SDAL2 Patch Management Specialist

Service Desk Analyst Level 2 /Patch Management Specialist

• Work remotely – any where in Australia
• Newly created Role
• Cyber and Cloud Technologies!

This client is an award-winning Managed Service Provider with a varied and high-profile client base. Due to rapid expansion, we are seeking an outstanding individual to undertake the newly created role of Service Desk Analyst (Level 2)/Patch Management Specialist. The environment is fast-paced and is a rare opportunity for you to make a genuine impact in a company that focuses on a culture that embraces creativity, fosters innovation and offers real career progression. This will be your chance to demonstrate delivering results for customers and building strong customer relationships. You will be collaborative, team orientated as well as being able to work autonomously.

    Reporting to the Azure Security & Compliance Manager your responsibilities will include but not limited to:

• Administer the patch management process for selected clients, using a range of provided tools, to ensure designated systems are patched and update to date
• Engage with the customer’s Change Management process, to ensure servers are safely updated, and any patch failures are captured for resolution.
• Follow a designed process, including managing and using systems and tools such as Azure Backup, Manage Engine Patch Manager, MS Defender and remote management tools
• Manage and monitor processes after usual client business hours (AEST), following a designated process, and escalate for any out- of- band events.
• Assist with security event investigations, reviewing and analysing logs, working with a larger security team and contain any potential threats.
• Be able to answer queries accurately and quickly, with a natural ability to predict the customer needs and requirements.
• Manage customer expectations by providing clear communication to clients, team members and other stakeholders on the progress and resolution of work.
• Provide technical support to major Australian projects, with a particular focus on SEQ sites and work.
• Record all work in compliance with company policy
• Evaluate and modernise documentation, including user guides and internal knowledgebase.

Demonstrated Key Competencies:

• A high skill level of Windows and Mac desktop support, and an understanding of core networking principles and technologies.
• Experience with patch management tools
• Level 2 IT support experience – preferably in a professional services environment;
• Basic Azure knowledge
• Experience with Autotask (or another ITIL-compliant ticketing system);
• Excellent customer service skills, with experience working in a high-demand environment.
• Ability  to prioritise  and multitask
• The ability to provide excellent customer service and provide clear verbal and written communication skills.
• Technical and solutions focused with demonstrated attention to detail.
• Excellent time management skills.
• Quickly learner
• Desire to up skill on different types of technologies.
• An ability to work autonomously
• A current driver’s licence.
• Certifications in Microsoft product support and ITIL frameworks are preferred not essential.

Please note, if you are located in Perth your hours will be 10.00am – 6.00pm if located anywhere else you will be required to start early afternoon. Overtime and time in lieu are available. This role is remote however you will need to visit the office on an ad hoc basis.

For further details contact Rosa on 03 9347 7780 or email your resume to rosa@micalerecruitment.com