About the Role:
As a senior technical professional, you will be responsible for delivering high-quality client-facing support, ensuring excellent customer service, and driving Service Desk improvement.
This role involves providing MS Service Desk support, mentoring junior team members, handling escalated and complex tickets, and leading professional services engagements including consultations and technical projects.
Key Responsibilities:
* Final escalation point for critical or complex technical issues
* Lead root cause analysis and implement preventative measures
* Provide technical direction and resource coordination
* Manage and maintain high-availability systems and infrastructure
* Lead small to medium technical projects
* Resolve service desk tickets, including complex and L3 escalations
* Respond promptly to MS issues and requests
* Provide technical support in person or remotely
* Test new technology or systems
* Review and implement solutions to address major issues
* Monitor and manage installed systems and infrastructure
* Guide and support IT support staff in resolving issues
* Analyze and optimize system performance
* Manage key client accounts and provide reports
* Document and update client environments
* Maintain technical procedures and reports
Requirements and Qualifications:
* Expert knowledge of Microsoft, cloud, and networking technologies
* Experience leading technical projects
* 4-5 years of IT support experience with proven L3 capabilities
* Understanding of ITIL principles and documentation skills
* Working knowledge of Apple products
* Senior industry certifications (Microsoft, Azure, AWS, Cisco, Fortinet)
* Strong customer service and communication skills
* Ability to prioritize and manage multiple tasks
* Analytical problem-solving skills
* Team-oriented with a proactive attitude
* Australian residency, citizenship, or valid work visa
Additional Information:
Your application will include questions about your right to work in Australia, years of Service Desk Engineer experience, and expected salary.