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IT Support Specialist

2 months ago

Australia Fluxit Full time
About Fluxit

We are a dynamic IT services company based in Perth, Australia, serving a diverse clientele of small to medium-sized businesses and enterprises. Our clients, operating both nationally and internationally, have high standards for IT infrastructure reliability and expect top-notch expertise from their IT services provider. We offer on-site support in the Perth Metro area and remote support for clients with global operations.

About the Role

We are currently seeking a talented IT Support Specialist with Level 3 responsibilities to join our expanding team. This role offers a broad scope, involving multiple technologies, and provides limitless potential for advancing your technical knowledge and career.

Key Responsibilities
  • High-Level Technical Support: Provide expert technical support to our clients, addressing complex hardware and software issues with precision and efficiency.
  • Network Administration: Undertake advanced network administration tasks, including configuring routers, switches, firewalls, and implementing security protocols to maintain robust network security.
  • Escalation Management: Take ownership of escalated technical tickets, ensuring their timely resolution while meeting service level agreements (SLAs).
  • Proactive Solutions: Collaborate with cross-functional teams to identify and implement proactive solutions that enhance system performance and stability.
  • Root Cause Analysis: Conduct comprehensive root cause analysis for recurring issues and propose long-term solutions to prevent future incidents, prioritizing long-term system health.
  • Mentorship: Act as a mentor to Level 1 and Level 2 support engineers, providing technical expertise and fostering knowledge sharing within the team.
  • Continuous Learning: Stay updated on the latest industry trends, technologies, and best practices to improve our IT support services continually.
  • Project Involvement: Assist in the deployment of new systems, software upgrades, and infrastructure projects, contributing to the growth and enhancement of our clients' IT environments.
  • Documentation: Maintain accurate documentation of configurations, procedures, and troubleshooting steps to ensure transparency and efficiency in IT operations.
Prerequisites
  • A minimum of 4 to 6 years of experience in a technical IT role, with a specific focus on Microsoft Systems and VMware administration, encompassing at least 3 to 5 years of expertise in the core areas of Windows Server, Hyper-V, VMware, Data Centre Hardware, Firewalls, Routers & Switches, and Wireless technologies.
  • Proficiency and confidence in working with a wide range of Microsoft technologies, including On-Premises Active Directory (AD), Azure Active Directory, On-Premises Exchange, Exchange Online, Office 365 Applications, SharePoint, Microsoft Teams, and server administration tasks such as DHCP, DNS, RDP, and Group Policy.
  • A bachelor's degree in computer science, Information Technology, or a related field is preferred. However, equivalent work experience may be considered.
  • Proven experience in an IT support role with Level 2/3 responsibilities, showcasing expertise in resolving complex technical issues.
  • Demonstrated experience in administrating VMware and Microsoft Servers.
  • In-depth knowledge of network protocols, security principles, and infrastructure components.
  • Exceptional problem-solving skills, with the ability to think analytically and perform effectively under pressure.
  • Outstanding communication and interpersonal skills, enabling the explanation of technical concepts to non-technical users.
  • Possession of relevant certifications is highly desirable, including but not limited to CompTIA A+, Microsoft Certified Solutions Expert (MCSE), or Cisco Certified Network Associate (CCNA).
  • Ability to work both independently and collaboratively as part of a team, demonstrating a strong sense of accountability and unwavering attention to detail.
  • Valid driver's license and reliable transportation for travel to various customer sites, including metro and regional areas, and mine sites.
Advantageous Qualifications
  • Working in an Enterprise / Services environment.
  • ITIL Certification.
  • MCSE, CCENT, CCNA, VCP, A+ certifications are highly regarded.
  • Good understanding of Dell Servers and End User Technologies.
  • Any experience with managing projects and BA style responsibilities highly favourable.
  • Experience with ticketing systems and RMM tools.