At Otto, we pride ourselves on being Authentic and People First , with a No-Nonsense attitude. We are Committed to getting the outcome for our clients always. We are looking for an experienced Level 2 Systems Engineer to join our great place to work. This is a hybrid role. You can be based in Horsham, Stall, Ararat , or surrounds. Please note – regular onsite work is required; therefore, you must currently be in one of those areas and have a car and valid driver’s license. When not onsite, the role will be working from home. Whilst IT is a serious business, we have a great work environment, our head office in Melbourne is fun and dynamic. We are proud of our culture and the people we work with and are Great Place To Work certified - something we have worked hard to achieve and maintain over the years. THE ROLE The Systems Engineer in this location will be responsible for onsite work for some key regional clients. When not onsite, you will be resolving IT escalations from the L1 technicians remotely. Working closely with clients all around Australia to provide the best possible outcomes and service experience possible. Responsibilities: Troubleshoot and problem-solve Level 2 technical faults to identify and diagnose issues logically by either telephone, email, chat, script, remote login or onsite Act as an escalation point within the services team Ticket triage according to the ITIL® Framework Provide an excellent level of customer service to our internal and external customers by providing the appropriate support response, friendly communication and technical knowledge to achieve positive satisfaction scores Participate in the implementation, administration, configuration, documentation, support and enhancement of client infrastructure environment Delivery of projects Maintain the SLA’s to meet project and ticket deadlines, escalating to other team members as necessary Maintain communication with your team leader, effectively communicating any issues or problems that require assistance Adherence to process across all business units working closely with sales, finance & admin and services teams Skills and experience: Onsite work experience is a MUST You will be a great communicator, be known for your outstanding customer service and taking ownership of customer issues to get them resolved Demonstrated experience within a Service Desk environment (all forms of Desktop Support) Experience working in local council/government would be advantageous Experience in Service Desk tools like Remote Monitoring and Management, IT Service Desk ticketing and documentation tools such as ConnectWise Demonstrated experience in a managed service/outsourced capacity, responsible for escalation and technical support for complex issues Sound experience in active directory, exchange, windows server 2012-2016, office 365 and other cloud-based technology Proficient in Microsoft Office 365 and Azure Virtualisation technologies (VMware/HyperV) Microsoft Server Operating Systems Microsoft Exchange Server and Services, Microsoft Remote Desktop and other VDI technologies Preferred networking experience with Fortinet, Cisco, LAN, WAN etc Certifications (Microsoft/ITIL) will be highly regarded, and expected to be maintained A great team environment, competitive salary, paid certifications/training, industry best recognition program and many other benefits are on offer This role is a fantastic opportunity to further develop your technical skills and progress to the next level. Apply today Shortlisted candidates will be contacted asap