 technical faults logically by telephone, email, chat, script, remote login or onsite. Working closely with clients all around Australia to provide the best possible technical outcomes and service experience possible. Responsibilities: Provide an excellent level of customer service by providing the appropriate support response, friendly communication and technical knowledge to achieve positive satisfaction scores In addition to break-fix, the role requires the ability to solve problems (or escalate as appropriate) across a broad range of IT, particularly focused on our core offerings (e.g. Microsoft Server Infrastructure, Networking, Wireless, Security and Virtualisation Technologies) Promptly escalate as needed Ticket triage according to the ITIL® Framework Participate in the implementation, administration, configuration, documentation, support, and enhancement of client infrastructure environments Assistance with the delivery of projects (as required) Maintain SLA’s to meet project and ticket deadlines Maintain communication with your team leader, effectively communicating any issues or problems that require assistance or escalation Adherence to process across all business units Working closely with and communicating with all internal stakeholders: sales, finance & admin, Leadership, and services teams to ensure effective collaboration QUALIFICATIONS AND EXPERIENCE Experience in a customer service role You are a great communicator and are known for your outstanding customer service Customer Service Training (advantageous) Superior interpersonal skills Current Victorian driver’s license Demonstrated experience fielding Level 1 support calls from customers in proactive and reactive environments Ability to take ownership of client issues to resolution Previous experience within MSP sector (advantageous) Experience in Service Desk tools like Remote Monitoring and Management, IT Service Desk ticketing and documentation tools such as ConnectWise Knowledge of: Active directory, exchange, windows server 2012-2016, office 365, and other cloud-based technology, Microsoft Office 365, Azure, virtualisation technologies (VMware/HyperV), Microsoft Server Operating Systems, Microsoft Exchange Server and Services, Microsoft Remote Desktop and other VDI technologies, all forms of Desktop Support, Fortinet, Cisco, LAN, WAN etc. You will take responsibility and accountability for your professional development path, working with Leaders to grow and maintain your certifications and skillsets This role is a fantastic opportunity to further develop your technical skills and progress to the next level. A great team environment, competitive salary, paid certifications and training, industry best recognition program and many other benefits are on offer Apply today Shortlisted candidates will be contacted without delay