Service Desk Technician -New Zealand - Remote

Level 2 Service Desk Technician When organisations look to enhance their IT systems or resolve technological issues, they turn to teams like Envisage to provide people first technology and IT support. We know IT systems, we know technology, and we know business, and we’re looking for someone like you to help us deliver best of the best solutions to our clients. This is a great opportunity to expand your career in a fun, supportive, and fast-growing and supportive team based in Albion, QLD and in home offices across Queensland. Who are Envisage Technology? We’re all about making technology easy for humans. Envisage Technology is a Brisbane based IT support company, founded in 1998 by CEO, Ben Steel. We are passionate about delivering unmatched levels of quality and service using a consultative approach that works with our clients on various technology issues, guiding organisations and their people through their IT concerns. We specialise in providing IT support to businesses in the medical and legal industries as well as organisations in the professional services, finance, accounting, property, and education sectors. As a growing organisation we are not perfect, but we are committed to delivering our best and being open and accountable when it falls short. We are guided by our values in our strategy, decisions, and day to day:

• People come first
• Expertise is earned
• Exceed expectations
• Don’t stand still
• Participate in the community.

There's more… Our team works hard to ensure our clients are nurtured and taken care of when dealing with IT issues, we believe that the Employee Experience (EX) is just as important as the Customer Experience (CX). We have a focus on closing out the last 5% in everything we do, so we like to return the favour with five specific workplace benefits:

• Bonus on top of salary.
• Monthly peer recognition.
• Annual Awards at Christmas party.
• 5% of time me available for Training.
• 5% of salary made available as a training budget.

Beyond this we also seek to communicate openly and regularly, have a flexible workplace arrangement, and host monthly lunches in the office to bring our team together. What you’ll be doing… You will join our experienced service desk team in making technology easier for humans by providing an empathetic support experience that delivers effective solutions to the range of client issues we solve on a day-to-day basis. Some of your regular activities will include:

• Managing the Lifecycle of assigned incidents
• Supporting the continuous improvement of team knowledge
• Documenting outcomes of tickets that draw on new knowledge
• Coaching Peers through solutions to challenges they escalate
• Identifying emerging trends in the environments under management
• Participate in implementation projects for clients

What you’ll bring to the team To be successful in this position you will need to be a strong problem solver, able to communicate your solutions to a range of different stakeholders, and most of all you’ll be motivated to guide humans (our clients) through their IT concerns. As a Level 2 Support Technican you’ll need the following knowledge and experience in troubleshooting and implementing changes in:

• Microsoft 365 Tenant Management (Including Azure AD)
• Microsoft Azure
• Windows Server/RDS/SQL Server
• Networking (VLAN/Routing/DNS)

It would be ideal if you have the following:

• A favourite keyboard
• Experience Supporting Medical Applications (e.g. Genie / Best Practice)
• Experience with VOIP – preferably 3CX
• Time working in an MSP Environment
• A structured approach to Troubleshooting

Can you picture yourself in this position? Apply now to join our team.