Technical Specialist

1 week ago

Melbourne, Victoria, Australia beBeeSpecialist Full time $80,000 - $160,000

Job Description:

We are seeking a skilled Technical Specialist to join our team. As a Technical Specialist, you will be responsible for designing and implementing Access Management solutions for our clients.

Your Key Responsibilities:

  • Act as the primary interface between the customer, our organization, and product vendor to proactively manage the delivery of expected support or agreed managed services.
  • Perform initial trouble shooting to identify potential cause of issues and implement required fixes.
  • Support all inbound queries end-to-end, including progress tracking and reporting functions
  • Assist the lifecycle of all calls, ensuring calls/tickets are closed as efficiently as practical with the highest level of customer satisfaction possible
  • Maintain the helpdesk case logging system, documentation, user manuals and procedures to ensure information is recorded and updated accurately
  • Identify opportunities for improvement of processes and implement
  • Maintain relevant technology skills and/or certifications
  • Partake in a rostered rotation for on call out of hours support for 24/7 support clients

Required Skills and Qualifications:

We are looking for someone with experience providing technical support and administration of enterprise-level, back-end software solutions. You should have a proven track record within a technical IT/IS Service Desk/Support Desk and/or an IT Operations/Administration team, including the use of helpdesk ticketing systems.

You should also have:

  • Working knowledge of core platform technologies: Windows Server, Active Directory, Networking, MS SQL Server, IIS, PowerShell, and SSL Certificates.
  • An understanding of Identity and Access Management concepts, e.g. Active Directory, User Accounts, Group Membership, Role Based Access, the Identity Lifecycle, Password Management, etc.
  • Ability to perform advanced Level 2/Level 3 Technical troubleshooting, providing a high level of customer service
  • Experience in working within an ITIL-based operational framework, including navigating successfully within Incident Management, Problem Management, and Change Management processes. Preferred but not essential.
  • Good analytical, problem solving, critical reasoning skills, as well as the ability to communicate well and be a team player
  • A fast adopter of new technologies

Benefits:

We offer a competitive salary, and a range of benefits to support your career development and well-being.

What We Can Offer:

We are committed to providing a supportive and inclusive work environment that allows our employees to thrive.

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