Senior IT Support Specialist

6 days ago


Perth, Western Australia OUI Recruitment Full time
About the Role

We are seeking an experienced Senior IT Support Escalation Engineer to join our client's Perth team.

Key Responsibilities
  • Provide escalation support to a wide range of technical issues, including Windows Server, Microsoft 365, Microsoft Azure services, and MS Windows-based workstations.
  • Manage and maintain server roles and services such as DHCP, DNS, DFSR, ensuring optimal performance.
  • Configure and administer Active Directory and Group Policy to secure and manage the IT environment efficiently.
  • Support email systems, including Microsoft Exchange (2007 to Office 365), ensuring seamless and secure communication for end-users.
  • Implement and manage backup solutions, such as Shadow Protect and VEEAM, to ensure data integrity and robust recovery options.
  • Utilise Connect Wise and Lab Tech for effective IT service management, monitoring, and automation.
  • Collaborate closely with the Service Delivery Manager and team leaders, providing technical guidance and support.
  • Document incidents, solutions, and preventative measures to enhance team knowledge and improve service quality.
  • Work proactively to identify opportunities to improve IT processes and contribute to ongoing service improvement initiatives.
Requirements
  • Minimum of 5 years' experience in IT support, including at least 3 years in a senior or Level 3 escalation role.
  • Exceptional problem-solving skills, with a keen analytical mind and a structured approach to troubleshooting.
  • Excellent communication skills, both written and verbal, with the ability to explain technical issues to non-technical users clearly.
  • Strong commitment to customer service and the ability to manage client expectations effectively.


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