Level 2 Technical Support Engineer- PRIME Hypercare

Your New Chapter
At VetPartners, we pride ourselves on delivering shared services support that drives success for our veterinary clinics. This role features a hybrid work arrangement, with four days in the office to promote collaboration, build strong connections, and enhance team engagement.
The Level 2 Technical Support Engineer is a key member of our newly established Hypercare team, providing high-quality IT support to our veterinary clinics during critical system transitions, upgrades, and day-to-day operations. This role is responsible for troubleshooting, diagnosing, and resolving technical issues related to hardware, software, networking, and business applications, ensuring minimal disruption to clinic operations.

Working closely with clinic teams, IT specialists, and project managers, the Level 2 Technical Support Engineer will play a crucial role in system deployments, migrations, and optimisations. This includes providing fast and effective support, documenting solutions, escalating complex issues when necessary, and continuously improving IT service delivery.

This is an exciting opportunity to be part of a dynamic, fast-paced support team that directly impacts the success of veterinary clinics across the VetPartners network. The role requires strong problem-solving skills, excellent communication, and a customer-first approach to ensure clinics receive exceptional technical support during key projects and operational challenges.

Key Responsibilities

• Provide Level 2 technical support to clinics, troubleshooting hardware, software, and network issues.
• Assist with system migrations, deployments, and upgrades as part of the Hypercare team.
• Work closely with clinic staff to ensure smooth transitions, resolving issues promptly.
• Escalate complex issues when necessary while maintaining ownership of customer experience.
• Document troubleshooting steps, solutions, and best practices to improve support efficiency.
• Travel to clinics as required to provide on-site support during critical projects.

Skills, Attributes, and Experience:
Essential:

• 3+ years of experience in an IT support role.
• Extensive experience with Microsoft 365 products, Windows Desktop & Server, and Active Directory.
• Strong networking knowledge and experience.
• Experience in telephony (both on-premise and hosted) and service ticket systems.
• Excellent verbal and written communication skills.
• Attention to detail and a strong customer service orientation.
• Permanent right to work in Australia.

Desirable:

• Previous experience with a Managed Service Provider.
• Additional certifications in relevant IT fields.
• Experience with advanced networking solutions and cloud technologies.
• Familiarity with virtualization platforms and remote desktop services.

Why VetPartners?
At VetPartners, we're more than just a company – we're a family united by our passion for animal welfare and excellence in veterinary care. Working with us means being part of a dynamic and supportive community where your contributions are valued, and your growth is nurtured.

Why Work With Us?

• Shared Purpose: Join a passionate community dedicated to advancing animal healthcare and making a positive impact on pets and their owners.
• Collaborative Culture: Experience a supportive environment where collaboration fuels innovation and fosters personal and professional growth.
• Oportunities for Growth: Grow with us through ongoing training, mentorship, and career advancement opportunities tailored to your development.
• Rewarding Work: Make a difference every day by contributing to meaningful projects that positively impact the health and well-being of animals.
• Work-Life Balance: Enjoy flexible working arrangements and support to maintain a healthy balance between your professional and personal life.

How To Apply:
Sound Like you? Join Us. Grow You. Click the Apply Button and please submit your resume, a cover letter detailing your relevant experience.

VetPartners is committed to Equal Employment Opportunities. We are committed to being an inclusive, diverse, and flexible workplace where differences are valued. We welcome people of all backgrounds, experience, and abilities.