L2-L3 IT Support | Australian Account

Platinum Outsourcing is one of Australia's fastest growing companies, we are a co sourcing BPO – operating out of both the Philippines and Indonesia. We are a fast growing scale-up, opening our first offices in the Philippines only 4.5 years ago, currently a global team of 250, we have plans to expand to 500+ employees over the next 3 years.

We are seeking an experienced Level 2-3 Helpdesk Technician, who has a minimum 5 years experience working in at an L2 level ideally within an Australian MSP or similar.

Our client is the leading provider of paramedics, event first aid and emergency medical services for public & private events and industry across Australia.

Responsibilities:

• Ticket Lifecycle: Manage the helpdesk queue, ensuring all L1 issues are logged, categorized, and resolved within established SLAs.
• System Monitoring: Monitor server performance and backup integrity (e.g., Veeam, Datto) to ensure zero data loss.
• Hardware Provisioning: Remotely assist in the imaging and deployment of workstations using MDM tools like Intune or Jamf.
• Documentation: Maintain an up-to-date Knowledge Base (KB) for both internal IT processes and end-user self-service.
• IT System Projects and Maintenance: support roll out of IT platform updates and changes
• Database and System Management: e.g. MYSQL Cloud
  

Must haves:

• 5+ years of demonstrated experience in an L2 IT support capacity, ideally in a MSP environment
• Microsoft Certified
• Networking / Firewall experience
• Exceptional communication and interpersonal skills
• Tertiary qualifications in IT or a related field

What we offer:

• Work for one of Australia's fastest growing outsourcing companies
• HMO Day 1 (Primary and Dependent)
• Above market compensation package
• 20 days leave
• Quarterly Massages
• Regular team building and company activities
• Unlimited opportunities for employee referral incentives
• Diverse and supportive work environment
• Brand new IT equipment