Chief Technical Solutions Expert

2 weeks ago

Sydney, New South Wales, Australia beBeeTechnical Full time $120,000 - $180,000
Job Overview

The Technical Support Lead plays a pivotal role in driving the performance of IT support teams. This position demands strong leadership and technical expertise to oversee team activities, evaluate operational policies, provide guidance to support teams, and support management in decision-making processes.

Key Responsibilities:

  • Lead, supervise, and monitor the corporate technical support team to ensure rapid resolution of operating issues and maintain service levels.
  • Develop and oversee technical documentation and standard operating procedures.
  • Conduct detailed analyses of technical support performance, identifying trends, problems, and improvement opportunities, and reporting findings to management.
  • Provide advanced troubleshooting and problem resolution for IT infrastructure, hardware, software, telecommunications, and business applications.
  • Collaborate with other support teams to escalate and resolve complex issues.
  • Address internal and external user inquiries regarding hardware and software problems, providing expert guidance for resolution.
  • Participate in resource planning, technology rollouts, and special projects.
  • Identify opportunities to develop proactive solutions to improve the End User Experience.
  • Provide technical support for events such as trade shows, including equipment setup and configuration.
  • Execute management responsibilities, including hiring, training, performance appraisals, and staff development.
  • Foster a culture of accountability, continuous improvement, innovation, and proactive communication within the support team.
Requirements

7+ years of IT support experience.

Bachelor's degree in Engineering, Computer Science, or equivalent experience.

Expertise in configuring and setting up workstations and laptops.

Advanced technical writing, documentation, and SOP development skills.

Proven ability to troubleshoot complex hardware, software, and infrastructure issues.

Proficiency in identifying when operational procedures require updating or revising.

Strong leadership and people management abilities, including delegation, prioritization, and performance management.

Excellent organizational, project planning, and change management skills.

Exceptional problem-solving skills, capable of guiding teams through complex technical diagnostics and issue resolution.

Superior written and verbal communication, interpersonal, and customer service skills, able to engage effectively with all organizational levels.

Ability to travel occasionally (less than 25%).

What We Offer
  • Paid Parental leaves.
  • Volunteering leaves.
  • Birthday leave.
  • Optical Assistance.
  • Life assurance and income protection.
  • Option to buy additional Annual Leave days.
  • Employee Assistance Program.
  • Referral Bonus.
  • Flexible working arrangements.
  • Benefits for you and your family.
  • Access to learning and development resources.
About Us

We are a leading provider of legal, regulatory, and business information and analytics that help customers increase their productivity, improve decision-making, achieve better outcomes, and advance the rule of law around the world.

As a digital pioneer, we were the first to bring legal and business information online with our services.

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