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Level 2 Support Engineer

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Our client is seeking a Level 2 Support Engineer to join their dynamic team. This role is an essential intermediary in the customer support hierarchy, providing advanced technical support services. The successful candidate will have a deep technical acumen, the ability to resolve complex issues, and a commitment to continuous improvement and customer satisfaction. The ideal candidate will embody a customer-first philosophy, showcasing proactive communication and technical proficiency.

What you'll do:

As a Level 2 Support Engineer, you will play a pivotal role in maintaining high-quality customer service standards. You will be responsible for addressing and escalating technical requests efficiently, ensuring that there is a seamless transition between support levels. Your role will involve providing advanced remote and on-site support, delving deeper into technical issues to find resolutions. You will also participate in project teams where your leadership skills and technical expertise will be highly valued. Continuous professional development is encouraged as you aim for mid-advanced level qualifications or industry certifications relevant to our technology stack. Your active contribution towards improving support processes and enhancing customer service delivery will be crucial.

  • Uphold exceptional service standards, fostering a customer-first approach in every interaction
  • Efficiently address and escalate technical requests, ensuring seamless transitions between support levels
  • Provide advanced remote and on-site support, diving deeper into technical issues and resolutions
  • Participate in project teams, demonstrating leadership and technical expertise in assigned tasks
  • Engage in continuous technical training, aiming for mid-advanced level qualifications or industry certifications relevant to our technology stack
  • Actively contribute to the development and improvement of support processes and customer service delivery


What you bring:

The ideal Level 2 Support Engineer brings a wealth of experience from previous IT support roles. With at least two years of experience under your belt, you are confident in your ability to communicate effectively with diverse individuals.

  • Experience in an IT support role (2 years +)
  • Confident communicator capable of engaging with diverse individuals
  • Holds mid-advanced level qualifications or industry certifications (e.g., Microsoft/Cisco/Cert IV)
  • Proficient in Microsoft 365, SharePoint/OneDrive, Google Apps
  • Solid understanding of networking technologies including routing & switching
  • Knowledgeable in network security (Antivirus/Anti-malware, Firewalls, VPN, Proxy)


What sets this company apart:

Our client is a leading provider of advanced technical support services. They pride themselves on their commitment to continuous improvement and customer satisfaction. Their team is dynamic and supportive, fostering a culture of learning and growth. They offer opportunities for professional development through ongoing technical training and the chance to gain industry certifications. This is an exciting opportunity to join a company that values proactive communication, technical proficiency, and a customer-first philosophy.

Aboriginal and Torres Strait Islander Peoples are encouraged to apply.
To apply please click apply or call Jess Wegener on 08 9266 0940 for a confidential discussion.

Contract Type: FULL_TIME

Specialism: Information Technology

Focus: IT Support & Systems Administration

Industry: IT

Salary: AUD65,000 - AUD75,000 per annum + Superannuation

Workplace Type: On-site

Experience Level: Associate

Location: West Perth

Job Reference: 1986410/001

Date posted: 5 July 2024

Consultant: Jess Wegener

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