Location:- Brisbane City

Duration:- 6 Months with high possibility of extension

Position Summary:

The Field Support Engineer holds a crucial role within our Managed Services team, providing second-level technical support and expertise to ensure the smooth operation and security of our clients' IT environments. As a key member of our business, this position involves resolving complex technical issues, supporting junior support staff, and collaborating with cross-functional teams to deliver exceptional IT solutions to our clients.

Key Responsibilities:

1. Technical Support:

• Serve as the primary escalation point for complex technical issues from L1 support technicians.
• Diagnose and resolve advanced hardware, software, and network problems.
• Provide expert troubleshooting and guidance to junior support staff to ensure timely issue resolution.
• Ensure all client support requests are addressed efficiently and effectively.

2. Systems Administration:

• Assist in the management and maintenance of client servers, including OS updates, patches, and backups.
• Administer user accounts, access permissions, and security protocols.
• Monitor system performance, analyse logs, and proactively identify and address potential issues.
• Implement and maintain security measures and data backup strategies for clients.

3. Hardware and Software Management:

• Deploy, configure, and maintain client hardware, including desktops, laptops, printers, and networking equipment.
• Manage software applications and updates across client environments.
• Collaborate with vendors and service providers for equipment maintenance and repairs.
• Participate in hardware and software procurement for client projects.

4. Documentation and Knowledge Sharing:

• Create and maintain comprehensive documentation for troubleshooting procedures, resolutions, and system configurations.
• Contribute to the development and upkeep of the business knowledge base and documentation.
• Provide training and mentorship to junior support staff to enhance their skills.
• Assist in the development and adherence to client-specific IT policies and procedures.

5. Collaboration and Communication:

• Work closely with cross-functional teams, clients, and external vendors to resolve issues and implement IT projects.
• Communicate effectively with clients to provide updates on support requests and gather information necessary for issue resolution.
• Contribute to the planning and execution of client IT projects and upgrades.
• Participate in an on-call rotation to provide after-hours and weekend support, ensuring client satisfaction and system uptime.

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent work experience).
• Minimum of 3 years of experience in an IT support role, with a focus on L2 support within an MSP environment.
• Proficiency in Windows operating systems.
• Strong knowledge of networking concepts and protocols.
• Experience with hardware and software troubleshooting and maintenance.
• Relevant certifications (e.g., CompTIA Network+, Microsoft Certified Azure Administrator) preferred but not required.
• Excellent problem-solving and communication skills.
• Ability to work independently and collaboratively within a managed services framework.