Service Desk Analyst Lv 2 - Fully remote

Looking for an experienced Level 2 Service Desk Analyst to join a growing and people focussed organisation.

You will be responsible for taking ownership of customers technical issues and resolving them in a timely manner. This role is suited to an experienced Level 2 Service Desk Engineer with 3 years’ experience working directly with clients.

Why this role:

• We are a fully remote working organisation
• Work in a highly inclusive culture that is focused on supporting our team first and foremost
• Learning benefits including certification assistance and bonuses
• Flexible work including 4-day work week

What will you do:

• First line a technical support for customers with Microsoft environments
• Helpdesk ticket queue SLA management
• Create and update customer walkthrough guides and internal Knowledge Base articles
• Microsoft 365 user management including Intune, Microsoft Security hardening, SharePoint & Teams administration
• Troubleshooting & provisioning computers and network devices

What are we looking for in you:

• Exceptional communication skills both written and verbal
• Great at re-prioritising based on escalations
• You’re a continual learner who enjoys improving your skills and gaining certifications
• Previous experience in an MSP is highly desirable.
• 3+ years’ experience as Service Desk Engineer in Australia.
• Must have 2 (or more) current Microsoft 365 or Azure certifications.
• Comfortable working remotely full-time.

You have recent experience troubleshooting and administering the following technologies.

• Microsoft 365 user management including SharePoint and Teams.
• Microsoft Activity Directory and Azure Active Directory.
• Microsoft Intune and Endpoint Manager is desirable.