Team Lead / Level 3 Senior Consultant

Full Time
Sri Lanka
Posted 2 weeks ago

MicroChannel is a multi-award-winning business solutions and technology provider, servicing mid-sized to large companies.  Founded in 1995, MicroChannel has 200+ employees and 1,400+ customers located across Australia and Asia-Pacific regions. We sell and support world-class products from leading vendors, covering a full range of end-to-end operational and back-office technology solutions. With offices in Sydney, Melbourne, Brisbane, Perth, New Zealand, Singapore, Kuala Lumpur and Sri Lanka, and with over 60 Awards received from Microsoft, SAP, Sage, IBM and other global companies, MicroChannel is one of the leading and most respected business technology solution providers in the APAC Region. 

Role Brief: 

The Team Lead / Level 3 Senior Consultant provides desktop, server and Web support to all MicroChannel Clients.  The work consists of remote support to end users via remote control software and telephone, as well as remote server work and monitoring. Generally, the work is Level 3 cases, however Level 1 and 2 cases will also be tended to when needed. As a Team Leader, you will also provide technical guidance and training to the Level 1 consultants and manage the support requests for the team.  

 Key Duties:

  • Troubleshooting Cloud, Network and Server problems
  • Maintenance and support of server hardware and software
  • Update and document changes to our clients
  • Effective communication with Managers and other Team members, ensuring they always have a clear understanding of technical issues and their resolutions
  • Follow company processes, industry best practices and internal procedures
  • Monitoring systems for issues
  • Delivery of IT Projects
  • Ensuring Data backup and Disaster Recovery for our clients is working
  • Providing recommendations for Clients and their systems
  • Providing guidance and technical assistance to level 1/2 engineers
  • Conduct and manage scheduled maintenance for clients
  • Manage the support requests coming into the Sri Lanka support team

Technologies:

  • Experience in supporting, troubleshooting & deploying Microsoft Windows server and desktop operating systems
  • Experience in Office 365
  • Experience in Microsoft Azure and/or AWS
  • Microsoft Certified Professional (2012 or higher)
  • Competent with DNS, Internet, Routing and network troubleshooting
  • Experience in Firewall technologies
  • Experience with Citrix or RDP
  • Experience with VMWare – HA and DR
  • Experience with Veeam Backup & Replication

Experience:  

  • At least 5 years in a Microsoft Technology support role
  • Experience training and/or managing level 1 staff
  • Experience in a MSP environment supporting multiple customers is preferred
  • Experience with ticketing and RMM tools
  • Proven delivery of complex projects

Working hours are Monday to Friday, 6.00am to 3.00pm

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