Ategra IT is seeking a Information Technology Engineer in DarwinThis will be suitable for you if you wish to progress your career and expand on your e.....
Ategra IT is seeking a Information Technology Engineer in Darwin
This will be suitable for you if you wish to progress your career and expand on your existing skills and are proactive and highly motivated to work in our fast-paced environment.
Our diverse clients include medical, construction, non- profit, professional services, and indigenous communities as just some of the spaces we work in.
As a Managed Service Provider, we provide technologies surrounding access control, video surveillance, business VoIP solutions, disaster recovery, network infrastructure, cybersecurity, cloud-based technologies, and network cabling.
You will be responsible for maintaining the design and integrity of customers' IT systems, coordinating complex projects, and implementing IT solutions. Your daily duties will be assisting the service desk, handling escalation tickets, and working on multiple small to medium IT projects. If you have a passion for customer service, enjoy solving the tough technical problems, designing exceptional solutions and have an eye for detail, then we have the ideal career opportunity for you!
To be suitable for this role you will have:
• Strong customer service skills
• Always demonstrate and use excellent verbal and written communication skills
• An obsession with providing great outcomes for our clients
• A lifelong learner mentality
• Strong time management skills
• High sense of urgency with all items
• Relentless and tenacious attitude toward problems
• Demonstrate empathy towards client needs and situations
• The ability to delegate Experiences (Tickets) appropriately to team members
• Extensive experience with Windows Server Environments including clean installs to migrations to new account onboarding
• Project Management experience
• Extensive knowledge in configuring and troubleshooting Windows Server, SQL Server etc.
• Active Directory/DNS/DHCP
• Microsoft Azure
• Cybersecurity assessment experience
• M365, o365 or Gsuite experience
• Experience with Remote Management and Monitoring Systems (RMM)
• Understanding of Cloud Compute, Storage, Security and Virtualization best practice
Duties include, but are not limited to:
• Provide both reactive and proactive support of desktop, server, and network issues for our clients, and help as an escalation point.
• Resolve proactive and reactive tickets (submitted by clients or created by monitoring tools) remotely and onsite as needed within committed Service Level Agreements.
• Maintaining the design and integrity of customers' IT systems, coordinating complex projects, and implementing IT solutions.
• Escalate issues to other team members when necessary.
• Keep accurate daily time entries in the form of service ticket notes.
• Implement multiple small to medium projects.
• Lead customer onboarding and offboarding.
• Lead managed service offerings and cross-train on other offerings as assigned.
• Articulate technical information clearly and simply to non-technical people.
• Maintain client documentation.
• Mentor new and other technicians.
• Previous experience in an MSP environment is essential.
• Minimum 10 years of experience of configuring and supporting desktops, servers, and networks (firewalls, switches, routers, wireless access points)
• Strong working networking knowledge (switching, routing, VLAN, WLAN, WAN, VPN)
• Strong working knowledge of all aspects of Microsoft 365 and associated services including, Microsoft Identity Management, Enterprise Mobility and MDM.
• Strong working knowledge of Microsoft Azure including migrations and new builds.
• Excellent knowledge of common Antivirus (EDR) and Backup Applications and Solutions
• Strong working knowledge of Windows Servers and have worked with and implemented all key server technologies such as Active Directory, DHCP, DNS, File & Print Services, Group Policy, Remote Desktop Services Farm etc
• Strong working knowledge and understanding of Virtualisation Technologies such as VMware, Hyper-V, Azure Virtual Desktop.
• Strong PowerShell/VB Scripting and/other scripting languages
• Strong working knowledge of Linux OS, Build, Configuration and Administration.
• Cybersecurity Skills
• Strong Analytical and Troubleshooting Skills
Company Culture:
• Tenacity/Detail-oriented -- quality and precision-focused with a purpose
• Predictable/Stable -- traditional, stable, strong processes
• Happiness/People-oriented -- supportive and fairness-focused
• Family/Team-oriented -- cooperative and collaborative
• Results-oriented -- results-focused with strong performance culture
Requirements / Qualifications
• Associates or bachelor’s degree in related field (Preferred)
• Desktop Support: 3+ years (Required)
• Customer Service: 5+ years (Required)
• Windows Server support: 3+ years (Required)
• Firewall and Network Support: 3+ years (Preferred)
• MSP Experience: 1+ years (Preferred)
• Technical support in a production IT environment(s), preferably in multi-site environments: 3+ years (Preferred)
• ConnectWise, Kaseya and other MSP Tools, a plus
• Must be available for on call duty (1 week as primary, 1 week as backup) on a rotating schedule.
• Must be available occasionally on nights and weekends to perform off-hour maintenance and projects.
Experience and technical working knowledge of:
• Firewalls (firewall rules, NAT rules, SSL, IPSEC tunnels)
• Advanced Endpoint Security
• Technical Certifications or progress towards them in Microsoft Azure or Server Technologies
• Working with either Labtech Connectwise N-Able N-Central, Datto or similar
• Working with ConnectWise Autotask Ticketing or similar
• Telephony VoIP Skills and Microsoft Teams Calling
• ITIL understanding