About Us

blueAPACHE is an Australian owned award-winning Managed Service Provider, recognised for the 5th year running, as Mid-Market Partner of the Year at the ARN Innovation Awards.

We pride ourselves on being a genuinely great place to work, with a vibrant culture, clear vision, and strong leadership. When joining blueAPACHE, you are joining an organisation that is driven by our core values of employee and customer experience. We are proud to be an equal opportunity employer and are committed to building a diverse and inclusive workplace where we embrace our individual talents, and our differences.

The Role

We have an exciting opportunity for a L2 Service Desk & Onsite Engineer to join our busy Service Centre Team in Sydney. 

The role will be based in Alexandria and will be predominately L2 helpdesk/phone based work with occasional travel between customer sites which are both located within Metro and regional NSW as and when required. 

The successful candidates will have previous MSP experience and provide helpdesk support to ensure the smooth operation of IT services for our customers.

2+ years of experience working within a Service Desk or Field Services role.  

Basic understanding of IT Infrastructure with some experience including networking technologies such as routers and switches (switching, routing, VLAN, WLAN, WAN, TCP/IP, Radius, VPN).  

2+ years Active Directory, DNS, DHCP and group policy experience  

2+ years experience working with a ticket management system.  

Qualifications

A valid Driver's Licence and your own transport

IT degree or Diploma

blue APACHE continues to grow alongside some of Australia’s leading midmarket businesses, our valued clients. We continue to stay abreast of current technologies to maintain our competitive advantage, offering the opportunity to continually expand your technical expertise and provide an uncompressing offering to our clients. We recognise our people are our most significant differentiator.

• We offer options for you to interview virtually.
• blueAPACHE offers an environment to make a real difference, develop careers within a supportive and rewarding environment.
• Regular social events and an awesome culture – work with a team of experts in their field
• Health Insurance discount with Medibank
• Discounts on 1000’s of products
• Novated leasing available for all employees
• Employee Assistance Program from The Mind Room
• Ongoing training and development including paid certifications.
• Quality hardware and laptop provided.
• Employee referral programs - once you are in and you are loving it - you can refer a friend and get paid for it!

Please note, all offers of employment at blue APACHE are subject to Police Clearance Checks.

You will play a crucial role in providing technical guidance for the Sonar OSS/BSS platforms within Engineering. This hands-on position involves developing new features that align with our business objectives and customer needs. You will  focus on enhancing engineering practices, coaching team members to improve agile processes, and providing technical direction for key projects and initiatives.

Your responsibilities will include leading technical decisions across projects, overseeing solutioning, development, deployment, and support of our OSS/BSS platforms. These platforms are integral to provisioning and managing our global voice/data network, specifically in Australia, New Zealand, and Singapore.

After-Hours Support: This role includes participation in the team's after-hours support roster (level 3), which rotates weekly for critical production platforms. We prioritize resilient and self-healing platforms, and your leadership will ensure that necessary efforts are made to achieve this goal.

We are seeking a dynamic and customer-focused professional to join our team, dedicated to delivering exceptional support and service. In this role, you will be at the forefront of troubleshooting and resolving technical issues, ensuring smooth and efficient processes across departments.

As a key player in our customer support team, you will manage complex cases, mentor colleagues, and collaborate closely with our development and product teams to drive continuous improvement and customer satisfaction. If you thrive in a fast-paced environment and are passionate about enhancing the customer experience, we want to hear from you.

• Investigate, troubleshoot, and replicate issues to either resolve them or work with the development teams for further action. 
• Ensures delivery of excellent customer service through fast and accurate processing of requests, communication, and coordinating with other departments to resolve inquiries.  
• Identify and escalate critical or sensitive cases by collaborating closely with the Customer Support Manager, ensuring timely resolution and customer satisfaction. 
• Mentor and Serve as a resource for challenging cases and process-related inquiries, providing guidance and support to the team. 
• Deliver comprehensive training on specialized topics and advanced troubleshooting techniques 
• Independently manage complex tickets, tasks, and responsibilities, ensuring that issues are resolved efficiently and effectively. 
• Act as the internal and external escalation point for intricate ticket management, leading case escalations, and offering strategic guidance to the team. 
• Investigate and resolve customer complaints, ensuring that all resolutions meet or exceed customer expectations. 
• Communicate effectively with product managers and development teams, providing clear and concise information on escalations and customer inquiries. 
• Customer Beta Testing Liaison: Collaborate with the Product team and work with customers in the Beta group during product and version beta testing periods. 
• Maintain a thorough understanding of KPIs (Key Performance Indicator) including SLAs (service Level Agreement), ensuring all customer interactions are timely and meet company standards. 
• Collaborate with the Product team and work with customers in the Beta group during product and version beta testing periods. 
• Develop and contribute to Knowledge Base articles, creating valuable resources for both internal team members and external customers. 
• Builds and maintain business relationship with clients through open and interactive communication