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.

This role sits within our Afterpay / Clearpay (UK Brand) Customer Service team and will play a key role in ensuring we meet our Service Delivery obligations specific to a number of speciality global processes across a number of different aspects of Customer Service Support (such as Social Media, Payment Investigations and Remediation activity when required). 

We are passionate about delivering an effortless customer experience measured through fast and easy resolution. This role leads a team focused on solving customer problems every day. As a CS Global Support Team Leader you will have accountability for the performance of a local team alongside a 24*7 offshore team(Partner based). 

Given the constantly evolving nature of our business and operation; the scope of processes cared for within the Global Support team will likely evolve over time

Primary reporting line: 

Customer Service Operations Manager

Key responsibilities:

• Responsible for the service delivery (measured through Time to Resolve, Average Speed to Answer, QA and Productivity goals) of key Customer Service (CS) speciality processes; primarily focused on Social Media servicing channels and Payment Investigations service contacts. 

• Play a key role in identifying internal tech incidents impacting customers / service delivery and partnering with Global CS leaders and the wider Operations community to build and implement remediation plans as required from Tech incidents. Liaise with other functions as needed to solve issues from time to time (Product, Marketing, Legal and Compliance)

• Run the Global Support Team; participate and lead  daily, weekly and monthly operating rhythms that drive our CS engine; such as daily huddles, team meetings and weekly, fortnightly and monthly process performance reviews both internally and with Partner teams as required

• Coach, performance manage and support the development  as per guidelines for direct reports and work in consultation with Partner TLs / Managers to ensure Parter team members performance meets expectations

• Prepare weekly/monthly Operations reports and lead partner performance reviews as needed

This role is responsible for assisting the Sales team in their day to day efforts.

You will attend meetings to work with clients to identify their needs, take minutes, and develop custom proposals to meet their needs. In addition, you will work through pre-sales to develop supporting documents and ensure all deals are tracked through the Customer Relationship Management (CRM) solution. The following outlines the responsibilities of this role:

• Develop and Review proposals through online solutions and in MS Word
• Support the sales team with client quotations
• Document all relevant client information and interaction via the CRM
• Maintaining relationships with existing customers and vendors
• Preparing PowerPoint presentations and sales displays
• General sales administrative and ad hoc tasks

This pivotal role will form close relationships across the Offensive, Defensive and Advisory teams to gather information as needed to develop customised proposals.

This role will require someone with a keen eye for detail. We are looking for a self starter who is driven and self-motivated. You will need to be a team player as this role works with all members of the Triskele Labs team.

For this role, the following traits are required as a minimum:

• Critical thinking and ability to be quick on your feet
• Exceptional written and verbal skills
• Ability to quickly develop and nurture relationships
• IT fluency mandatory
• Ability to solve tough problems
• The ability to handle pressure and meet deadlines
• Skill in prioritising and triaging obligations
• Attention to detail
• Excellent time management and organisation

Triskele Labs are an equal opportunity employer and this role is open to all applicants.

Benefits of the role include:

• Market rate salary.
• Up to 12 weeks paid parental leave for primary or secondary care giver
• Employee Assistance Program
• Flexible work arrangements

We believe we have the best culture in any cybersecurity company in Australia. Our team all strive for the best and look after each other. This role will take us to a team of over 45 with sights set on 100+. We provide support to all our team members including an Employee Assistance Program (EAP) and have a highly inclusive and collaborate culture and approach to everything we do.