About the Company: With a strong presence in Perth, Sydney, Brisbane and Melbourne, this innovative and tech-forward team has been providing exceptional IT support across a diverse range of industries for over 18 years. They specialise in helping clients evolve with changing technologies while maintaining effective managed IT services. About the Role: The company is seeking a skilled and proactive Help Desk Engineer (Level 2 / 3) to join their remote team. This role involves managing both Level 2 and Level 3 support tickets, with the flexibility to handle Level 1 tasks as needed. The primary objective is to provide high-quality IT support, ensuring client systems run smoothly and efficiently. The successful candidate will be responsible for promptly addressing incoming tickets, proactively managing ongoing issues and delivering tailored solutions that meet client needs. Key Responsibilities: Provide Level 2 / 3 technical support across a range of managed IT services; Handle and resolve escalated tickets, ensuring timely and effective solutions; Assist with Level 1 support tasks when required; Conduct on-site visits as needed or collaborate with on-site team members for project support; Maintain excellent client communication through the ticketing system, phone and email; Complete thorough documentation for all tasks, whether internal or client-facing; and Engage with clients and stakeholders at all levels, including Senior Management. Requirements: It is essential that you are happy to work on all level support tickets as required; Mandatory previous MSP Experience; 3 years’ experience in L2 with some experience with L3 support; Currently hold a Permanent Residency or Citizenship, be willing to undertake a National Police Clearance; and Currently have a valid Australian driver's licence. Certifications / Experience: Endpoint Management – Intune, NAble (or equivalent); Office 365 / Azure AD User Administration; ConnectWise (or equivalent) PSA; Server Management inc. Active Directory User / Groups / DNS Management; Microsoft Azure management experience required; VMware / Hyper-V experience; Veeam, Datto backup experience; Voice / IP Telephony / Broadsoft experience; Networking / Firewall experience Cisco, Meraki, Fortigate desirable; Security experience; Amazon AWS (desirable); and Microsoft Azure (desirable). How to Apply For more information or a confidential discussion please call Will Caporn at u&u on 07 3232 9147 or email will.capornuandu.com quoting reference number 38466. At u&u Recruitment Partners, we value diversity, equity and inclusion. We welcome applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. Should you require reasonable adjustments throughout the recruitment process, we encourage you to make a request via adjustmentsuandu.com or phone the above-mentioned u&u consultant to discuss. In response to these requests, we will collaborate closely with you to implement the appropriate adjustments. Additionally, for a barrier-free and inclusive online experience, you can access u&u’s opportunities using accessibility software Recite Me at https://www.uandu.com/jobs. Please submit your resume in Word format only.