Technical Support Specialist - Level 3

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

As a Technical 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 3Technical 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.

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.