Level 2 Service Desk and Onsite Support Engineer

Overview

blueAPACHE is an Australian owned award-winning Managed Service Provider, recognised for the 6th year running as Mid-Market Partner of the Year at the ARN Innovation Awards. We pride ourselves on being a genuinely great place to work, with a vibrant culture, clear vision, and strong leadership. When joining blueAPACHE, you are joining an organisation that is driven by our core values of employee and customer experience. We are proud to be an equal opportunity employer and are committed to building a diverse and inclusive workplace where we embrace our individual talents, and our differences.

We have an exciting opportunity for a L2 Service Desk & Onsite Engineer to join our busy Service Centre Team in Sydney NSW. Our offices are based in the heart of Sydney CBD and this role will consist of L2 Onsite Engineer work with travel to customer sites. You will also provide helpdesk/support work in our office when not required onsite. The successful candidates will have previous MSP experience and provide helpdesk support and excellent Field Services Support to ensure the smooth operation of IT services for our customers.

• 2+ years of experience working within a Service Desk or Field Services role.
• Basic understanding of IT Infrastructure with some experience including networking technologies such as routers and switches (switching, routing, VLAN, WLAN, WAN, TCP/IP, Radius, VPN).
• 2+ years Active Directory, DNS, DHCP and group policy experience.
• 2+ years' experience working with a ticket management system.
• Experience with Onsite Field Services work essential.
• Excellent communication skills.

• IT degree or Diploma

• A valid Driver's Licence and your own transport

• Onsite and remote Incident resolution and request fulfilment
• Assist remote resolver teams with activities that require physical presence
• Create knowledgebase articles and process documents
• Reduce the volume of incidents by identifying and eliminating root cause through pro-active problem management process
• Attend Operations meetings with customers and blueAPACHE stakeholders to discuss operational support activities and new projects
• Assist the projects team with deployment of new infrastructure (desk and server side)
• Act as the key technical representative of blueAPACHE managed services
• L2 hardware troubleshooting of desk side equipment and IT infrastructure
• Assist with moves, adds, changes of desk side equipment
• User creation and termination requests
• Basic how-to on usage for supported applications
• Basic network troubleshooting and fault finding on desk side equipment
• Facilitation of repair work for onsite desk side equipment
• Application of desktop patches (security and software)
• Other duties as instructed by blueAPACHE leadership

• We offer options for you to interview virtually
• We offer an environment to make a real difference, develop careers within a supportive and rewarding environment
• Regular social events and an awesome culture - work with a team of experts in their field
• Health Insurance discount with Medibank
• Discounts on thousands of products
• Employee Assistance Program from The Mind Room
• Ongoing training and development including paid certifications
• Quality hardware and laptop provided
• Employee referral programs - once you are in and you are loving it - you can refer a friend and get paid for it
• All offers of employment at blueAPACHE are subject to National Police Checking Service