Role Description

This is a full-time hybrid role for a Level 3 IT Support Engineer at GKM2 Solutions, primarily working from home with onsite client visits and monthly team catchups at our office in the Sydney CBD. The IT Support Engineer/Team Leader will be responsible for troubleshooting and resolving technical issues, providing system administration, and offering help desk support. The IT Support Engineer will also lead and manage the team of service desk technicians.

Responsibilities

• Providing 2nd and 3rd Level technical resolution to our clients via our ticketing system in relation to desktop, server, network and all related infrastructure issues such as software installations, configuration, maintenance and security either over the phone or onsite
• Assisting and taking escalations from our Level 2 Technical Staff
• Managing and mentoring our Level 2 Technical Staff
• Onsite client visits when required
• Participating in technical projects such as new client onboarding
• Improving our Company's technical standards and processes, including client documentation, clients checklists and GKM2 knowledge base.

Qualifications and Experience Required

• Previous experience in an MSP environment is a must
• Minimum 10 years of experience in configuring and supporting desktops, servers and networks (firewalls, switches, routers, wireless access points)
• Excellent working knowledge of networking and experience in designing complex networks (switching, routing, VLAN, WLAN, WAN, VPN)
• Excellent working knowledge of all aspects of Microsoft 365 and associated services, including Microsoft Identity Management (Entra ID), Microsoft Intune, SharePoint, Teams, OneDrive, and Windows Defender for 365.
• Excellent working knowledge of Microsoft Azure IaaS, including migrations and new builds.
• Excellent working knowledge of standard Antivirus (EDR/MDR) and Backup Applications and Solutions
• Excellent working knowledge of Windows Servers and have worked with and implemented all key server technologies such as Active Directory, DHCP, DNS, DFS, File & Print Services, Group Policy, and Remote Desktop Services.
• Excellent working knowledge and understanding of Virtualisation Technologies such as VMware, Hyper-V, and Azure Virtual Desktop.
• Strong PowerShell Scripting Skills
• Strong working knowledge of Linux OS, Build, Configuration and Administration.
• Cybersecurity Skills and understanding of various frameworks such as Essential 8 and ISO27001
• Strong Analytical and Troubleshooting Skills

Highly Desirable

• Experience and technical working knowledge of
• Sophos XG/S Firewalls or equivalent (firewall rules, NAT rules, SSL and IPSEC tunnels, Routing
• Sophos Advanced Endpoint Security or similar
• Microsoft Technical Certifications MS-100/101 and AZ-104
• Working with an RMM tool such as N-Able RMM, Datto, Kaseya, Connectwise RMM or similar
• Working with ConnectWise Ticketing or similar
• Working with Meraki Firewalls, Switching and Wireless Access Points or similar
• Telephony VoIP Skills and Microsoft Teams Calling
• ITIL understanding

Personal Attributes Required

• Excellent verbal and written communication skills
• Well Presented (Neat and Tidy)
• Self Motivated
• Excellent Customer Service Skills - You will be customer-facing!
• Ability to Work Under Pressure
• Enjoys working with a team and helping others

GKM2 Benefits

• Working with a small organisation that values their employees
• An easy-going environment and culture (we all enjoy what we do)
• Company Laptop
• Ongoing Training
• Work from Home
• Work with a wide variety of technologies - never gets boring here!
• Lead the Team and work directly with the Business Owner and Solutions Architect.
• Paid Certification Exams