Senior It Support Technician

Job Title: Senior IT support technician (AUS)

Gray Dawes Travel Management is seeking a dedicated Senior IT support technician to provide comprehensive IT support for our offices in Sydney and Melbourne, Australia, as well as our USA offices and Canadian staff.

This role requires a highly motivated individual capable of managing all levels of technical issues, from first-line to entry-level third-line support. 
You will part of a global team who provide IT operational support and administration to over 350 staff globally.

You will work with a technology stack primarily focused on Microsoft Azure, Azure Active Directory, SharePoint, OneDrive, and all components of Office 365. Additionally, you will be responsible for 8x8 softphone telephony solutions and various travel management-related tools.

IT Support & Administrator Responsibilities include but are not limited to:

• First-Line Support
  Provide initial support for user-reported technical issues, including but not limited to hardware and software troubleshooting, connectivity issues, and account management.
• Second-Line Support
  Address more complex technical problems, such as system configuration, network issues, and software installations. Troubleshooting hardware and software issues.
• Entry-Level Third-Line Support
  Collaborate with the global team to resolve advanced technical issues that require deep expertise in Azure, Azure AD, SharePoint, OneDrive, and Office 365.Participation in IT security projects.
• 24/7/365 Service desk support
  Be part of a global team that provides 24/7/365 support to a global workforce and occasionally provide support and/or escalation out of hours.
• Technology Stack Administration
  Oversee and maintain Microsoft Azure, Azure Active Directory, SharePoint, OneDrive, and Office 365 components, ensuring optimal performance and security.
• 8x8 Contact Centre Support
  Manage and troubleshoot the 8x8 Contact Centre solution, ensuring smooth communication within the organization.
• Travel Management Tools
  Support and maintain technology tools used for travel management, assisting users and addressing technical issues as they arise.
• Global Team Collaboration
  Work closely with the UK-based main team to provide consistent and unified IT support, sharing knowledge and best practices.
• Geographic Support
  Provide on-site and remote technical support to Gray Dawes staff in Sydney, Melbourne, USA offices (e.g., Miami, New York), and Canadian staff.

IT Support & Administrator Requirements:

• Bachelor's degree in a related field or equivalent work experience.
• 2+ years of experience in IT Support and Administration.
• Knowledge of the travel industry would be advantageous.
• Willingness to provide on-call and out-of-hours support as needed.
• Good written and verbal communication skills.
• Excellent interpersonal skills.
• Attention to detail.
• Good problem-solving skills.
• Good at working in a team and individually.
• Experience in a ServiceDesk environment

Salary             $75,000 AUS 

Location:        Sydney or Melbourne
Hybrid working : WFH to include 1-2 days per week onsite.