ICT Support Engineers - Levels 1, 2 and 3 - Rewarding Work

Portal Technology is a leading provider of Managed ICT, Cyber Security and bespoke ICT Solutions across Northern Australia. Our customer base ranges from SMB through to Corporate, NFP, Government and Education.

Due to further growth, Portal Technology is seeking additional enthusiastic, lateral thinking Level 1, 2 and 3 ICT support engineers with previous experience in a professional managed services environment.

As an experienced ICT Support Engineer, your role is to ensure the stable and continued availability of Portal Technology’s ICT systems, design and build new environments, implement proof of concept systems and assist internal support escalations.

Level 1, 2 and 3 ICT Support Engineers

The Level 1,2 and 3 ICT Support Engineer Roles are responsible for designing, supporting and maintaining clients’ ICT systems and their security requirements to providing efficient device and site support to all business users. The roles are also part of the team responsible for resolving any ICT related faults or issues in a timely manner and in-line with SLAs. These additional roles will also be responsible for the delivery of more complex projects, both new or as upgrades and enhancements. Daily the role is faced with a broad cross section of support and project requirements, so a diverse and detailed understanding of the ICT environments is required. 

Responsibilities will include

• Provide effective ICT support services across all clients both remotely and with contract site visit requirements.
• To ensure that all customer issues and installations are completed in a timely and professional fashion and that deadlines are either achieved or exceeded.
• Working with customers and internal teams to ensure operational and service excellence is delivered and maintained.
• Providing basic through to complex end-user, desktop support.
• Supporting, installing and maintaining Microsoft 365, Intune and Azure Solutions.
• Supporting, installing and maintaining MS Server/Desktops.
• Supporting, installing and maintaining Firewall products and services.
• Supporting, installing and maintaining Internet, Voice and Cloud PBX solutions.
• Escalate IT issues to the existing technical support specialist where necessary.
• Setting up and configuring new mobile devices, laptops, desktops, LAN infrastructure, hardware, security systems, software and telephony.
• Troubleshoot system and cyber security problems, diagnose and solve escalated hardware/software issues.
• Both remote and onsite support as required.

Operational Requirements

• Provide Incident response, remediation and management.
• Provide exceptional service support to customers.
• Contribute to polices, processes and procedures.
• Install, maintain and support current and future solutions.
• Work to SLA thresholds for incidents, requests problems and projects.
• Keep up to date with advancements in technology.
• Undertake systems, performance and security monitoring.
• Continuously assessing for improvement.
• Supporting businesses on both hardware and software applications.
• Full utilisation of the in-house helpdesk system for incident management tracking and closing / reporting.
• Full utilisation of internal systems for project management and control.
• Diagnosing and resolving complex technical issues.
• Perform any other reasonable duties consistent with the role as required.

Business Requirements

• Excellent communication skills and a strong communicator.
• Excellent attention to detail.
• Calm and clear headed under pressure.
• Excellent organisational and prioritisation skills.
• Proactive approach to work and to continuous improvement behaviours.
• Works within the team and assists others, where required, to achieve a common goal.
• Listens to and is open to ideas and suggestions from others.
• Use initiative to ensure that all deadlines and SLAs are met.
• Takes every opportunity to go the extra mile for customers.
• Acts as a champion for the importance of customer experience within the business.
• Always willing to cooperate and assist.
• Acts as a true ambassador for the business.

Proven knowledge required for the roles

• Very high standard of incident and problem management capability.
• Experience working in a helpdesk support role.
• High level of ICT diagnostic skills.
• Microsoft 365 ecosystem including set up, deployment, support and administration.
• Firewall installation, administration and monitoring.
• Network trouble shooting and general WAN / LAN support.
• Extensive knowledge of the ITIL process.
• Windows 10/11

The following knowledge would be an advantage

• Cross platform skills in includinging MacOS, iOS and Android systems.
• Experience with Cyber Security solutions deployment and support.
• Certifications in Microsoft 365 deployment and support.

Salary will be based on experience.