Support Engineer - IGDC

: Information Technology and Services
: Information Technology
: Senior Staff/ Supervisor / Coordinator / Team Leader

Reporting directly to the Service Delivery Manager, your role will be vital in the successful day-to-day operations of our clients, ensuing all IT incidents, problems and even service requests are dealt with in a timely and professional manner, by mentoring junior staff and acting as the escalation point for all support tickets.

In addition to being the Senior Support Engineer on the Service Desk team, you will also be responsible for engineering work for projects sold to our clients.  This role will be a hybrid Senior Support Engineer & Project Engineer role, allowing you to get your hands dirty with working on consulting and project work when they're available and falling back to the Helpdesk when you're not working on projects.

Your Responsibilities:

  • Day to day use of ConnectWise ( Internal System)
  • Escalation point for support tickets
  • Project Engineering work
    • Following a Scope of Works to implement projects that have been sold by the consulting team
  • Ensuring tickets on Service Boards don't breach SLAs and are acted upon in a timely manner by either yourself or junior Service Desk staff
  • Provide technical support either remotely or on-site for all IT services provided to our clients
  • Support client infrastructure on-premises and in the cloud
  • Efficiently manage your time
  • Ability to work unsupervised
  • Pro-active maintenance of server infrastructure and systems



    The following skills and experience are what we're looking for:

    • Skilled IT Support Engineer with a minimum of 4 years' experience in a similar role (MSP experience preferred)
    • Project engineering work and experience with L3 projects
    • Outstanding client-facing and team communication skills, both written and verbal
    • Server experience (2012(R2)/2016/2019)
    • Experiencing in configuring, maintaining and troubleshooting:
      • LAN/WAN/WLAN, including firewalls, switches, routers and modems
      • Common anti-virus applications
      • Backup and disaster recovery technologies
    • Office 365 Migrations
    • Infrastructure Refreshes
      • Virtualisation
      • SANs
      • Hosts
      • Hyper-V & VMware
    • ConnectWise experience desirable
    • A passion for IT.  Always wanting to know and learn the latest and greatest technologies
    • Ability to work flexible hours including after-hours and weekends if required

    Bonus Points

    • ITIL knowledge
    • Microsoft Certifications (MCSA or above considered very desirable)
    • Cisco experience/certifications
    WANLANMicrosoft 365Project Management
    • International Exposure in working for Telstra Channel Partner
    • Great Healt Benefit
    • Flexible Working Arrangements
    • Keeping up with the Latest Technology
    • A joint venture that supported by two large successful organizations, Telkom Indonesia and Telstra Australia
    • Provide opportunities for innovation and ideas
    • Telkomtelstra attracts the top talent in the market
    • Enjoy working in a flat structure with engaged employees who collaborate together
    • Flexible working time and supportive environment
    • Opportunity for career development

    Apply here