ICT Service Desk Team Leader

5 days ago

Melbourne, Victoria, Australia Family Doctor Pty Ltd Full time

About the Role:

We are seeking a highly skilled and efficient ICT Service Desk Team Leader to ensure timely support and issue resolution for our growing network of medical and dental centres.

Family Doctor Pty Ltd is a network of practices operating in most states and territories across Australia. Our Support Office is located in a central location.

This role has been established as part of the transition of IT support back in-house and the desire to continue to provide high-quality support to our network of practices.

Key Responsibilities:

  • Managing the timely and effective ICT support desk
  • Creating a positive customer support experience using helpdesk, email, and phone to ensure timely resolution or escalation and logging all incidents and requests through the helpdesk system
  • Monitoring and maintaining systems, providing support to ensure they run effectively and efficiently
  • Responsibility for server and workstation management in conjunction with Network Lead
  • Providing Level 1, 2, and 3 support
  • Delivering exceptional technical support and operating within specific SLAs
  • Migration, implementation, configuration, deployment of Windows virtualized servers
  • Migration of Exchange services
  • SQL server database administration, troubleshooting, and maintenance
  • Working as part of a business that is constantly evolving and contributing to our roadmap
  • Creation, modification, and management of support documentation
  • Helping to manage the deployment, configuration, and security of desktop and mobile devices
  • Assisting with the maintenance and management of IT assets including their acquisition, transfer, and disposal
  • Working cooperatively within the team to continually improve the value of ICT services to the group through the provision of appropriate, efficient, and effective support, solutions, and infrastructure

About You:

  • Strong analysis & troubleshooting skills
  • Excellent verbal and written communication skills
  • Ability to work under pressure in a challenging environment
  • Exceptionally good attention to detail
  • Thrive working on concurrent problems, including issue triage and prioritization
  • Able to follow instruction and work within IT deadlines
  • Ability to work alone and manage rapidly changing priorities
  • High learning agility
  • Valid driver's license
  • Proactive, flexible attitude to work with a willingness to be included in rosters

Requirements:

  • Minimum 5 years' experience in a customer service-based role
  • Minimum 2 years' experience in a Level 3 support role
  • Excellent Knowledge networking fundamentals TCP/IP, LAN, WAN
  • Network experience including switching, routing configuration, and installation
  • Experience in diagnosis and repair of hardware and software issues on servers and client computers
  • Excellent knowledge of Microsoft server technologies (AD, Group Policies, DNS, Hyper-V & Exchange administration)
  • Experience with installation, maintenance, repair, and support of the ICT environment and systems by applying knowledge and technical skills in several of the following technologies: Microsoft Windows, Microsoft Server, Remote access (Screen Connect/Connect Wise), Helpdesk (Atera, Spiceworks, etc), Network and performance monitoring Tools, Unifi networking equipment, Windows server system administration – Active Directory, DHCP, and DNS, 3 CX (Vo IP PABX), Backup – monitoring and troubleshooting (Shadow Protect, Acronis, Veeam, Altaro), Microsoft Exchange implementation, migration, management (local and online), Virtualization implementation, migration, management (Hyper-V, VMware)

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