Axiom IT is an innovative managed service provider with a strong focus on Microsoft’s cloud based technologies. We support a wide range of clients across multiple sectors of business, and pride ourselves on delivering high standards of professional service. We are currently seeking a Managed Services Engineer to join our ever-growing team of highly skilled and collaborative engineers in Melbourne.
Position Summary
A diverse customer service and technical role which spans multiple disciplines. You will be working on Service Desk, Service Delivery, Project Deliverables and Business Systems Development.
The candidate will interact with all teams in the business, to not only support our customers, but improve our business systems and develop/improve Axiom IT’s product offerings.
This position favours those with multifaceted skillsets. Not only will the candidate require strong customer service skills, they will also need the technical know-how and experience to identify, analyse and solve complex problems.
Prior experience working in the Managed Services environment is a plus.
Duties
Standard Level 3 Service Desk Technician duties
- Present first-class customer service experience
- Engage with staff at all levels including senior management and board-level executives
- Focus on meeting SLA and incident resolutions
- Provide appropriate support, including training and pre-emptive identification and resolution of user issues.
- Provide and co-ordinate with IT helpdesk, including ticket recording, hardware and software installations, user administration, network (LAN) and PC requests and issue resolution
- Proactively manage issues to define the root cause and recommend permanent solutions
- Liaise with external vendors
- Ensure that all ticketing, information-reporting and time tracking is managed effectively.
The candidate will progress to work on a mix of service desk, project work, business system improvements and product development
- Contribute to the constant development and improvement of Axiom IT’s processes and procedures
- Contribute to the constant development and improvement of Axiom IT’s systems through automation via workflows, scripting, automations and other tools
- Contribute to the development and improvement of Axiom IT’s product offerings
Initially as the candidate gets up to speed, there will be a period of working solely with the Service Desk to understand Axiom IT platforms, systems, processes and procedures.
In the short-term, the candidate will be given additional responsibility to work on projects deliverables and become an escalation point for Service Desk
The mid-term will see the candidate taking ownership of projects and deliverables.
The long-term view, will see the candidate involved with all facets of the business, including helping to improve Axiom IT’s business systems and product offerings.
Key Requirements:
- Microsoft infrastructure administration and project experience within complex environments – ideally with an MSP background
- In depth experience with Microsoft 365 (Office 365, Endpoint Manager, Microsoft Defender, etc)
- Experience with RMM, PSA and DMS (ideally NinjaRMM, ConnectWise and IT Glue)
- PowerShell and other scripting
- ITIL or similar methodology favourable but not essential
- Tertiary IT qualifications or industry certifications favourable
- Very strong interpersonal and communication skills – written, verbal and presentation
- Strong organisational skills and attention to detail
- Excellent time management skills
- Effectively multitask and manage competing priorities
- A friendly, positive and customer-driven attitude
- Independent worker but also a team player – ready to contribute whatever it takes or play any role on a team to get the job done
- Enjoys a fast-paced environment and is comfortable with change
Apply now
Send your resume and cover letter to [email protected]
