IT Support Engineer

Are you an IT Support Engineer with a knack for solving technical problems and a passion for helping others? As an IT Support Engineer, you'll work with a dynamic team and cutting-edge technology in a supportive environment. We value continuous learning and career growth, offering opportunities to develop your skills further.

About Sharesource:

We are a BCorp company whose purpose is to democratise opportunities for individuals from developing countries. With our brand and culture empowering our partners to attract and keep the most qualified members, we share the knowledge to unleash potential and grow scaling teams for Australian and Canadian businesses.

What are we looking for?
IT Support Engineer will be responsible for supporting all aspects of the IT systems and services, ensuring the security and integrity of computer operations and systems development. This role requires exceptional organisational skills and the ability to work effectively with diverse teams across various locations and time zones.

What are you expected to do?

Cloud Infrastructure Support

• Maintain high standards of system and data security to ensure the integrity of the TechConnect network.
• Manage Intune device management, including:
  • Configuration profiles
  • Compliance profiles
  • Endpoint Security Baselines & Hardening
  • Application deployments and patching
  • Exposure management
  • Oversee cloud security management across AWS and Azure environments via Defender for Cloud and AWS Security Hub.
  • Monitor the performance of TechConnect systems, escalating and resolving issues appropriately.
  • Patch Landing Zone Accelerator deployments.
  • Manage and support all TechConnect third-party services such as VoIP, , Connectwise, and Partner Portals.

Integration and Automation

• Manage and support and Connectwise.
• Develop skills in Power Automate, Power Apps, and AI/ML tools to support CI/CD processes.
• Oversee the integration between applications to ensure workflow continuity.
• Automate system updates and patching processes.

Microsoft 365 Support

• Provide support for Microsoft services, including Exchange Online, SharePoint, MS Teams, and OneDrive.
• Manage CSP & SPLA Service Management, including Microsoft 365 License management and Azure subscription management.
• Respond to phone, email, and ticket inquiries professionally and promptly.
• Assist clients or staff through various support channels (face-to-face, email, telephone) to set up systems or resolve issues.
• Troubleshoot technical issues to resolution or escalate to supplier or partner organisations as required.
• Serve as the first point of contact or an escalation point from Level 1 for all support tickets.
• Escalate complex issues to Level 3 as necessary.
• Log all incidents and service requests in the designated Helpdesk system.
• Manage Helpdesk tickets, planning and prioritising to minimise backlog and ensure operational efficiency.

Transition Management

• Manage all Managed Service Transitions.
• Provide technical assistance to project teams and undertake technical project roles as required, supporting the roll-out of new applications and solutions.

Reporting

• Develop and manage reports using PowerBI and Bright Gauge.

Soft Skills

• Build and contribute to service documentation and knowledge base.
• Promote a culture of service excellence and continual improvement within the IT team.
• Maintain and develop excellent working relationships with key suppliers, ensuring professional and appropriate interactions.

You'll be a great fit if:

• You have a minimum of 5 years of experience and have relevant IT/industry experience and/or qualifications, particularly in Microsoft O365, Azure, and AWS.
• You are knowledgeable and have an understanding of IT Management principles.
• You are a tech enthusiast and demonstrate a strong interest in technology.
• You are a problem solver and possess strong problem-solving skills, with the ability to investigate issues and identify and prioritise appropriate solutions.
• You are a team player and have confidence in dealing with people and possess well-developed written and verbal communication skills.
• You have professional conduct and maintain high standards of professional behaviour when dealing with suppliers, staff, and clients.
• You are an effective communicator and exhibit excellent listening skills and communicate effectively with staff and suppliers.
• You are adaptable to changing processes with a focus on continuous improvement.
• You are detail-oriented and maintain accurate records.
• You are supportive and willing to assist other employees with the use of various technologies.
• You are a relationship builder and have the ability to build professional relationships with key stakeholders and staff.
• You are flexible and willing to work outside standard hours when required.

Here are the benefits of joining our team:

• Competitive salary and professional development
• Collaborative client partnerships and a fun, inclusive work environment
• Opportunities for leadership, expertise, and global client exposure
• Monthly coaching, training, and career development
• Remote work flexibility and a flexible hybrid model
• Engage in social impact activities and industry impact
• Achieve work-life balance and flexibility to support personal commitments

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Why work for Sharesource?

Our clients come from all walks of life and so do we. We hire hundreds of skillful individuals from a wide variety of backgrounds, genders, ages, and personalities to live out our diverse culture and make a positive impact on the world

Our 5 Values:

• Make a social impact: We balance our work for client teams and for society by constantly making a positive impact.
• Be proactive: We encourage brave thinking and continuous improvement, and drive change through action.
• Create value: We create measurable values for our stakeholders: our teams, partners, suppliers, investors, and communities.
• Be fair, open and honest: We foster equality and inclusivity in a supportive environment that embraces diversity and celebrates achievements.
• Add fun, passion and love: We prioritise fun and passion, fostering higher engagement and a positive can-do attitude.

What makes us different?

Our culture code. You will be a part of our vibrant company culture and experience a workplace where your contributions are valued, your growth is encouraged, and your opinion is respected:

• Challenged, autonomous, momentum
• Learning, growth mindset
• Lead by our values
• Heard, cared for, make good friends

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What happens after you submit your application?

The whole process takes around 4 weeks:

• There will be 3-4 interviews and a possible assessment from our client partner. You will undergo an initial interview, a culture interview, and 1-2 interviews with our cool client. This will run for about 1-2 weeks but we will let you know if we need to ramp it up. Be yourself and have fun.
• We will constantly communicate with you as to the development of your application. You can also directly communicate with us to ask us about the status of your application.
• If all goes well, we complete the reference check and provide other necessary requirements so we can offer you the job right away.

We would be grateful if you have these already:

1. Fit to Work/Health Card (Basic 5 employment medical tests)
2. NBI Clearance
3. Social IDs - PHIC, SSS, HDMF, TIN
4. Character references with contact info

At Sharesource, we believe in the value of diversity and inclusion. We are committed to creating a diverse, respectful, and inclusive workplace, and we do not discriminate based on factors such as race, gender, religion, sexual orientation, or disability.