Job description
We are seeking a dedicated and experienced Level 2 Helpdesk Technician to support our Australian client. As a Level 2 Helpdesk Technician, you will play a crucial role in delivering technical support, resolving escalated IT issues, and maintaining client systems and networks. This position requires strong technical knowledge, excellent communication skills, and the ability to provide outstanding client service within a Managed Service Provider (MSP) environment.
Responsibilities:
- Provide Level 1 and 2 technical support for desktop, server, and network issues.
- Assist with user onboarding and offboarding processes including account provisioning and device setup
- Troubleshoot and resolve issues related to Windows desktops, Office365, and Active Directory.
- Monitor and manage client environments using RMM tools.
- Support network devices including Cisco Meraki and Ubiquiti.
- Assist with backup and advanced email security solutions using Acronis.
- Respond to security alerts and incidents from Huntress EDR.
- Support VoIP systems including 3CX and Cisco Unified Communications Manager (CUCM).
- Document issues, resolutions, and procedures in the ticketing system.
- Communicate effectively with clients to ensure high levels of satisfaction.
- Collaborate with other technicians and escalate complex issues when necessary.
Desirable Skills and Experience:
Must-haves:
- Minimum of 5 years of experience in a Helpdesk or Technical Support role, preferably within an MSP environment.
- Proficient in Windows desktop and server administration, Office 365, and Active Directory.
- Experience with RMM tools (e.g., NinjaOne).
- Strong understanding of Cisco Meraki and Ubiquiti networking devices.
- Knowledge of VoIP systems, especially 3CX and CUCM.
- Familiarity with backup solutions (Acronis) and email security management.
- Awareness of endpoint protection and security response tools (e.g., Huntress).
- Excellent problem-solving, troubleshooting, and analytical skills.
Nice to haves:
- Certifications such as Microsoft, Cisco (CCNA/CCNP), or equivalent.
- Experience supporting Australian small-to-medium business (SMB) clients.
- Strong documentation habits and customer-oriented communication style.
- Ability to work independently and collaboratively in a fast-paced MSP environment.
Perks and Benefits:
- 13th Month pay
- 12 sick leaves per year
- 12 vacation leaves per year
- Maternity or Paternity leave
- HMO from day 1 + one free dependent
- Life insurance upon regularization
- MediCash for personal and dependents use
- Rice, clothing, laundry, and meal allowance
- Achievement Allowances
- Birthday Treats
- Company Events and Treats
- Online trainings/Webinars
- Career advancement and promotion opportunities
Job Type:
- Work from home
- Full-time
- Mid-Level
Schedule:
- Day Shift (Australia-based client)
- Monday to Friday
About the Client:
Our client is a dynamic Managed Service Provider (MSP) delivering reliable IT support and solutions to small and medium-sized businesses across Australia. Their mission is to provide secure, scalable, and high-performance technology services that enable clients to focus on their growth. With a strong emphasis on innovation and customer satisfaction, they are committed to building long-term partnerships through proactive and dependable IT management.
About Kwanii:
Kwanii is a BPO company with operations in Australia and the Philippines. With a strong commitment to excellence, we aim to provide outstanding outsourcing solutions for businesses of all sizes. The company values transparency and honesty, ensuring that clients receive reliable and accurate services. Kwanii also prides itself on its proactiveness and adaptability, staying ahead of industry trends and adjusting strategies to meet the evolving needs of clients. Whether it’s customer support, data entry, back-office processes, or other outsourcing requirements, Kwanii is dedicated to delivering high-quality solutions that drive both efficiency and growth.
