L2 Service Desk Engineer | AU | WFH

Are you an L2 Service Desk Engineer with a knack for solving complex IT puzzles? Do you thrive in a fully remote environment, supporting users with an Australian focus, all while enjoying the flexibility of working from home? Here at name, we're on the lookout for a proactive and skilled individual ready to dive deep into advanced technical support, ensuring our systems run smoothly and our end users feel truly supported. If you're eager to make a significant impact from wherever you are, this could be your next exciting career move.

Overview

We are seeking an L2 Service Desk Engineer to join our dynamic IT support team at name. This is a fantastic full-time, fully remote opportunity open to candidates worldwide, though a keen understanding of supporting Australian time zones will be beneficial. Your work schedule will be aligned with 6:00 AM to 3:00 PM AEDT, which translates to 4:00 AM to 1:00 PM PHT. You will play a crucial role in providing advanced technical support, resolving intricate issues, and ensuring the seamless operation of our IT infrastructure, all while collaborating closely with L1 support and other technical teams.

Key Responsibilities

Provide advanced technical support, tackling complex IT issues for end users across hardware, software, networking, and various applications.
Serve as the primary escalation point for L1 support, meticulously managing unresolved incidents and service requests from start to finish.
Systematically troubleshoot and diagnose technical problems, employing a range of diagnostic tools and proven methodologies.
Conduct thorough root cause analysis for recurring issues, developing and implementing effective, lasting solutions.
Collaborate closely with internal IT teams and external vendors to address widespread issues and drive continuous improvement.
Monitor and maintain IT systems, proactively identifying potential problems and ensuring optimal performance.

Requirements

Proven experience as an L2 Service Desk Engineer or in a similar advanced IT support role.
Proficiency with ConnectWise PSA for service ticket management.
Solid expertise in Microsoft 365 administration and support, including Exchange Online, Teams, and OneDrive.
Demonstrated experience with SharePoint administration and user support.
Competence in Server Management, including Windows Server environments.
Strong working knowledge of Active Directory administration, user and group management, and GPOs.
Ability to write and execute PowerShell scripts for automation and system management.
Experience investigating and responding to security alerts and incidents.
Exceptional problem-solving abilities and a methodical approach to technical challenges.
Excellent communication skills, both written and verbal, for effective interaction with users and team members.
A proactive mindset, with the ability to work independently and as part of a collaborative remote team.

What You'll Gain

The chance to join a forward-thinking company that values innovation and empowers its remote workforce.
A fully remote work setup, offering the flexibility to work from anywhere globally.
Opportunities for continuous learning and professional development within a robust technology environment.
A collaborative and supportive team culture where your contributions are recognized and valued.
The satisfaction of resolving complex technical challenges and making a real difference for end users.