Level 2 Service Desk and Onsite Engineer
for sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. The posting includes "About Us" which is about company; we can treat as "About the role"? Actually "About Us" is about company, not role. The instruction: use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we need to map content accordingly. The posting includes "About Us" (company description). Could map to "About the role"? Might be okay. But we must not repeat job title as heading. No job title given. We'll include sections: About the role (using About Us content), Responsibilities, Requirements, Qualifications, Skills (maybe from responsibilities list?), Benefits. Pay and Schedule not present, so omit.
We need to use - for any list of duties/requirements/benefits, and
for prose.
We must preserve all substantive information, remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, application instructions. The posting includes "Please note, all offers of employment at blueAPACHE are subject to police clearance checks" - that's not boilerplate? Might be considered a condition; but it's not EEO. It's a requirement? Might keep as part of Requirements? It's a condition of employment. Could include as a
under Requirements or separate? Probably include as a note under Requirements.
Also "We offer options for you to interview virtually." is a benefit? Could be under Benefits.
We need to avoid filler like "commensurate with experience" etc. Not present.
We need to extract content:
About Us: blueAPACHE is an Australian owned award-winning Managed Service Provider, recognised for the 7th 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.
We need to remove EEO boilerplate? The instruction says remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate. The sentence about equal opportunity employer is EEO boilerplate; we should remove that. Also "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." That's EEO; remove. Keep rest.
Thus About Us paragraph: "blueAPACHE is an Australian owned award-winning Managed Service Provider, recognised for the 7th 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."
Now Requirements: list:
- 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
- Desired Previous experience within a Managed Services Provider (MSP)
- A valid drivers license and your own transport
Also note: "Please note, all offers of employment at blueAPACHE are subject to police clearance checks" - could be under Requirements as a condition.
We need to format as
- for list. The "Desired Previous experience within a Managed Services Provider (MSP)" is a desired, not required but still content. We'll include.
Qualifications:
- IT Degree or Diploma
- ITIL v3/4 certification
- Valid Microsoft and Cisco certified
- VMWare certification desired but not essential
We need to keep as list.
Responsibilities: The paragraph then list of duties.
We need to extract responsibilities prose and list.
First sentence: "The Level 2 Service Desk and Onsite Engineer role is responsible for the resolution and fulfilment of onsite desktop activities and ensure the smooth operation of IT services for our customers." That's prose.
Second: "The role requires travel between our customer sites which are located both within California, as well as phone based support work from our customers office within Carlsbad California." That's also prose.
Then "The Primary Duties And Responsibilities Include" followed by a long list separated by periods. We need to turn each duty into
- . Let's parse:
- Onsite and remote Incident resolution and request fulfilment.
- Assist remote resolver teams with activities that require physical presence.
- Create knowledgebase articles and process documents.
- Reduce the volume of incidents by identifying and eliminating root cause through pro-active problem management process.
- Attend Operation meetings with customers and bA stakeholders to discuss operational support activities and new projects.
- Assist the projects team with deployment of new infrastructure (desk and server side)
- Act as the key technical representative of bA managed services.
- Setup of new PC’s, phones, and mobile devices as per customers existing documented processes.
- Software installation of preapproved desk side software.
- L2 hardware troubleshooting of desk side equipment and IT Infrastructure.
- Assist with moves, adds, changes of desk side equipment.
- User creation and termination requests.
- Basic how to on usage for supported applications.
- Basic network troubleshooting and fault finding on desk side equipment.
- Facilitation of repair work for onsite desk side equipment.
- Application of desktop patches (security and software).
- Other duties as instructed by bA leadership.
- Basic software skills for the purposes of Adds, Moves, Changes and basic troubleshooting.
- Microsoft windows (all supported operating systems), Adobe reader, Microsoft office, Microsoft teams, Microsoft internet explorer, Google chrome.
- Travel as required to customers remote sites.
We need to keep each as list item. Some items are a bit weird like "Microsoft windows (all supported operating systems), Adobe reader, Microsoft office, Microsoft teams, Microsoft internet explorer, Google chrome." That's a list of software skills; could be separate but we keep as one.
Now Benefits: paragraph:
"blueAPACHE 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.Flexibility to work the way that aligns with our values of employee and customer experience, including hybrid/work from home model.Regular social events and an awesome culture – work with a team of experts in their field.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!"
We need to split into prose and list? The instruction: use
- for any list of duties/requirements/benefits, and
for prose. Benefits section could be a list of benefits. Let's extract each benefit as list items:
- Opportunity to continually expand your technical expertise (and provide an uncompressing offering to clients) – maybe split.
- Interview virtually.
- Environment to make a real difference, develop careers within a supportive and rewarding environment.
- Flexibility to work the way that aligns with our values of employee and customer experience, including hybrid/work from home model.
- Regular social events and an awesome culture – work with a team of experts in their field.
- 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.
Also "blueAPACHE 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," could be prose intro.
We'll make a
for intro sentence(s) then
for list.
Now we need to output only HTML fragment, no /, no markdown.
We'll structure:
About the role
... (About Us cleaned)
Responsibilities
The Level 2 Service Desk and Onsite Engineer role is responsible for the resolution and fulfilment of onsite desktop activities and ensure the smooth operation of IT services for our customers. The role requires travel between our customer sites which are located both within California, as well as phone based support work from our customers office within Carlsbad California.
- Onsite and remote Incident resolution and request fulfilment.
- Assist remote resolver teams with activities that require physical presence.
- Create knowledgebase articles and process documents.
- Reduce the volume of incidents by identifying and eliminating root cause through pro-active problem management process.
- Attend Operation meetings with customers and bA stakeholders to discuss operational support activities and new projects.
- Assist the projects team with deployment of new infrastructure (desk and server side)
- Act as the key technical representative of bA managed services.
- Setup of new PC’s, phones, and mobile devices as per customers existing documented processes.
- Software installation of preapproved desk side software.
- L2 hardware troubleshooting of desk side equipment and IT Infrastructure.
- Assist with moves, adds, changes of desk side equipment.
- User creation and termination requests.
- Basic how to on usage for supported applications.
- Basic network troubleshooting and fault finding on desk side equipment.
- Facilitation of repair work for onsite desk side equipment.
- Application of desktop patches (security and software).
- Other duties as instructed by bA leadership.
- Basic software skills for the purposes of Adds, Moves, Changes and basic troubleshooting.
- Microsoft windows (all supported operating systems), Adobe reader, Microsoft office, Microsoft teams, Microsoft internet explorer, Google chrome.
- Travel as required to customers remote sites.
Requirements
- 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
- Desired Previous experience within a Managed Services Provider (MSP)
- A valid drivers license and your own transport
Please note, all offers of employment at blueAPACHE are subject to police clearance checks.
Qualifications
- IT Degree or Diploma
- ITIL v3/4 certification
- Valid Microsoft and Cisco certified
- VMWare certification desired but not essential
Benefits
blueAPACHE 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.
- Opportunity to continually expand your technical expertise and provide an uncompressing offering to our clients.
- Option to
- for any list of duties/requirements/benefits, and
for prose. We must preserve all substantive information, remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, application instructions. The posting includes "Please note, all offers of employment at blueAPACHE are subject to police clearance checks" - that's not boilerplate? Might be considered a condition; but it's not EEO. It's a requirement? Might keep as part of Requirements? It's a condition of employment. Could include as a
under Requirements or separate? Probably include as a note under Requirements. Also "We offer options for you to interview virtually." is a benefit? Could be under Benefits. We need to avoid filler like "commensurate with experience" etc. Not present. We need to extract content: About Us: blueAPACHE is an Australian owned award-winning Managed Service Provider, recognised for the 7th 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. We need to remove EEO boilerplate? The instruction says remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate. The sentence about equal opportunity employer is EEO boilerplate; we should remove that. Also "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." That's EEO; remove. Keep rest. Thus About Us paragraph: "blueAPACHE is an Australian owned award-winning Managed Service Provider, recognised for the 7th 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." Now Requirements: list: - 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 - Desired Previous experience within a Managed Services Provider (MSP) - A valid drivers license and your own transport Also note: "Please note, all offers of employment at blueAPACHE are subject to police clearance checks" - could be under Requirements as a condition. We need to format as
- for list. The "Desired Previous experience within a Managed Services Provider (MSP)" is a desired, not required but still content. We'll include. Qualifications: - IT Degree or Diploma - ITIL v3/4 certification - Valid Microsoft and Cisco certified - VMWare certification desired but not essential We need to keep as list. Responsibilities: The paragraph then list of duties. We need to extract responsibilities prose and list. First sentence: "The Level 2 Service Desk and Onsite Engineer role is responsible for the resolution and fulfilment of onsite desktop activities and ensure the smooth operation of IT services for our customers." That's prose. Second: "The role requires travel between our customer sites which are located both within California, as well as phone based support work from our customers office within Carlsbad California." That's also prose. Then "The Primary Duties And Responsibilities Include" followed by a long list separated by periods. We need to turn each duty into
- . Let's parse:
- Onsite and remote Incident resolution and request fulfilment.
- Assist remote resolver teams with activities that require physical presence.
- Create knowledgebase articles and process documents.
- Reduce the volume of incidents by identifying and eliminating root cause through pro-active problem management process.
- Attend Operation meetings with customers and bA stakeholders to discuss operational support activities and new projects.
- Assist the projects team with deployment of new infrastructure (desk and server side)
- Act as the key technical representative of bA managed services.
- Setup of new PC’s, phones, and mobile devices as per customers existing documented processes.
- Software installation of preapproved desk side software.
- L2 hardware troubleshooting of desk side equipment and IT Infrastructure.
- Assist with moves, adds, changes of desk side equipment.
- User creation and termination requests.
- Basic how to on usage for supported applications.
- Basic network troubleshooting and fault finding on desk side equipment.
- Facilitation of repair work for onsite desk side equipment.
- Application of desktop patches (security and software).
- Other duties as instructed by bA leadership.
- Basic software skills for the purposes of Adds, Moves, Changes and basic troubleshooting.
- Microsoft windows (all supported operating systems), Adobe reader, Microsoft office, Microsoft teams, Microsoft internet explorer, Google chrome.
- Travel as required to customers remote sites.
We need to keep each as list item. Some items are a bit weird like "Microsoft windows (all supported operating systems), Adobe reader, Microsoft office, Microsoft teams, Microsoft internet explorer, Google chrome." That's a list of software skills; could be separate but we keep as one.
Now Benefits: paragraph:
"blueAPACHE 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.Flexibility to work the way that aligns with our values of employee and customer experience, including hybrid/work from home model.Regular social events and an awesome culture – work with a team of experts in their field.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!"
We need to split into prose and list? The instruction: use
- for any list of duties/requirements/benefits, and
for prose. Benefits section could be a list of benefits. Let's extract each benefit as list items: - Opportunity to continually expand your technical expertise (and provide an uncompressing offering to clients) – maybe split. - Interview virtually. - Environment to make a real difference, develop careers within a supportive and rewarding environment. - Flexibility to work the way that aligns with our values of employee and customer experience, including hybrid/work from home model. - Regular social events and an awesome culture – work with a team of experts in their field. - 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. Also "blueAPACHE 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," could be prose intro. We'll make a
for intro sentence(s) then
- for list.
Now we need to output only HTML fragment, no /, no markdown.
We'll structure:
- Onsite and remote Incident resolution and request fulfilment.
- Assist remote resolver teams with activities that require physical presence.
- Create knowledgebase articles and process documents.
- Reduce the volume of incidents by identifying and eliminating root cause through pro-active problem management process.
- Attend Operation meetings with customers and bA stakeholders to discuss operational support activities and new projects.
- Assist the projects team with deployment of new infrastructure (desk and server side)
- Act as the key technical representative of bA managed services.
- Setup of new PC’s, phones, and mobile devices as per customers existing documented processes.
- Software installation of preapproved desk side software.
- L2 hardware troubleshooting of desk side equipment and IT Infrastructure.
- Assist with moves, adds, changes of desk side equipment.
- User creation and termination requests.
- Basic how to on usage for supported applications.
- Basic network troubleshooting and fault finding on desk side equipment.
- Facilitation of repair work for onsite desk side equipment.
- Application of desktop patches (security and software).
- Other duties as instructed by bA leadership.
- Basic software skills for the purposes of Adds, Moves, Changes and basic troubleshooting.
- Microsoft windows (all supported operating systems), Adobe reader, Microsoft office, Microsoft teams, Microsoft internet explorer, Google chrome.
- Travel as required to customers remote sites.
- 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
- Desired Previous experience within a Managed Services Provider (MSP)
- A valid drivers license and your own transport
- IT Degree or Diploma
- ITIL v3/4 certification
- Valid Microsoft and Cisco certified
- VMWare certification desired but not essential
- Opportunity to continually expand your technical expertise and provide an uncompressing offering to our clients.
- Option to
About the role
... (About Us cleaned)
Responsibilities
The Level 2 Service Desk and Onsite Engineer role is responsible for the resolution and fulfilment of onsite desktop activities and ensure the smooth operation of IT services for our customers. The role requires travel between our customer sites which are located both within California, as well as phone based support work from our customers office within Carlsbad California.
Requirements
Please note, all offers of employment at blueAPACHE are subject to police clearance checks.
Qualifications
Benefits
blueAPACHE 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.
- for any list of duties/requirements/benefits, and