IT Technical Lead

2 weeks ago

Gold Coast, Queensland, Australia beBeeSeniorSupportSpecialist Full time $120,000 - $150,000

Are you a seasoned IT professional looking for a challenging role that will utilize your technical expertise and leadership skills?

Job Overview:

We are seeking an experienced Senior Support Specialist to join our team. As a key member of our support team, you will play a pivotal role in resolving complex technical issues for our clients while mentoring and assisting our team of technicians.

Main Responsibilities:
  • Customer Service: Resolve support tickets with speed and professionalism, provide advanced troubleshooting, and 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 team and clients.
  • Leadership: Demonstrate professionalism by leading from the front, mentoring and upskilling up-and-coming talent across the support team, and 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.
Requirements:
  • General Requirements:
    • Minimum 10 years' experience with at least 4 years in a Senior Systems Administrator role.
    • At least 4 years of Managed Services experience.
    • Expert-level knowledge and experience in at least 2 technology domains.
    • Excellent communication skills, highly developed active listening skills, and ability to adapt your communication style to suit different audiences.
    • Possess a current Open Australian Driver's License.
    • Demonstrate a strong desire and ability to keep up with new and developing technologies.
  • Technical Requirements:
    • Advanced knowledge of Windows operating systems, mac OS, and Linux.
    • Proficiency with Remote Desktop Services deployments, including FSLogix profile management.
    • Significant knowledge and exposure to virtualization technologies (VMware, Hyper-V).
    • 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., Power Shell, Python).
    • Familiarity with Cybersecurity best practices, including threat assessment and mitigation.
  • Nice to Have:
    • Familiarity with the Connect Wise 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.
  • 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.

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