Solutions Architect – Level 3
About the business:
Our client provides premium mobility, cloud, collaboration, and network technology solutions which enables their customers to operate with flexibility and speed. Now entering an exciting phase of growth, they are looking for an exceptional Level 3 Help Desk Support to join their growing team.
About the role:
The Level 3 Technical Support is responsible for the development and implementation of Microsoft Office 365 solutions, provides escalated technical support for complex Microsoft Office 365 infrastructure related issues and co-ordinates the efficient delivery of IT services to internal users.
Key responsibilities:
Manage and lead the successful scoping and implementation of Microsoft Office 365 solution projects for customers within agreed time frames.
Proactively communicate with internal and external stakeholders on the implementation of Microsoft Office 365 projects.
Assist Senior Infrastructure Engineers to develop project documentation for customer environments and provide training to build capability of end users.
Provide proactive and customer-centric Microsoft Office 365 technical support and troubleshooting.
Develop and implement a tiered framework for the allocation of internal network/infrastructure and technical support tickets across the Technical Support team.
Acknowledge all customer dissatisfaction, disputes and/or complaints in a positive, empathetic and professional manner and ensure timely and effective resolution.
Key requirements:
Tertiary qualifications in IT, Computer Science or equivalent experience
Strong knowledge and experience with Microsoft Office 365 platform essential
Previous project management experience, preferably within a telecommunication and/or information technology environment
Previous experience in a service desk/technical support environment, preferably with Managed Services experience
Minimum 3 years’ experience with internal network support troubleshooting and administration support
Benefits and perks:
The successful candidates will receive an excellent remuneration package and all the tools to succeed in the position.
Next steps:
For further information on this fantastic opportunity to join a leading brand in the industry, forward a current and relevant CV or alternatively, call our office on 03 8639 5819.