IT Support – Level 3 Escalation Engineer (Perth)We are seeking a highly skilled, efficient and seasoned infrastructure / support engineer to be the helpdesk escalation point and to ensure timely support and issue resolution for our 110+ and growing group of medical and dental centres.This role will work as part of the IT support engineering team, alongside the Senior IT Infrastructure Engineer and report into the Helpdesk manager to ensure the smooth operation of ICT across the network and support office.
The role will mentor and motivate the service desk team.
This is a hands-on role where you will get to work closely across the organisation getting to know the great people we have across the country.Family Doctor is a GP Owned and Operated network of practices operating in most states and territories across Australia.
This role will be based full time on site out of one of the Metro Perth based clinics.
The role has been established as part of the transition of IT support back in-house and the desire to continue to provide high quality support to our network of practices.Responsibilities and Duties include:Mentor and support timely and effective support deskCreating a positive customer support experience using helpdesk, email, and phone to ensure timely resolution or escalation and logging all incidents and requests through the helpdesk systemAbility to work as part of a project team and autonomouslyMonitoring and maintaining systems, providing support to ensure they run effectively and efficientlyResponsibility for server and workstation management in conjunction with Network managementProviding Level 1, 2 and 3 supportDelivering exceptional technical support and operating within specific SLA'sMigration, implementation, configuration, deployment of Windows virtualised serversMigration of Exchange servicesSQL server database administration, troubleshooting and maintenanceWorking as part of a business that is constantly evolving and contributing to our roadmapCreation, modification, and management of support documentationHelping to manage the deployment, configuration and security of desktop and mobile devicesAssisting with the maintenance and management of IT assets including their acquisition, transfer, and disposalWorking cooperatively within the team to continually improve the value of ICT services to the group through the provision of appropriate, efficient, and effective support, solutions, and infrastructureAvailability for afterhours work and on call rosterAbout You:Strong analysis & troubleshooting skillsExcellent verbal and written communication skillsAbility to work under pressure in a challenging environmentExceptionally good attention to detailThrive working on concurrent problems, including issue triage and prioritisationAble to follow instruction and work within IT deadlinesAbility to work alone and manage rapidly changing prioritiesHigh learning agilityValid driver's licenceProactive, flexible attitude to work with a willingness to be included in rostersExperience in IT Support:Minimum 7 years' experience in a customer service-based roleMinimum 4 years' experience in a Level 2 support roleMinimum 1 year's experience in a Level 3 support role as senior escalation engineerExcellent knowledge networking fundamentals TCP/IP, LAN, WANNetwork experience including switching, routing configuration and installationExperience in diagnosis and repair of hardware and software issues on servers and client computersExperience with project managementExcellent knowledge of Microsoft server technologies (AD, Group Policies, DNS, Hyper-V & Exchange administration)Experience with installation, maintenance, repair and support of the ICT setting and systems by applying knowledge and technical skills in several of the following technologies:Microsoft WindowsMicrosoft ServerNetwork and performance monitoring ToolsUnifi networking equipmentWindows server system administration – Active Directory, DHCP and DNS3CX (VoIP PABX)Backup – monitoring and troubleshooting (Shadow Protect, Acronis, Veeam)Microsoft Exchange implementation, migration, management (local and online)Experience with Best Practice Software, desirable but not essentialRemuneration will be based on experience and skill level.If you wish to apply to this fantastic opportunity, please submit your resume and a cover letter outlining your suitability for the role today!
Job ClassificationPlease complete the form below to apply for this position
#J-18808-Ljbffr
📌 It Support – Level 3 Escalation Engineer
🏢 Family Doctor
📍 Tasmania