Level 2 Service Desk and Onsite Engineer

About us

blueAPACHE is an Australian owned award-winning Managed Service Provider, recognised for the 7th year running, as Mid-Market Partner of the Year at the ARN Innovation Awards.

We pride ourselves on being a genuinely great place to work, with a vibrant culture, clear vision, and strong leadership. When joining blueAPACHE, you are joining an organisation that is driven by our core values of employee and customer experience. We are proud to be an equal opportunity employer and are committed to building a diverse and inclusive workplace where we embrace our individual talents, and our differences.

• 2+ years of experience working within a service desk or field services role. 
• Basic understanding of IT Infrastructure with some experience including networking technologies such as routers and switches (switching, routing, VLAN, WLAN, WAN, TCP/IP, Radius, VPN). 
• 2+ years Active Directory, DNS, DHCP and group policy experience 
• 2+ years experience working with a ticket management system 
• Desired 
• Previous experience within a Managed Services Provider (MSP) 
• A valid drivers license and your own transport 

Qualifications: 

• IT Degree or Diploma  
• ITIL v3/4 certification  
• Valid Microsoft and Cisco certified  
• VMWare certification desired but not essential 

Responsibilities:

The Level 2 Service Desk and Onsite Engineer role is responsible for the resolution and fulfilment of onsite desktop activities and ensure the smooth operation of IT services for our customers. The role requires travel between our customer sites which are located both within California, as well as phone based support work from our customers office within Carlsbad California.  

The primary duties and responsibilities include: 

• Onsite and remote Incident resolution and request fulfilment.
• Assist remote resolver teams with activities that require physical presence. 
• Create knowledgebase articles and process documents. 
• Reduce the volume of incidents by identifying and eliminating root cause through pro-active problem management process. 
• Attend Operation meetings with customers and bA stakeholders to discuss operational support activities and new projects. 
• Assist the projects team with deployment of new infrastructure (desk and server side) 
• Act as the key technical representative of bA managed services. 
• Setup of new PC’s, phones, and mobile devices as per customers existing documented processes. 
• Software installation of preapproved desk side software. 
• L2 hardware troubleshooting of desk side equipment and IT Infrastructure. 
• Assist with moves, adds, changes of desk side equipment. 
• User creation and termination requests. 
• Basic how to on usage for supported applications. 
• Basic network troubleshooting and fault finding on desk side equipment. 
• Facilitation of repair work for onsite desk side equipment. 
• Application of desktop patches (security and software). 
• Other duties as instructed by bA leadership. 
• Basic software skills for the purposes of Adds, Moves, Changes and basic troubleshooting. Microsoft windows (all supported operating systems), Adobe reader, Microsoft office, Microsoft teams, Microsoft internet explorer, Google chrome. 
• Travel as required to customers remote sites.