Overview
Brennan. Where true performance thrives.
At Brennan, we believe that how technology is delivered is as important as what the technology is. We focus on creating real and relevant value for customers with solutions that fit their specific needs and reflect their true interests.
It's a claim backed by our True Performance System – a way of working engineered to get us closer and deliver better for our customers and their actual experience of technology.
Why Join Brennan
True performance for our customers starts with a true belief in our people. It's why we've structured our business to help our teams and their talents shine bright. It's why we've created a workplace where people of all backgrounds, beliefs, and experiences are welcomed and empowered, and why we've built an organisation where real innovation makes a genuine impact and generates true rewards for our team members.
True Rewards
In addition to competitive remuneration, Brennan offers extensive benefits, including:
* Training and certification bonuses
* Culture Awards that recognise excellence
* Brennan Daredevils – our annual, all-expenses paid trip awarded to our top performers and outstanding contributors
* Vibrant, fun social activities
* Discounted hardware and software
* An environment that embraces learning and development
The Role
As a key member of the Managed Services team, you will provide onsite and remote IT support to our Managed Services clients. You will deliver 3rd level IT support for your assigned clients and solve the most complex, high-impact challenges faced by our customers in a timely and efficient manner.
You will proactively manage our client's IT environments, resolve advanced and complex issues to ensure root cause problems are addressed, maintain good quality documentation, and act as the final point of escalation for issues faced by your clients.
Key Responsibilities
* Ensure support SLA targets are achieved
* Provide L3 support for service delivery teams and resolve technical issues
* Provide onsite support at client locations on behalf of service delivery teams and resolve technical issues
* Problem management
* Maintain and administer systems, including Desktops (Windows OS), Microsoft Office suite, basic printing and Windows server support, end user support and liaising with 3rd party vendors as needed
* Ensure service quality through technical competence and attention to detail
* Strive for high levels of customer feedback scores
* Maintain effective communications with your clients
* Ensure adherence to our Service Delivery policies, processes and procedures
* Work with Senior Consultants and Account Management staff to ensure effective management of the client base
* Obtain and maintain industry certifications
* Pursue select areas of IT specialisation
* Identify opportunities to productise new services and offerings
* Utilise your technical specialist skills to help build new products
* Develop new strategies to increase efficiency in the systems
* Perform system analysis and recommend improvements
What Skills and Experience You Bring
* Minimum of 5 years IT experience
* Advanced skills in Wintel environments and broad range of technologies
* Advanced skills in Active Directory and Microsoft 365 management
* Advanced knowledge of servers, storage and associated hardware
* Reasonable experience working with virtualised environments such as VMWare/Hyper‑V
* Reasonable experience working with Azure/AWS and public cloud environments
* Experience acting as final escalation point for complex/high‑impact issues
* Root cause and problem analysis
* Strong analytical and problem‑solving skills
* Excellent verbal and written communication skills
* Ability to administer Microsoft SQL servers and Windows RDS servers
* Conduct technical workshops with clients as well as internal stakeholders
* Ability to travel to client site for onsite support
* A "Do what it takes" attitude
* Proven ability to work within and across teams
* Industry based certifications
* Account Technical Ownership including maintaining high quality documentation
Note: As part of our hiring process, you will be required undertake a National Criminal History Check.
Brennan is an equal-opportunity employer.
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