Service Desk Engineer L2

Summary

Join New Era Technology, a global company with over 4,500 professionals, committed to creating a valued and empowered workplace. We offer a team-oriented culture prioritizing personal and professional development, with access to continuous training and competitive benefits. This role focuses on providing second-level technical support for hardware, software, and services to a specific client. The ideal candidate will have at least one year of experience in an MSP environment as a Service Desk Engineer L2 and possess strong technical and soft skills. The position is remote, with a day shift schedule in the AU time zone, requiring a stable home work environment. New Era is dedicated to fostering a supportive and growth-oriented environment.

Requirements

• At least 1 year experience working in an MSP environment as a Service Desk Engineer L2
• College level/diploma/degree in Information technology, Computer Science/Engineer, and other related courses
• With stable internet and backup at home with at least 50MBPS
• Has optimal work-from-home environment with a workspace that is resistant to noise disturbances
• Candidate must have good track record in punctuality and schedule adherence
• Proficiency in troubleshooting hardware and software issues
• Advance knowledge of operating systems such as Windows and Mac OS
• Understanding of networking concepts such as TCP/IP, DNS, DHCP, and VPN
• Ability to troubleshoot network connectivity and security issues
• Familiarity with remote desktop support tools for efficient troubleshooting
• Experience in processing onboarding and offboarding users in Microsoft 365 services
• Capable in providing support for a range of applications and enterprise software solutions (e.g., Microsoft Office 365, collaboration tools)
• Proficiency in troubleshooting and managing virtual machines in various virtualization environments, such as ESXi and VMware solutions
• Knowledge in Windows Server environment, roles, and features
• Knowledge in managing Microsoft Azure, Intune, and other Microsoft 365 services
• Strong problem-solving and probing skills to address user concerns effectively
• Ability to provide clear instructions to users over the phone
• Capable of consistently maintaining a professional demeanor, even during challenging interaction with customers
• Willingness to collaborate with team members to resolve complex issues
• Ability to work effectively in a team environment
• Flexibility to handle a variety of tasks and responsibilities
• Effective time management skills to handle tickets and meet service level requirements

Responsibilities

• Provide second-level technical support for hardware, software, and services offered to our client
• Contribute to the development and improvement of service desk processes and documentation
• Managing and taking ownership of service requests and incident tickets, ensuring adherence to service level agreements (SLAs)
• Resolving technical issues reported by users via various channels such as phone, email, or ticketing system
• Providing technical assistance and guidance to users regarding hardware, software, and network-related problems
• Performing basic hardware diagnostics, repairs, upgrades, and replacements, as necessary
• Installing, configuring, and troubleshooting software applications and operating systems
• Liaising with other IT teams and vendors to escalate complex issues and coordinate resolution efforts
• Maintaining accurate records of support activities, resolutions, and configurations for future reference and knowledge sharing
• Following established ITIL or organizational protocols for incident, problem, and change management to ensure consistency and compliance
• Being responsible in user onboarding and offboarding in active directory and Microsoft 365

Preferred Qualifications

Technical certifications in Microsoft, Cisco, FortiGate, CompTIA A+ are preferred but not required

Benefits

• Day shift (AU time zone)
• Remote