About the role  

Resimac has an exciting opportunity for an experienced 2nd Level Support Engineer to join our Technology team and support our internal stakeholders.  

Reporting to the Platform Engineering Manager, this role is responsible for effective desktop installation/configuration, operation, and first line support of all systems, end user computer hardware and software.  

This role involves handling operational tasks through the ticketing system, including incidents, service requests, problems, and change requests. You’ll ensure all customers receive a responsive and helpful level of service and escalate to internal teams or external vendors when needed.  

What you will doing:     

• Proactively identify problems and co-ordinate / perform root cause analysis to resolve.  
• Proactively improve and enhance desktop and application services reliability and efficiency.  
• Serve as a point of contact for resolving complex technical problems related to hardware, software, network, and system issues.  
• Responsible for proactive day to day management of desktop platforms and systems which relate to IaaS, PaaS, SaaS, BaaS.  
• Proactively monitor systems and respond to issues with a customer-first mindset.  
• Develop and maintain documentation, knowledge base articles, and training materials for IT support teams and end-users.  
• Prepare reports for the Technology Operations leadership team as required.  
• Participate in on call support roster and be available to work outside business hours, as required     

About You   

• Bachelor's degree in computer science, Information Technology, or related field (or equivalent work experience).  
• Understanding of ITIL framework.  
• Strong knowledge of operating systems (Windows, Linux), hardware components, and network protocols.  
• Administration, usage and configuration of Remote management tools (PatchMyPC, N-able)   
• Administration, usage and configuration of Intune (Mobile Devices, Laptops, Appx)  
• Understanding of Virtualisation tools (VMWare, Citrix)  (DE: added line break) 
• Troubleshooting, administration and configuration of Microsoft stack (AAD, SCCM, SQL, O365, SCCM, Teams)  
• Understanding of hosted / cloud services IaaS, SaaS, PaaS 
• Basic scripting skills in one or more of PowerShell, bash, or Python
• Strong customer service skills  

What's in it for you?   

• Resimac offers a collaborative culture that encourages career growth, professional development and workplace flexibility.  
• With a focus on our people, Resimac offers several employee benefits including:  
• Supportive and friendly environment where we pride ourselves on being approachable  
• WFH Flexibility  
• Wellness hour - Get 2 hours each month to take back time for yourself!  
• Internal opportunities to cross train in other teams/areas of the business  
• Reward platform with access to discounts, deals and cashback offers  
• Monthly cake day to celebrate birthdays  
• Breakfast Bar - daily breakfast provided by us to help fuel your day!  
• Other outstanding benefits including paid Parental leave (16 weeks), volunteer opportunities, salary packaging, EAP, Reward platform and external professional development opportunities  

Resimac is committed to building a diverse and inclusive business and encourages applications from Aboriginal and Torres Strait Islander peoples, LGBTI and related communities, mature workers, people living with a disability and different cultural backgrounds.  

Please note that unsolicited applications from recruitment agencies will not be accepted