Join a Growing, Innovative IT Company

T4B is an IT support company headquartered in Southeast Melbourne, with satellite offices in Bendigo and Brisbane that specialise in managed IT services and hosted phone solutions. Our clients range in size from 5 to 200 staff and we support a diverse range of on-premise and cloud technologies.

As a direct benefit of our expansion strategy, we are currently experiencing an exciting period of client growth and are excited to be searching for a Systems Engineer and Field Tech for our Melbourne operations.

Work in a Supportive and Empowering Culture

At T4B, we are a family friendly and sociable group of people, and our clients appreciate our technical prowess and personalities. We promote autonomy and empower our team to make decisions. As important as technical experience is, personal attributes are what set us apart from our competitors, as we are a company with personality! 

Embrace our values:

Quality

Integrity

Agility

Team First

Respect

Combination of in office and field based work.

We are seeking an experienced, enthusiastic, well-spoken, presentable, and highly skilled Technical Support Engineer to join our team who is equally happy to be in the field as at their desk. You will be based in our Chelsea Heights office so you will have the opportunity to mentor other team members and be mentored by senior team members.  Being a self starter and a great time manager will be critical.

What we offer

• Competitive Salary

• Regular team events

• Flexibility - good work/life balance

• Opportunities for growth

• Professional Development

Job Objective:

As a technical support engineer, your primary responsibility will be to resolve technical issues for our clients as assigned via our ticketing system (ConnectWise Manage).  As our first Queensland employee, you will be required to do some onsite work for our Brisbane and Gold Coast based clients, and when you are not carrying out site-based work you will form part of our remote support team. 

You will be empowered to build strong direct client relationships making you a trusted resource. You will be empowered to make decisions which will help grow your skillset. You will provide exceptional customer service and ensure absolute client satisfaction.  Through effective communication and proactive thinking, you will identify opportunities for our clients’ environments to be enhanced. Your role will involve collaboration with other team members to ensure best outcomes. We are seeking a proactive and results-oriented professional who thrives in a dynamic and fast-paced environment. 

Key Responsibilities 

1. Resolution of tickets: Complete assigned work in within allotted time and in accordance with our Service Level commitments

2. Time management: Continuously achieve minimum time utilisation goals of 80%, respond to tickets as per your schedule/or manage expectations as required.

3. Customer Service: Deliver exceptional customer service by promptly addressing client inquiries, concerns, and escalations. Ensure timely resolution of issues and provide ongoing support to maintain long-term client partnerships.  

4. Team Collaboration: Work closely with cross-functional team members to coordinate activities and deliver comprehensive solutions to clients. Share client feedback and insights to enhance client experience. 

5. Technical Knowledge: Stay updated with industry trends, developments, and emerging technologies relevant to our clientele. Leverage this knowledge to deliver premium outcomes for our clients.   

Skills and Experience:

You should have 5 or more years’ experience in a technical support setting, ideally with a Managed Services Provider (MSP)

Ideally you will be familiar with PSA, RMM, and Documentation tools such as ConnectWise Manage, N-Able and IT Glue.

You will be very familiar with supporting Windows Desktop and Server OS and the Microsoft 365 suite. 

Exposure to SOPHOS XG/XGS firewalls, Datto backup solutions and (freepbx) PBX solutions will also be highly regarded. 

If you have achieved, or are working towards Microsoft certifications your application will be significantly favoured. 

Key Performance Indicators

• Billable Utilisation

• Time Budgets: complete tasks in the allotted time

• Technical know-how: Technical experienced consistent with the role

• Admin – ensuring tickets are always up to date and client documentation is routinely updated as required.