Senior Support Engineer

About the Company

Office Solutions IT Pty Ltd (OSIT) is a company dedicated to providing comprehensive IT support and management services to businesses. Our central mission is to manage the complexities of information technology for their clients, allowing these businesses to concentrate on their core operations without IT-related concerns. We emphasize delivering efficient and reliable IT solutions through various service offerings. Our company offers a wide array of IT services tailored to different business needs. These include Managed IT and Essential IT support, robust Cyber Security solutions to protect data, and Virtual CIO (vCIO) services for strategic IT guidance. Additionally, OSIT provides managed Cloud Services, handles various IT Projects, and offers tailored business Communications services to foster easy connection and collaboration.

OSIT aims to provide cost-effective IT solutions and focuses on customer satisfaction, ensuring that IT infrastructure effectively supports business goals without creating undue burden. We serve a diverse client base across numerous industries, such as accounting, healthcare, legal, mining, not-for-profit organizations, and engineering firms.

Position Description

We are seeking a dedicated Senior Support Engineer to join our team on a full-time basis. In this role, you will be responsible for the following:

• Effectively mentor the Engineers in terms of being approachable, decisive, reliable, flexible and communicative
• Managing client queries or issues that are beyond the scope of technical expertise or ability of other team members
• Review and discuss KPI’s with Partner and Engineers
• Daily entry into Connectwise. For example, configurations, tickets processed correctly and timesheets
• Managing team resources in terms of absences, annual leave and recruitment
• Contribute ideas on how to improve the business in terms of process and service deliverables
• Respond to client tickets in a timely and professional manner
• Provide technical support to clients in a timely and professional manner
• Provide support & project work to our clients
• Ensure OSIT standards are being met at all times
• Maintain a high level of technical skill
• Continue to improve technical skill through studies and further education
• Effectively communicate with clients
• New ideas on how to improve the business and service deliverables
• Ensure documentation completed and updated as appropriate
• Create, manage and resolve root cause analysis tickets

About You

To be successful in obtaining this role, you will have:

• A bachelor’s degree or Diploma in a relevant ICT field
• Minimum 4 years in the IT industry as a Support Engineer or equivalent
• Highly developed interpersonal communication skills
• Strong problem solving and negotiation skills
• Organisational skills
• Ability to effectively communicate with business stakeholders about technical and business issues
• Initiative

Salary

If successful, you will be paid a base salary ranging between approximately $100,000 to $120,000 per annum.

Pay: $100,000.00 – $120,000.00 per year

Work Location: In person