Technical Support Specialist

2 weeks ago

Docklands, Victoria, Australia Link Group Full time

Position Overview

As a Technical Support Specialist, you will be responsible for delivering comprehensive hardware, software, and infrastructure assistance to end users. Collaborating closely with the End User Support Team, you will provide advanced operational support, ensuring prompt and effective resolution of incidents and service requests. Your role will encompass desktop support, asset management, configuration, software installation, and basic room support.

Location: This position is based in a dynamic urban environment.


Key Responsibilities

  • Deliver exceptional customer service while adhering to best practice methodologies.
  • Manage support tickets efficiently to meet key performance indicators.
  • Take ownership of support tickets and maintain regular communication regarding progress.
  • Serve as a subject matter expert, escalating issues as necessary.
  • Adopt a proactive approach to close knowledge gaps and minimize inefficiencies.
  • Analyze Service Desk calls related to Desktop Devices and incident data to identify potential user training needs and automation opportunities.
  • Contribute to the knowledge management database by developing technical support articles.
  • Drive service enhancements by creating process and procedure documentation.
  • Assist in major incident management and problem management processes as required.
  • Provide second and third-line operational support, including desktop and client assistance, local server and network support, and on-site training for end users.
  • Oversee the configuration and installation of Desktop systems, including patch updates and hardware replacements.
  • Maintain accurate records of all assigned support tickets to facilitate effective service management reporting.
  • Monitor security profiles and antivirus software on all Desktop Devices, taking necessary actions in case of non-compliance.
  • Support the investigation of issues and help identify workarounds, solutions, and root causes.
  • Implement agreed-upon solutions in collaboration with the End User Support Manager and Problem Management Team.
  • Manage user relationships and engage with the Service Delivery Team and third-party vendors as needed.
  • Participate in project-related activities and document knowledge to assist operational teams.
  • Exhibit an exceptional customer-facing demeanor and provide immediate technical assistance where applicable.
  • Support Disaster Recovery initiatives as necessary.


Qualifications and Attributes

  • Detail-oriented and performance-driven, capable of leading by example.
  • Outstanding communication and interpersonal skills, able to convey technical information clearly to non-technical stakeholders.
  • Customer-centric mindset.
  • Composed and confident, with the ability to set expectations and provide reassurance.
  • Strong capability to identify and manage information security, risk, and compliance issues.
  • Ability to work independently while also mentoring colleagues and supporting the broader IT function.
  • Technically proficient with significant experience in modern desktop environments, including Citrix and Azure Desktop technologies.
  • Logical thinker with a structured approach to troubleshooting complex systems.
  • Committed to continuous service improvement principles.
  • Skilled in documenting complex processes using tools such as MS Visio.
  • Extensive knowledge of industry-standard applications, including the O365 suite, Active Directory, and deployment tools.
  • Proven experience with networking and IP telephony.
  • ITIL certification.
  • Formal technical qualifications.
  • Experience in project management.
  • Administration skills in tools like Airwatch, Insight, and SCCM.

Employee Benefits

  • Flexible work arrangements allowing for a blend of office and remote work.
  • Various leave options including parental, volunteer, and well-being leave.
  • Employee Recognition Program to acknowledge those exemplifying company values.
  • Talent Referral Program.
  • Salary sacrificing options via superannuation.
  • Access to an Employee Assistance Program.
  • Opportunities for learning and development through self-paced resources and educational support.
  • Employee discounts on services from various providers.
  • Novated car leasing options.

Company Culture

At Link Group, we foster an inclusive environment where collaboration thrives. We value diverse talents and perspectives, promoting a flexible workplace that supports employee well-being. We believe that diversity enhances client outcomes and drives continuous improvement. Join us in achieving our collective potential.

We are committed to fair treatment and do not discriminate based on diverse characteristics, including gender, age, ethnicity, and more.

Application Process

If you are interested in this opportunity, please submit your resume and a detailed cover letter outlining your skills and experience relevant to this role.

Applicants must possess the necessary work rights to be considered for a position at Link Group. Successful candidates will undergo background screening prior to employment.

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