Systems Engineer (L2) - Service Desk

About the role

Brennan is hiring a Level 2 Systems Engineer for its Service Desk. You will provide excellent customer service to all clients contacting the desk, act as the first point of contact for technical assistance and deliver comprehensive technical support to resolve client issues.

Key responsibilities

• Interpret and transcribe customer issues and requests, and handle tickets accurately and productively in ServiceNow or another case management tool
• Troubleshoot technical support issues, explore multiple root causes and follow the incident assessment and resolution process
• Work autonomously and collaboratively, manage multiple client environments and prioritize requests
• Handle ad-hoc and after-hours support, keeping escalation and triage documented so operations run as usual
• Document core application dependencies, escalations and ownership in Biki, and follow Brennan and ITIL processes
• Maintain phone etiquette, attend shifts punctually and stay resilient under pressure

Required profile

• Degree or diploma in a related IT discipline
• 3-5 years of experience in a similar capacity
• Strong listening and written communication skills, good time management and attention to detail
• Customer-oriented, able to empathize and work well in a team

Required skills

• Windows 10/11, macOS/Linux and Windows Server, Active Directory, DNS, DHCP
• M365 Admin Center, Intune and Azure
• Virtualization (Citrix, VMware, Hyper-V)
• Antivirus alert management (e.g. Sophos, Sentinel One, CrowdStrike) and print server troubleshooting
• Configuring Apple, Windows and Android phones
• Desirable: ITIL best practices; Microsoft certifications such as AZ900 or MS900

What we offer

• Training and certification bonuses
• Culture awards and an annual all-expenses-paid trip for top performers
• Discounted hardware and software, and a workplace focused on learning and development