What you’ll be doing

• Remediation actions in response to telephone and email user requests for system changes, errors, problems and incidents
• Remote support and Sydney onsite client support
• Contact for the resolution of issues with third party applications and liaising with third party software vendors
• Project delivery tasks relating to new solutions including Security, Cloud, Networking, Infrastructure and Virtualisation
• Consult and collaborate with key stakeholders
• Work closely with solution architects, senior engineers, project managers and the sales team to deliver required outcomes
• Contributions to the knowledgebase and design documents and maintain and update where required
• Manage support tickets via our Professional Services Automation (PSA) ticketing system
• Utilise our Remote Monitoring & Management (RMM) tool for proactive maintenance tasks surrounding servers, networking, backups and monitoring of automated alerts
• Update as-built documentation to be provided internally and to customers
• Assist with the support and maintenance of Datcom Cloud internal IT systems
• Support and maintain customer environments to ensure our support SLA’s are being met
• Providing operational support for the internal Datcom technical services team
• Involvement with incident response support and reporting

What we are looking for

Dependent upon skill level and experience, candidates will have L2 knowledge in implementation, configuration, troubleshooting, and migrations across some or all of the below:

• Windows Server, Active Directory and Exchange
• Microsoft Azure
• Microsoft 365 Core Apps (Exchange Online, Office Online, Teams, SharePoint Online)
• Microsoft 365 Power Platform
• Microsoft 365 Security and Compliance
• VMware/Hyper-V Virtual Environment
• Email Security and Endpoint Detection & Response Solutions

With the following being desirable

• Microsoft, Azure, VMware, Citrix, Cisco or HPE Certifications
• Cisco and/or Aruba Switching
• Cisco and/or HPE Routing
• Palo Alto Networks Firewall & Security devices
• Virtual Infrastructure administration (VMware and/or Hyper-V)
• Citrix
• Backup system implementation and administration
• Experience working within a Network Operations Centre

The following prerequisites are essential

• Minimum of 2 years’ experience working for a Managed Service provider (MSP)
• Excellent customer service, including fluent verbal and written English
• NSW Drivers License
• 
  

Send your CV and cover letter to hr@datcom.com.au.