Job Description
ABOUT THE POSITION:
Founded in 2014, ParagonIT is a highly respected IT consulting company, managed services provider, and systems integrator that specializes in the deployment and delivery of IT infrastructure, virtualization services, security, and cloud solutions based in Australia. Due to recent ongoing and continued business growth expectations, our engineering team is looking to expand. ParagonIT is seeking an experienced Senior Systems Engineer willing to work to Australian time zone in 100% remote environment.
You will work closely with businesses and other organizations to develop tech solutions that help solve a customer’s specific business needs. You will manage and monitor networks, systems, and devices for assigned customers. You will develop and plan long-term IT projects and strategies. You will be part of a talented team of engineers that demonstrate superb technical competencies, delivering mission critical infrastructure and ensuring the highest levels of availability, performance and security.
OBJECTIVES OF THIS ROLE:
- Provide excellent customer service and consistently work to exceed customer’s expectations
- Complete technical training and exams as needed for partnership levels
- Perform Level 01/02/03 technical support (on the phone and via remote sessions)
- Assist with documenting procedures and tasks
- Resolve as many tickets as possible meeting SLA’s
- Ensure tickets are updated with detailed technical notes and are resolved correctly the first time
- Implement processes and procedures to track and fulfill tasks outlined in customer MSP offerings
- Assist with onboarding and offboarding customers
- Assist team members with remote support, as necessary
- Assist with updating/creating customer documentation
- Provide technical assistance and recommendations for all IT-related hardware as needed (i.e. laptops, desktops, servers, network gear)
- Identify opportunities for improvement and help implement
- Perform other duties as directed
POSITION REQUIREMENTS:
- Microsoft certification
- Knowledge and experience using remote access tools
- Excellent communications skills (verbal and written)
- Effective time management skills
- Passion to provide outstanding customer service
- Sound troubleshooting skills with an aptitude for problem solving
- Can do/service-oriented attitude
- Energetic about taking on new tasks and learning
- Able to prioritize and handle multiple tasks with minimal oversight
- Focus on teamwork and collaboration
- Ability to work independently towards goals
- Highly motivated and flexible
- Excellent work ethic and highly organized
- Ability to interface with all levels of the organization
- Desktop hardware knowledge preferred
REQUIRED SKILLS & QUALIFICATIONS:
- Relevant experience or tertiary qualification is essential
- Proven experience as a Systems Engineer or similar role (MSP space)
- Must be able to perform multiple tasks, handle multiple priorities, and perform exceptionally under high stress conditions
- You will be interacting directly with end users and IT decision makers, therefore the ability to translate abstract technical concepts to day-to-day business needs is a valuable attribute
- Proven experience in M365 and Microsoft Azure cloud technologies are essential
- The role is heavily focused on Microsoft server and desktop technologies; we expect you will have experience in Microsoft server deployment, and in supporting and maintaining Windows Desktops, Servers, Active Directory, Exchange Online and Microsoft Office
- Strong understanding of Internet, networking and underlying protocols is also required (TCP/IP, DNS and networking topology)
- Familiarity with Autotask, SharePoint, PowerApps, or MS Business Central.
- Experience with Fortinet and Palo Alto firewalls a plus
Working with us:
ParagonIT values its employees and offers a friendly, comfortable working environment that facilitates the Work and Life Balance! The right candidate will be offered an attractive remuneration package. Please send your completed resume by email [email protected] with contact details of two non-related references to reach us within 07 days of this advertisement.
