Technical Support Officer

Pet well-being discounts (vet treatments and products)
- Gym discounts (Fitness Passport)
- Ongoing training and career pathways

**About Animal Emergency Australia**
Animal Emergency Australia (AEA) provides emergency vet care across multiple hospitals in Queensland, Tasmania, and Western Australia. We are a home for veterinary professionals to do and be their best. At AEA we are dedicated to continual improvement in the care we provide the patients who rely on us. To do this, we strive to create a culture of continual improvement within each individual team. Through providing an innovative, flexible, fun, world-class workplace, we give people who join us an opportunity to truly do, and be, their best.

**What does a TSO role at AEA look like?**
Reporting to the Technical Support Manager, the Level 2 Technical Support Officer assists in providing efficient information technology support services along with performing maintenance and upgrades on departmental IT equipment to ensure effective operations at optimal speed and capacity, for the AEA group. This role will provide IT support for internal clients, find fixes, workarounds and solutions by troubleshooting issues while providing exemplary customer service.

The role operates in a solutions-focused environment and is responsible for:

- Providing Level 2 onsite and remote support to internal stakeholders
- Assign tickets and action items where necessary
- Responding to our internal client's requests and resolving issues within a suitable timeframe
- Monitoring daily processes and procedures such as backup monitoring and event log monitoring
- Second level 365 support (e.g., new user set-up, distribution groups, mailbox setup, password maintenance and distribution) and elevate where necessary
- Supporting Windows Azure environment
- Assist with installations, testing and the upgrade of systems and software
- This role will require you to be part of the on-call roster
- This role will require travel between our SE Queensland practices and may require interstate travel at times.

The ideal applicant will be a motivated, outcomes focused individual with a passion for excellent customer service. We are looking for extraordinary people to join the team who are interested in learning and growing in their roles and believe in providing internal stakeholders with the best solutions.
- Minimum 3 years’ experience in a LVL1-LVL2 IT support role, triaging and handling complicated technical issues
- TAFE diploma or University degree in technology, computer science, Networking or information security or equivalent industry experience or certifications such as COMPTIA-A+, MCP or MCSE
- Demonstrated Customer Service experience in a previous role, ideally in a technical capacity such as IT Support or MSP
- Knowledge of ITIL service methodology (ITIL Foundations certification)
- Understanding of cybersecurity risks and management
- Proficient in desktop support knowledge particularly with end user support and administration through Active Directory, Azure Active Directory and o365 Administration
- Knowledge of Windows Server, Exchange coupled with generalist networking skills around wireless and networking IP configuration
- Generalist in technical infrastructure from desktop to firewall, backup systems and software
- Strong clients focus and excellent communication skills
- Strong troubleshooting and problem-solving skills
- Ability to multitask, prioritise work and adapt to change
- High level of communication skills, and ability to assist and communicate with non-technical people
- Drivers Licence
- Flexible timing (ideal 12pm start - 8pm finish)

**What are the benefits of working for AEA?**
- Competitive salary ($75, 000 - 85, 000) + super
- Pet well-being discounts (including vet treatments and products)
- Gym discounts including Fitness Passport
- Strong focus on work/life harmony
- 17.5% Annual leave loading
- Ongoing training and career pathing in a professional, supportive environment
- Dedicated well-being committee and initiatives across the group (e.g., Mental Health First Aid Officers, Employee Assistance Program, social events)
- Be a part of our veterinary emergency community, providing world-class services for animals
- Free parking

**At AEA we challenge the heart, support the mind, thrive on trust and operate with integrity, compassion and kindness in everything we do.