IT Support Technician

3 days ago

Melbourne, Australia Milestone IT Full time

Permanent role
- Manage service provider
- Supervising a small team

Are you an experienced IT professional with a proven track record of managing a small team of service desk personnel in a Managed Service Provider (MSP) environment? Can you confidently tackle and resolve complex technical issues? We have an exciting opportunity for a Level 3 IT Support Consultant to join our team

As a Level 3 IT Support Consultant, you will play a vital role in maintaining our reputation for excellence by effectively managing a small team of service desk personnel and ensuring efficient resolution of complex technical issues.

**Responsibilities**:

- Lead and supervise a small team of service desk personnel, providing guidance and support in resolving complex IT issues within an MSP environment.
- Collaborate with clients, vendors, and internal teams to understand and prioritize technical requirements and deliver exceptional customer service.
- Analyze and troubleshoot complex technical problems, utilizing your expertise to identify root causes and implement effective solutions.
- Ensure adherence to established service level agreements (SLAs) and key performance indicators (KPIs) to meet or exceed client expectations.
- Develop and maintain comprehensive documentation, knowledge base articles, and standard operating procedures (SOPs) to facilitate efficient issue resolution and knowledge sharing.
- Stay updated with the latest industry trends, best practices, and emerging technologies, continuously expanding your skill set to stay ahead of the curve.
- Act as a point of escalation for challenging technical issues, working closely with team members to ensure timely and satisfactory resolution.
- Conduct regular performance evaluations for team members, fostering professional growth and providing constructive feedback.

**Requirements**:

- Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
- Proven experience in managing a small team of service desk personnel within an MSP environment.
- Extensive knowledge and expertise in resolving complex technical issues, including hardware, software, and network troubleshooting.
- Familiarity with ITIL best practices and frameworks for service management.
- Strong customer service orientation with excellent communication skills, both verbal and written.
- Ability to effectively convey technical information to non-technical individuals.
- Exceptional organizational and time management skills, capable of prioritizing and handling multiple tasks simultaneously.
- Relevant certifications such as ITIL, CompTIA A+, Microsoft Certified Solutions Expert (MCSE), or equivalent, are highly desirable.

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