Senior IT Support Escalation Specialist

7 days ago


Perth, Western Australia OUI Recruitment Full time

Job Title: Senior IT Support Escalation Specialist

Job Type: Permanent

About Us: OUI Recruitment is seeking an experienced Senior IT Support Escalation Specialist to join their team. You will be the final point of escalation for the service desk team, ensuring high standards of service and operation.

Key Responsibilities:

  • Technical Support: Provide escalation support to a wide range of technical issues, including Windows Server, Microsoft 365, Microsoft Azure services, and MS Windows-based workstations.
  • Server Management: Manage and maintain server roles and services such as DHCP, DNS, DFSR, ensuring optimal performance.
  • Active Directory Administration: Configure and administer Active Directory and Group Policy to secure and manage the IT environment efficiently.
  • Email System Support: Support email systems, including Microsoft Exchange (2007 to Office 365), ensuring seamless and secure communication for end-users.
  • Backup Solutions: Implement and manage backup solutions, such as ShadowProtect and VEEAM, to ensure data integrity and robust recovery options.
  • IT Service Management: Utilise ConnectWise and LabTech for effective IT service management, monitoring, and automation.
  • Collaboration: Collaborate closely with the Service Delivery Manager and team leaders, providing technical guidance and support.
  • Documentation: Document incidents, solutions, and preventative measures to enhance team knowledge and improve service quality.
  • Process Improvement: Work proactively to identify opportunities to improve IT processes and contribute to ongoing service improvement initiatives.

Requirements:

  • Experience: Minimum of 5 years' experience in IT support, including at least 3 years in a senior or Level 3 escalation role.
  • Problem-Solving Skills: Exceptional problem-solving skills, with a keen analytical mind and a structured approach to troubleshooting.
  • Communication Skills: Excellent communication skills, both written and verbal, with the ability to explain technical issues to non-technical users clearly.
  • Customer Service: Strong commitment to customer service and the ability to manage client expectations effectively.


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