enezync company
Overview
Join our dynamic team at Enezync, a leading offshore recruitment solutions company providing exceptional ICT support, finance, admin & customer services to Australian clients.
Do you thrive in a fast-paced environment and enjoy providing exceptional, and confidential support? We are looking for a highly organized and detail-oriented individual to join our team as a Helpdesk Engineer (L1/L2).
• The number one goal of everyone on our team is to make our clients exceptionally happy. The Helpdesk Engineer (L1/L2) plays a key role in making sure that happens.
• The Helpdesk Engineer (L1/L2) handles our clients' first-level support requests. They are the first to touch a helpdesk ticket and ensure that the issue is handled quickly, and the Client is informed of what to expect every step of the way.
• When help is needed the Helpdesk Engineer(L1/L2) can get help from or escalate issues from other members of the Service Delivery Team.
How to Apply:
• If you are ready to take on this exciting challenge, please send your resume outlining why you are the perfect fit for this role to contact@enezync.com.au email id. Kindly mention " Helpdesk Engineer (L1/L2) & your name" in the email subject line. You can apply directly through the LinkedIn attaching your CV.
Note: Only shortlisted candidates will be contacted for further evaluation.
Primary Duties & Responsibilities
• Prepared to work on any shift based on the defined roster matching the Australian time zone.
• CUSTOMER SERVICE
o Provide a first point of contact for customers through our helpdesk, be that via phone, email, or ticket.
o Delight our Clients with a Friendly, Quick and Helpful Experience.
o Provide the Client with basic remote troubleshooting.
• USE OF OUR TICKETING SYSTEM
o Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests.
o Managing and recording all work through our Ticketing System.
o Make sure that Client Documentation is well-maintained.
o Split tickets that have several issues in their ticket.
o Make sure that tickets are not “stale” throughout the process.
• USE OF OUR MONITORING & MANAGEMENT TOOL
o Review the RMM dashboard and apply remediation actions as indicated by our Processes.
o Review regularly scheduled/automated actions as indicated by our Processes.
• PROJECT WORK
o Sometimes the project's team will need additional resources to help deliver projects remotely. When opportunities arise the Helpdesk Engineer L1/L2 may be required to help with project delivery.
• COMMUNICATION, REPORTING & RISK
o Escalate tickets that require Senior Helpdesk Engineer support.
o Communicate to the client the status of their ticket every step of the way and notify them of any changes or outages related to their issue.
o Submit Timesheets & Expense reports as indicated on their SOPs.
o Identify, Communicate, and Mitigate potential risks to the Service Delivery Manager and Clients.
• TEAMWORK
o Follow the schedule provided by the Service Delivery Manager or Service Coordinator / Dispatcher.
o Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks.
o Follow all our Security Procedures and Keep a Vigilant Eye daily for Security Issues.
o Identify opportunities for improvement and make constructive suggestions for change.
o Contribute to the process of innovative change effectively.
o Undertake other duties as required by the Service Delivery Coordinator, Service Delivery Manager, or CTO.
. Tools & Platforms
• Experience using a Ticketing system / RMM Tool and PSA software
• Experience providing support via remote tools
• Experience handling Technical Service Tickets
• Experience and knowledge of working with the Microsoft 365 Platform, Active Directory (AD), Microsoft Azure...etc
. Competencies & Skills
• Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.
• A strong interest in Solve Problems & Challenges.
• Great Communication skills, founded in being a good listener.
• An understanding of support tools, techniques, and how technology is used to provide services.
• Strong understanding of operating systems, business applications, printing systems, and network systems.
• Must be able to type quickly and accurately while talking on the phone.
• A deep desire to deliver an amazing Client Experience.
• Knowledge of IT Applications, Software & Hardware.
• The ability to speak both technical and casual conversation.
• Great Communication skills, founded in being a good listener.
• IT literate – Advanced user level.
• A deep desire to deliver an amazing Client Experience.
• The ability to keep up with & adapt to the fast-paced IT world.
• Ability to work independently and remotely.
. Added Advantages
• Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
• Client Experience Certifications such as Helpdesk Habits etc.
. Perks & Benefits
· Attractive salary package par with the industry standard
· Learning and growth opportunities while having a Perfect life balance in a supportive working environment.
· Exposure to real-world Australian business scenarios, such as MSPs.
· Work setup: Permanent Work from home / Work from anywhere in Sri Lanka.
