Technical Support Officer

Pet wellness 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 Perth. 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 BSO role at AEA look like?**
Reporting to the Technical Support Manager, the 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 and troubleshoot issues while providing exemplary customer service.

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

- Providing onsite (Yokine) and remote support to internal stakeholders
- First level 365 support (e.g., new user set-up, distribution groups, mailbox setup, password maintenance and distribution)
- Monitoring daily processes and procedures such as backup monitoring and event log monitoring
- Assist with installations, testing and the upgrade of systems and software
- This role will require to be part to the on-call roster

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/University degree in technology/computer science/networking/information security or equivalent industry experience or certifications (e.g. COMPTIA-A+, MCP or MCSE)
- Demonstrated Customer Service experience 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 365 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

**What are the benefits of working for AEA?**
- Pet wellness discounts (including discounted vet treatments and products)
- Gym discounts including Fitness Passport
- Strong focus on work/life harmony
- 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 have campers, runners, podcasters, swimmers, mothers, fathers and every other variety of person. We have happy people, caring people, developing leaders, family people You will find family here. You will find friends here and if you like, bring your friends too

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