Senior (Level 3+) Escalation Engineer

Overview

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 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.

Family Doctor is a GP owned and operated network of practices operating in most states and territories across Australia. Our Support Office is in Hawthorn East. This 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

- Mentor and support timely and effective support desk

- Creating 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 system

- Ability to work as part of a project team and autonomously

- Monitoring and maintaining systems, providing support to ensure they run effectively and efficiently

- Responsibility for server and workstation management in conjunction with Network X role

- Providing Level 1, 2 and 3 support

- Delivering exceptional technical support and operating within specific SLA’s

- Migration, implementation, configuration, deployment of Windows virtualised servers

- Migration of Exchange services

- SQL server database administration, troubleshooting and maintenance

- Working as part of a business that is constantly evolving and contributing to our roadmap

- Creation, modification, and management of support documentation

- Helping to manage the deployment, configuration and security of desktop and mobile devices

- Assisting with the maintenance and management of IT assets including their acquisition, transfer, and disposal

- Working 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 infrastructure

- Availability for afterhours work and on call roster

About You

- Strong analysis & troubleshooting skills

- Excellent verbal and written communication skills

- Ability to work under pressure in a challenging environment

- Exceptionally good attention to detail

- Thrive working on concurrent problems, including issue triage and prioritisation

- Able to follow instruction and work within IT deadlines

- Ability to work alone and manage rapidly changing priorities

- High learning agility

- Valid driver’s licence

- Proactive, flexible attitude to work with a willingness to be included in rosters

Experience in IT Support

- Minimum 7 years’ experience in a customer service-based role

- Minimum 3 years’ experience in a Level 3 support role

- Excellent knowledge networking fundamentals TCP/IP, LAN, WAN

- Network experience including switching, routing configuration and installation

- Experience in diagnosis and repair of hardware and software issues on servers and client computers

- Experience with project management

- Excellent knowledge of Microsoft server technologies (AD, Group Policies, DNS, Hyper-V & Exchange administration)

- Experience with installation, maintenance, repair and support of the ICT environment and systems by applying knowledge and technical skills in several of the following technologies:

- Microsoft Windows

- Microsoft Server

- Network and performance monitoring Tools

- Unifi networking equipment

- Windows server system administration – Active Directory, DHCP and DNS

- 3CX (VoIP PABX)

- Backup – monitoring and troubleshooting (Shadow Protect, Acronis, Veeam)

- Microsoft Exchange implementation, migration, management (local and online)

- Virtualisation implementation, migration, management (Hyper-V, VMware)

- Experience with Best Practice Software is desirable but not essential

Remuneration 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 Classification

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