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IT Helpdesk Team Lead
4 weeks ago
The Company
As a leading Port Macquarie regional MSP, Integer IT are seeking an experienced IT Service Desk Team Lead to join our team. The position is vital in providing specialist technical solutions, advice and analysis.
We have the latest IT support technology stack to enable our clients to function without requiring a dedicated IT professional on site, so they can focus on their core business whilst we carry out their IT strategy and support role.
Within your team, you will support and mentor IT Support Technicians, Level 1 & 2, ensuring service levels are executed to a high standard across all support contracts, supporting our customers through their IT and security needs.
Full and ongoing training including specific vendor training is provided as well as career development for future and forecasted roles as the company expands.
This is the perfect opportunity for an experienced professional and could be the sea change you have been waiting for.
The Role
Some of the key responsibilities within this role – a full success profile will be made available during the application process.
- Provide professional IT telephone and onsite support for all customers
- Utilising Integer IT's support suite of applications (PSA, RMM and records management) to effectively and efficiently manage incidents, requests, problems and change.
- Provide guidance and mentoring to the IT support team
- Manage escalated support requests
- Manage the coordination and scheduling of workshop and onsite support requests
- Assist the Service Delivery Manager and Chief Technology Officer where required with nonstandard service requests and projects.
Essential Criteria
- Proven experience in leading an IT support function, including mentoring Level 1–2 staff and managing incident workflows within a fast-paced environment.
- Demonstrated expertise in Microsoft 365 administration including Exchange Online, SharePoint, Teams, Entra ID and Intune endpoint management.
- Advanced troubleshooting skills across Windows desktop, server environments and common networking protocols.
- Current Australian Driving License
About You
- A well-presented, smart and conscientious individual would complement our existing team.
- Courteous, time keeping and recording of documentation is a pre-requisite.
- Enthusiasm for gaining technical experience is a must and full training on our systems, products, and software to support our technology offerings will be provided.
- A client facing team player and a strong communicator with an energetic, enthusiastic approach to your work.
Nice to have but not essential include:
- Microsoft Certifications or Cisco of the like. MS AZ,SC or CCNA.
- Cyber Security - Essential Eight understanding
- Knowledge of SIP/VOIP telephony solutions.
- Experience with medical software vendors (e.g. Best Practice, Genie, Medical Director).
- Veeam back up and disaster recovery principles
No Agencies
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