Helpdesk Engineer (L1/L2)

Overview

Join our dynamic team at Enezync, a leading offshore recruitment solutions company providing exceptional ICT support, finance, admin & customer services to Australian clients.

Do you thrive in a fast-paced environment and enjoy providing exceptional, and confidential support? We are looking for a highly organized and detail-oriented individual to join our team as a Helpdesk Engineer (L1/L2).

• The number one goal of everyone on our team is to make our clients exceptionally happy. The Helpdesk Engineer (L1/L2) plays a key role in making sure that happens.

• The Helpdesk Engineer (L1/L2) handles our clients' first-level support requests. They are the first to touch a helpdesk ticket and ensure that the issue is handled quickly, and the Client is informed of what to expect every step of the way.

• When help is needed the Helpdesk Engineer(L1/L2) can get help from or escalate issues from other members of the Service Delivery Team.

How to Apply:

• If you are ready to take on this exciting challenge, please send your resume outlining why you are the perfect fit for this role to contact@enezync.com.au email id. Kindly mention " Helpdesk Engineer (L1/L2) & your name" in the email subject line. You can apply directly through the LinkedIn attaching your CV.

Note: Only shortlisted candidates will be contacted for further evaluation.

Primary Duties & Responsibilities

• Prepared to work on any shift based on the defined roster matching the Australian time zone.

• CUSTOMER SERVICE

o Provide a first point of contact for customers through our helpdesk, be that via phone, email, or ticket.

o Delight our Clients with a Friendly, Quick and Helpful Experience.

o Provide the Client with basic remote troubleshooting.

• USE OF OUR TICKETING SYSTEM

o Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests.

o Managing and recording all work through our Ticketing System.

o Make sure that Client Documentation is well-maintained.

o Split tickets that have several issues in their ticket.

o Make sure that tickets are not “stale” throughout the process.

• USE OF OUR MONITORING & MANAGEMENT TOOL

o Review the RMM dashboard and apply remediation actions as indicated by our Processes.

o Review regularly scheduled/automated actions as indicated by our Processes.

• PROJECT WORK

o Sometimes the project's team will need additional resources to help deliver projects remotely. When opportunities arise the Helpdesk Engineer L1/L2 may be required to help with project delivery.

• COMMUNICATION, REPORTING & RISK

o Escalate tickets that require Senior Helpdesk Engineer support.

o Communicate to the client the status of their ticket every step of the way and notify them of any changes or outages related to their issue.

o Submit Timesheets & Expense reports as indicated on their SOPs.

o Identify, Communicate, and Mitigate potential risks to the Service Delivery Manager and Clients.

• TEAMWORK

o Follow the schedule provided by the Service Delivery Manager or Service Coordinator / Dispatcher.

o Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks.

o Follow all our Security Procedures and Keep a Vigilant Eye daily for Security Issues.

o Identify opportunities for improvement and make constructive suggestions for change.

o Contribute to the process of innovative change effectively.

o Undertake other duties as required by the Service Delivery Coordinator, Service Delivery Manager, or CTO.

. Tools & Platforms

• Experience using a Ticketing system / RMM Tool and PSA software

• Experience providing support via remote tools

• Experience handling Technical Service Tickets

• Experience and knowledge of working with the Microsoft 365 Platform, Active Directory (AD), Microsoft Azure...etc

. Competencies & Skills

• Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.

• A strong interest in Solve Problems & Challenges.

• Great Communication skills, founded in being a good listener.

• An understanding of support tools, techniques, and how technology is used to provide services.

• Strong understanding of operating systems, business applications, printing systems, and network systems.

• Must be able to type quickly and accurately while talking on the phone.

• A deep desire to deliver an amazing Client Experience.

• Knowledge of IT Applications, Software & Hardware.

• The ability to speak both technical and casual conversation.

• Great Communication skills, founded in being a good listener.

• IT literate – Advanced user level.

• A deep desire to deliver an amazing Client Experience.

• The ability to keep up with & adapt to the fast-paced IT world.

• Ability to work independently and remotely.

. Added Advantages

• Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.

• Client Experience Certifications such as Helpdesk Habits etc.

. Perks & Benefits

· Attractive salary package par with the industry standard

· Learning and growth opportunities while having a Perfect life balance in a supportive working environment.

· Exposure to real-world Australian business scenarios, such as MSPs.

· Work setup: Permanent Work from home / Work from anywhere in Sri Lanka.