IT Support Specialist – Senior Role

3 weeks ago

Gold Coast, Queensland, Australia IT Leaders Group Full time
Are you a highly experienced, passionate and motivated IT professional looking to level up?
Read on to learn if this might be the next leg of your professional journey

AtIT Leaderswe are a fun and dynamic team, dedicated to ensuring our clients' happiness through exceptional IT solutions and support. Our close-knit team is dedicated to living our values of "Trust, Integrity, and Accountability" and is committed to delivering top-notch service to our rapidly expanding client base. We're looking for a Support Specialist to join us in making a difference.
This is a senior position and as such the incumbent will be expected to be able to hit the ground running.
As a Support Specialist, you will play a pivotal role in resolving complex technical issues for our clients, while mentoring and assisting our team of technicians.
Primary Responsibilities:
Customer Service:
  • Resolve Support Tickets with speed and professionalism.
  • Provide advanced troubleshooting to deliver a friendly and helpful experience.
  • Engage with clients to discuss IT Solutions and ensure their satisfaction.
Communication:
  • Manage and resolve escalated tickets while maintaining clear and frequent communication with clients.
  • Identify, communicate, and mitigate potential risks to the Service Delivery Team Lead and clients.
Leadership:
  • Demonstrate professionalism by leading from the front.
  • Mentoring and upskilling up and coming talent across the support team.
  • Work closely with the Service Desk Manager to identify process gaps and mature the operational delivery of services
Teamwork:
  • Follow schedules provided by the Service Desk Manager.
  • Develop and improve Standard Operating Procedures.
  • Promote security awareness and adhere to security procedures.
Skills and Attributes:
General Requirements:
  • Minimum of 10 years' experience with at least 4 years in a Senior Systems Administrator role.
  • You have at least 4 years of Managed Services experience.
  • Dive into advanced technical challenges and innovate solutions.
  • Have expert level knowledge and experience in at least 2 technology domains.
  • Excellent communication skills, with highly developed active listening skills.
  • Ability to adapt your communication style to suit different audiences (vendors, peers, clients).
  • Possess a current Open Australian Driver's License.
  • Demonstrate a strong desire and ability to keep up with new and developing technologies.
  • Contribute to the development of groundbreaking products, and support talent from within.
Technical Requirements (must have):
  • Advanced knowledge of Windows operating systems, (macOS & Linux is a bonus).
  • Proficiency with Remote Desktop Services deployments including FSLogix profile management.
  • Significant and knowledge and exposure to virtualization technologies (VMware, Hyper-V, etc.).
  • In-depth understanding of networking protocols, configurations, and troubleshooting.
  • Advanced working knowledge of hardware components and server architecture.
  • Advanced Microsoft 365 knowledge and troubleshooting skills.
  • Microsoft Server Administration knowledge.
  • Proficiency in scripting & automation (e.g., PowerShell, Python).
  • Familiarity with Cybersecurity best practices, including threat assessment and mitigation.
  • Experience with enterprise grade backup and recovery solutions.
Nice to Have:
  • Familiarity with the ConnectWise Suite (Manage & Automate).
  • Previous experience working at a Managed Services Provider.
  • Expertise in SQL Database administration.
  • Advanced knowledge of VOIP/PBX systems.
  • Experience and certifications with Sophos.
  • Knowledge of Veeam Backup solutions.
Certifications:
At least 2 from this list (or similarly aligned)
  • Microsoft 365 Certified: Endpoint Administrator Associate
  • Microsoft 365 Certified: Messaging Administrator Associate
  • Microsoft 365 Certified: Teams Administrator Associate
  • Microsoft 365 Certified: Administrator Expert
  • Microsoft Identity and Access Administrator
  • Network+
  • CCNA
  • VMCE
What We Offer:
  • A fun, inclusive and collaborative work environment where you are valued and your voice matters.
  • Generous remuneration package reflecting your value to our team.
  • Continuous training and certification opportunities to stay ahead in your field.
  • Exciting career advancement prospects within a rapidly expanding company.
  • The opportunity to work on cutting-edge projects and tackle technical challenges head-on.
If you are passionate about technology, dedicated to client satisfaction, and ready to take your IT career to the next level, we want to hear from you. Joining us at IT Leaders allows you to become an important part of a dynamic team that makes a real impact in the world of IT solutions.

If you believe you fit the criteria and you're interested in this role, please ensure to include a cover letter that addresses the above and why you feel you are the correct candidate for this role.Please note, you must have full work rights in Australia to be shortlisted for this position. All applications without a cover letter will be ignored.
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