Level 2 Technology Services Officer

About the Company

Responsibilities

• ● Who is Clarity Technology Group We're a multi-award winning MSP where all techs work from home. We're a team of 15 seeking a talented level 2 tech to join our team.
• ● People who succeed with us are professional, reliable (in attendance and execution of the job), take ownership, and thrive on going above and beyond for clients rather than just reactively responding to tech support tickets. If you've got bigger picture thinking beyond just tech support, and an outcome focused approach to deliver solutions for clients, you'd be a great fit for us.
• ● We reward top performers with a bonus structure, so you can earn up to 8,000 extra per year on top of your salary for top ticket output. We'll explain the bonus structure in your interview.
• ● Whilst this is a work from home team, we require someone who lives in/around the Northern Rivers region so as to service clients on site in that area when a site visit is required (usually less than 1 or 2 a month, eg: for a hardware install that we can't do remotely) .
• ● We position ourselves as our client's internal IT team and we aim to delight our end users in every experience we have with them. Our clients choose us for our strategy led approach to Managed IT Services, our technical leadership in cloud, networking and cybersecurity products, not to mention our best-in-class service desk which you'll be joining
• ● We reimburse your travel/petrol costs, so you will need a valid driver's license and your own car. Servicing primarily professional services clients, this role is Monday to Friday 8:30am-5pm with very infrequent work required outside of this eg: a server reboot after hours, and a rotating on call roster that you'll be on once every 7-8 weeks @ 250/hour on top of your salary. However we only average 1 outside hours support call a month, so it is a very small on call expectation, particularly as this on call requirement is shared amongst the entire team of 10, you'd be on call approx once every 10 weeks. What are Clarity's company values Be Passionate: Have fun Passionate people means a positive team resulting in clients who feel valued.
• ● Take Ownership: See it, say it, do it. We are outcome focused, we help others and we do the small things right.
• ● Inspire Others: Lead by example, be honest and work with integrity. We set high standards and inspire others to grow.
• ● We have 2 unachievable goals that we pursue;
• ● having the perfect workplace in Australia for IT professionals
• ● delivering the perfect customer experience every time Whilst impossible to achieve, we strive for these nonetheless as a means to be better than our competitors. What does our ideal candidate look like You'll have all the tech skills of a level 2 tech, plus the customer service soft skills to deliver an awesome customer experience. You'll be an expert communicator with an ability to build rapport with clients - your contributions will be integral to our exceptional customer retention rates.
• ● You're driven to be the person who closes the most tickets every day - proactively working the unassigned queue to deliver fast support.
• ● You'll get exposure to a range of technologies and projects, not just service desk work. Cybersecurity tools around proactive threat hunting, zero trust security, advanced behavioural analysis, AI based protections (to name a few), Azure, Microsoft365 and Google Workspace, networking, backup/DR, SysAdmin work, Windows server, IaaS/DaaS, virtualisation and more. What experience and skills do you need to be successful in this role
• ● Minimum 1 year experience in a level 2 support role (does not have to be MSP experience - internal IT team experience is fine) OR 2+ years in a level 1 support role and you think you're ready for the next step
• ● Reliable - both in attendance and execution of your role. Do you turn up to work regularly, on time, reliably and have an outcome focused approach to your work
• ● Great communication skills for supporting non-technical end users. Proven ability to provide general desktop support for software, OS and hardware, and great problem solving ability.
• ● Experienced with Microsoft products including Microsoft365 (SharePoint, Azure, Entra ID etc.) and Windows Server technologies (Active Directory, Group Policy, RDS, print, file etc), Google Workspace experience not required but is well regarded
• ● End-user based cybersecurity tools like email security, centralised endpoint protection, threat remediation, email security - all desired but not essential, we run a large cybersecurity stack than many competitors and can teach you about our systems.
• ● Basic to intermediate networking (eg: DHCP, DNS, firewall config, VPN etc. Sophos and Ubiquiti experience a plus) In your application tell us about the big technical wins you've had, or projects you've worked on. What are the perks
• ● Work from home - no daily commute Again, we REQUIRE someone who lives in/around the Gold Coast region for this role. Please do not apply if you are not living in the region of Northern NSW to Brisbane.