L3 Support Engineer

About VIS Global Pty Ltd

VIS Global Pty Ltd is a prominent provider of enterprise communication and customer experience management solutions serving a variety of industries. They specialize in sophisticated voice, unified communication, data networking, video, and customer experience technologies. Their comprehensive services encompass consulting, solution design, implementation, training, and ongoing support. Working here offers the chance to develop strong technical know-how and engage with a broad range of enterprise clients.

Primary Responsibilities

• Offer advanced Level 3 technical assistance related to hardware, software, and network concerns.
• Identify and fix issues related to desktops, laptops, printers, and peripherals.
• Support Windows operating systems along with Microsoft Office applications.
• Troubleshoot network connectivity problems including TCP/IP, DNS, and DHCP.
• Utilize remote support software to aid end users effectively.
• Handle incidents and service requests while adhering to predefined SLAs.
• Escalate unresolved matters to suitable support teams promptly.
• Keep precise documentation and update support tickets continuously.
• Provide outstanding customer service and maintain clear communication with users.
• Work collaboratively with internal departments to ensure quick resolution of issues.

Required Skills and Experience

• Background in desktop support, service desk, or IT helpdesk roles.
• Proficient troubleshooting expertise with Windows OS and Microsoft Office.
• Familiarity with Active Directory, Office 365 platforms, and remote support tools is highly preferred.
• Basic comprehension of networking principles such as TCP/IP, DNS, and DHCP.
• Strong verbal and written communication skills.
• Exceptional customer service orientation and problem-solving capabilities.
• Ability to operate independently as well as collaboratively in a team environment.

Additional Preferred Qualifications

• Experience with data backup and restoration procedures.
• Understanding of endpoint security measures and antivirus software.
• Relevant IT certifications including CompTIA A+, Microsoft certifications, or ITIL are considered beneficial.