L1/L2 Helpdesk
L1/L2 Helpdesk
Posted on :
28-05-2025
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1 Vacancy
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Job Description
Technical Support
- Serve as the primary point of contact for Level 1 and Level 2 technical support addressing requests related to networks security systems and desktop infrastructure via ticketing systems phone and email.
- Provide intermediate-level technical support for network/security device configuration troubleshooting root-cause analysis and vendor escalation.
- Manage and maintain Microsoft Server environments including Active Directory Azure DNS DHCP and Group Policies.
- Support SaaS and IaaS products such as Microsoft 365 Azure and AWS including user account management license administration and basic configuration.
- Configure monitor and troubleshoot networking technologies including Juniper Cisco and Palo Alto devices.
- Perform routine maintenance tasks such as patching backups and disaster recovery testing.
Service Desk Operations:
- Handle ticket triage classification and escalation ensuring timely resolution in line with Service Level Agreements (SLAs).
- Develop and maintain technical documentation including knowledge base articles network topology diagrams and client-specific environmental details.
- Ensure consistent communication with clients providing status updates and addressing feedback effectively.
Monitoring and Reporting:
- Manage and enhance IT monitoring platforms ensuring all client resources are properly configured for alerting and reporting.
- Respond to monitoring alerts perform root-cause analysis and implement preventative measures to reduce false positives.
- Generate regular reports on system health SLA performance and incident management providing insights and recommendations for improvement.
Customer Service:
- Deliver outstanding customer service by ensuring a positive client experience in all interactions.
- Tailor communication to suit various audiences from technical staff to senior management ensuring clarity and professionalism.
Team Collaboration:
- Work effectively as an extended part of the Australian team building strong relationships and fostering trust with colleagues.
- Communicate clearly and professionally with team members in Australia ensuring alignment and collaboration.
- Adapt to the fast-paced nature of the environment and contribute to a cohesive and supportive team culture.
- Demonstrate a proactive approach to problem-solving and teamwork ensuring seamless integration with the onshore team.
Requirements
- Bachelor s degree in information technology Computer Science or a related field.
- Prior experience in an MSP or similar environment.
- Prior experience supporting Australian clients or working within Australian business environments is preferred.
- Demonstrated ability to manage and resolve complex technical issues effectively.
Certifications
- Certifications in relevant technologies such as CCNA JNCIA PCNSA Microsoft 365 ITIL V4 Foundation or similar.
- Preferred: Experience using Autotask Datto Logic Monitor and Remote Tools.
Technical Skills
- Switching Routing firewall troubleshooting DNS DHCP.
- Proficiency in networking technologies including configuration and troubleshooting of Juniper Cisco and Palo Alto devices.
- Experience with Microsoft technologies including Windows Server Active Directory Azure AD and Microsoft 365 administration.
- Familiarity with backup and disaster recovery solutions monitoring platforms and ITIL-aligned ticketing systems.
- Basic understanding of virtualization technologies like VMware and Hyper-V.
- Knowledge of email security solutions and gateways such as Proofpoint.
Soft Skills
- Excellent written and verbal communication skills in English.
- Strong problem-solving and analytical abilities.
- Ability to work independently and manage multiple priorities in a dynamic environment.
- Exceptional customer service and interpersonal skills.
- Proven ability to collaborate effectively with team members and stakeholders.
- Ability to build strong professional relationships with colleagues and clients.
Switching, Routing, firewall troubleshooting, DNS, DHCP. Proficiency in networking technologies, including configuration and troubleshooting of Juniper, Cisco, and Palo Alto devices. Experience with Microsoft technologies, including Windows Server, Active Directory, Azure AD, and Microsoft 365 administration. Familiarity with backup and disaster recovery solutions, monitoring platforms, and ITIL-aligned ticketing systems. Basic understanding of virtualization technologies like VMware and Hyper-V. Knowledge of email security solutions and gateways, such as Proofpoint.
Employment Type
Full Time
Key Skills
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