Senior Support Specialist

4 days ago

Canberra, ACT, Australia beBeeExpert Full time $100,000 - $140,000
Job Description

We are seeking an experienced and skilled professional to fill the position of Senior Support Specialist. The ideal candidate will have a proven track record of delivering high-quality, discreet, and responsive support to senior stakeholders.

The successful candidate will be responsible for independently managing and resolving complex technical issues across Microsoft 365, end-user devices, conferencing systems, and enterprise applications.

They will also serve as the primary escalation point for VIP support, coordinating with internal teams, service providers, and vendors.

Effective communication is crucial in this role, requiring the ability to maintain a calm, responsive, and professional approach when interacting with senior stakeholders.

Additionally, the selected candidate will be responsible for monitoring support quality and user satisfaction, identifying areas for improvement, and implementing changes to enhance the overall support experience.

Accurate and up-to-date documentation of VIP support procedures, known issues, and resolutions is essential in this role.

The ideal candidate will contribute to departmental ICT projects by offering input on user experience, support implications, and transition-to-support processes.

Alignment with IT service management frameworks, including ITIL, is also critical.

The successful candidate will manage their time and competing priorities independently, delivering consistent and high-quality support while maintaining confidentiality and security awareness.

Requirements
  • Extensive experience providing ICT support to VIPs, Executives, or high-profile users in government or enterprise environments.
  • Strong technical skills with Microsoft 365, end-user devices, and ICT service operations.
  • Exceptional communication and relationship management skills, with the ability to support and reassure senior stakeholders.
  • Proven ability to work independently, exercise discretion, and deliver under pressure.
  • Sound understanding of IT service management frameworks (e.g. ITIL) and enterprise ICT environments.
What We Offer
  • A competitive salary package.
  • A dynamic and supportive work environment.
  • The opportunity to work on challenging and rewarding projects.
  • Professional development and training opportunities.

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