Technical Design And Support Specialist

Due to growth, a leading ICT services provider with several smaller branches across Australia is  seeking for a full-time ( 38 hours per week) Technical Design and Support Specialist to join their dynamic team in the Toowoomba branch.

As a Technical Design & Support Specialist(Level 3), you will be responsible for providing advanced Technical Design solutions and Support for applications, software, hardware, and network systems, including user administration.

Reporting to the Service Manager, this role requires a comprehensive understanding of technical components and the ability to deliver solutions within established time frames.

Key Responsibilities:

• Investigate, research, and design technical solutions for customers, utilising knowledgebases and established toolsets.
• Develop proposals and responses with modern solutions that meet customer requirements within defined deadlines.
• Collaborate with Account Managers to identify and qualify business opportunities.
• Provide accurate technical implementation, meeting or exceeding customer expectations.
• Attend customer sites Australia wide for professional services technical outcomes.
• Develop and maintain systems, applications, security, and network configurations.
• Ensure timely completion of project work and effective management of Service Requests in ConnectWise.
• Liaise with internal support teams and external service providers to resolve Incidents and complete Service Requests within SLA’s.
• Maintain up-to-date documentation for customer environments and contribute to the internal knowledge base.
• Securely maintain operational environments in line with security policies and standards.
• Stay updated on new and emerging technologies and pursue relevant certifications.

Level 3 Technical Support:

• Serve as a senior technical lead for professional services delivery.
• Own client infrastructure and technical strategy.
• Coach and mentor other service engineers.
• Configure, maintain, and troubleshoot network infrastructure, 3rd party software, IP telephony, and more.
• Address security breach mitigation, response, and reporting.
• Design and configure point-to-point networks, Microsoft Windows Server, GPOs, MS Intune, Virtual Machines, Azure environments, etc.

In the role of Technical Design & Support Specialist (Level 3), your primary responsibility is to Design and scope cutting-edge technical solutions that align seamlessly with business strategies. You will take the lead in documenting comprehensive technology roadmaps for internal stakeholders, ensuring a clear understanding of the evolving technological landscape. Your commitment to providing quality customer service involves delivering accurate and timely solutions while also being adept at resolving difficult and complex technical issues, contributing valuable insights to the Sales team.

As part of your commitment to Quality Technical Support, you will rapidly diagnose and implement solutions for a spectrum of incidents related to applications, software, hardware, and network systems. Additionally, your role includes the meticulous management of Service Requests in ConnectWise, ensuring adherence to managerial approval processes. Furthermore, you will actively contribute to the continuous improvement of processes, enrich the knowledge base, and foster positive vendor relationships, thereby enhancing the overall efficiency and effectiveness of our technical support services.

Professional Skills:

• Build Strong Relationships
• Leadership
• Professional Communication
• Commercial Awareness
• Analytical Skills
• Results-Driven
• Planned and Organized

Foundation Knowledge, Skills, Experience & Qualifications:

• Relevant Tertiary or Industry Certified qualifications (e.g., MCSA, MCSE, ITIL, CCNA, etc.)
• 5+ years of in-depth knowledge and experience in IT Service Desk operations and incident management.
• Experience with Microsoft Windows, Azure, MS SQL, LAN/WAN Networking, point-to-point wireless networks, etc.
• Advanced knowledge in logical troubleshooting, Hyper-V, VMware, backup solutions, and security products.
• Strong customer service and work ethic.

To apply for this position, please submit your resume and cover letter to ***********@hb.net.au. Applications close on Wednesday 7th February at 5:00pm. .
Additional information

• Technical Design & Support Specialist (Level 3)
• $95,000 + Super
• Amazing team with supportive staff