Advanced Technical Support Specialist

7 days ago

Melbourne, Victoria, Australia beBeeTechnical Full time $110,000 - $130,000

Job Title: Senior Service Desk Engineer

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At our organization, we strive to deliver high-quality IT services and consultation through to successful project completion. Our team is collaborative and consists of talented individuals who work efficiently from start to finish.

">Purpose of the Role:">

The primary responsibility of this position is to provide client-facing technical support with a focus on resolving complex issues and delivering excellent customer service. Additionally, there will be an emphasis on continuous improvement within the Service Desk team.

">Key Responsibilities and Duties:">
  • ">
  • Serve as the final escalation point for critical or complex technical issues">
  • Lead root cause analysis and implement measures to prevent future occurrences">
  • Provide technical guidance and coordinate resources">
  • Manage and maintain systems and infrastructure to ensure high availability">
  • Oversee small to medium-sized technical projects">
  • Resolve service desk tickets, including complex and L3 escalations">
">Requirements and Skills:">
  • ">
  • Expert knowledge of Microsoft, cloud, and networking technologies">
  • Experience leading technical projects">
  • 4-5 years of IT support experience with proven L3 capabilities">
  • Understanding of ITIL principles and strong documentation skills">
  • Working knowledge of Apple products">
  • Senior industry certifications (Microsoft, Azure, AWS, Cisco, Fortinet)">
">

This role involves mentoring junior team members, handling escalated tickets, and leading professional services engagements including consultations and technical projects.

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