Level 2 Service Desk Technician

We're excited to be hiring for another key technical role on our IT support team.

About the organisation

Fusion Technology Solutions is a managed service provider meeting the needs of small and medium-sized businesses, that has been in operation for nearly 25 years, with clients throughout Australia. We provide managed cloud servers, internet connectivity, and voice services, with our own national datacentre network, through our sister company Nexus One.

Our services include IT Support, Remote and on-site for Windows, Mac & Linux environments. Server support, management and provisioning. Network design, implementation, support and management. ISP Service provisioning and a wide range of self-hosted/ managed products including, Web hosting, VoIP, DNS, Hosted Exchange to name a few.

All of our infrastructure is built and managed by us, and we maintain close relationships with some of the biggest names in the industry – Cisco, Juniper, Fortinet, Dell, Telstra, NBNCo, Vocus, AAPT + many more. Everything is run through our service desk and engineering teams, encompassing IT support, networking, private and public cloud management, software development, and cyber security roles. We like to be a 1 stop shop for our customers and always strive for high levels of customer service and satisfaction.

About you

- You are an IT professional with at least 3-4 years of experience in technical support roles, preferably in an MSP or service desk environment.

- You have a current driver's license and reside in Australia with the required work status.

- Tertiary qualifications or industry certifications are beneficial but not required, a demonstrated knowledge and interest in IT is just as, if not more beneficial, ie; a self-motivated individual with a home-lab and a passion for technology and learning.

Purpose of this role

As a Level 2 Support Technician with us, you will be a part of the front line supporting our customers. As well as manage escalated issues from Level 1 Support and serve as a senior member of the Support team. You will be involved in the continuous improvement of our services by recognising opportunities for process improvement, creating documentation, and providing training/mentoring to Level 1 technicians.

Soft skills

- You are dedicated to providing outstanding customer service and are helpful by nature.

- You have highly developed and systematic analytical and problem-solving skills and a demonstrated ability to provide remote support where you exhibit outstanding communication skills to elicit details of issues and communicate technical terms in plain English.

- You demonstrate proactiveness in time management and self-organisation

- You have a record of working collaboratively within a team environment.

- You demonstrate attention to detail, initiative and commitment to self-development.

- You are effective in knowing when and how to escalate issues.

Technical skills – Essential

These areas are essential, and we require you to have hands-on experience in these areas because they form a core part of your day-to-day responsibilities.

- You have a demonstrated ability to synthesise technical knowledge into solutions to solve customer problems.

- You have demonstrated experience solving desktop support issues not previously documented or encountered.

- Experience administering Microsoft 365 and implementing/supporting their wide range of products.

- You have experience working with networking in small/medium business IT environments including:

- Routers, switches, Wi-Fi and internet connectivity

- Thorough understanding of basic networking concepts

- Managing TCP/IP-based networks

- ADSL/NBN/PPPoE and Ethernet technology

- Basic knowledge of structured data network cabling.

- You have extensive knowledge of operating, configuring, managing and troubleshooting Windows operating systems, both desktop and server.

- You demonstrate a solid understanding of and experience with technologies such as the following:

- Active Directory, administration, preferably troubleshooting multi-server and multi-site replication

- Managing complex ACL/file permission structures, and preferably DFS replication

- You have Linux experience, including CLI.

- You are familiar with server backup systems and monitoring systems.

- You are familiar with and have some hands-on experience with virtualisation.

- You have experience supporting Apple Mac products.

- You have experience supporting smartphones including both, iPhones and Android.

Technical skills – Desirable

These are areas that we'd really love to see you have some familiarity with, but by no means expect in-depth knowledge. We would only want to see someone open to learning. The more exposure you have in some of these areas, the more likely you are to be successful.

- You understand and practice IT security best practices and concepts.

- You have knowledge of VOIP and PBX concepts, hosted or onsite.

- You have experience with website hosting such as cPanel or Plesk.

- You have experience with data cabling such as understanding cable types, connections, distances.

- Microsoft Exchange Server including day-to-day and troubleshooting processes

- You have some knowledge of administrating Microsoft SQL Server instances.

- You have Cisco IOS or JunOS experience.

- As a bonus - Ideally you will have a basic scripting understanding with languages such as PowerShell or Bash for use in performing basic troubleshooting and being able to use internal tools.

Key duties

- Provision of first and second level technical support across a range of technologies while maintaining a high level of customer service.

- Answering phone support requests and tickets via our ticketing system

- Configuration, troubleshooting, software installations, hardware repair of a range of technologies.

- Where applicable handling escalations or collaborating on tickets from other service desk support technicians

- Identifying and meeting training requirements

- Identifying and developing required documentation

- Developing and maintaining a thorough and constantly evolving understanding of all Fusion and Nexus One products, systems and technologies.

- Managing backups, and recognising areas for improvement

- Conducting client site visits and working directly with key client stakeholders as requested/needed

- Project work as required.

- Working with the Engineering & Security team in identifying recent or emerging problems and working collaboratively to scope, deploy and test solutions to these problems.

- Assisting in identifying process or system improvement, constantly finding ways to improve service provision.

- Ensure work carried out conforms to support agreements and SLA targets.

- Regularly review the ticketing system for ongoing or stalled tickets, taking corrective action as required.

- Perform deep levels of troubleshooting and debugging with a high level of autonomy.

- Any other reasonable work deemed required by management and falling within your role.

- This role requires occasional flexibility to work outside standard business hours to address after hours tasks, urgent issues or complete project work, including participation in a rotating weekend on-call roster.

What's in it for you?

- Competitive salary

- Growing organisation

- Dynamic team environment

- On-the-job learning and training opportunities

- Exposure to a diverse range of technologies

- CBD location close to trains and buses

- Hybrid work from home opportunities post probation period.

- Future career development

*When applying, please add a brief answer to the below question:
- A customer calls in and says they cannot access web pages on their computer; how would you troubleshoot this issue? What are some of the key questions you would ask?