Senior IT Support Engineer – Remote Escalation Lead

Genie Hiring; Melbourne; Hybrid; AUD 90,000 - 110,000; Full time

Benefits offered by this job

Great culture

Leadership and growth potential

Job summary

Appetency Recruitment Services is seeking a Senior Technical Support Specialist in Melbourne. In this role, you will provide expert-level technical support, managing complex IT infrastructures and ensuring seamless client service. The ideal candidate should have a deep understanding of IT systems, strong communication abilities, and a problem-solving mindset.

This position offers a remote or hybrid working model, providing an excellent culture and opportunities for professional growth.

Qualifications

• Minimum of 5 years of experience in a technical support role.
• Proficiency in troubleshooting Windows and Linux operating systems.
• Relevant certifications like CompTIA A+, Network+, or CCNA are a plus.

Responsibilities

• Provide advanced technical support to clients.
• Diagnose and resolve complex hardware, software, and network issues.
• Collaborate with cross-functional teams on IT solutions.

Skills

Advanced technical support

Problem-solving

Communication skills

Client management

Technical IT infrastructure

Leadership

Education

Bachelor's degree in Computer Science or related field

Tools

ServiceNow

TeamViewer

AWS

Azure

VMware

Job description

Senior Technical Support Specialist j-83mt7f

• ExcellentReporting, Customer Service and Communication skills required
• GreatCulture – Small business with good sense of ownership across team

OurClient:

Our client is small MSP business thatid driven byOwnership and Accountability. They are looking for highlyskilled Senior Technical Support Specialist to join their technical supportteam. The ideal candidate will possess a deep understanding of ITinfrastructure, excellent problem-solving abilities, and strong communicationskills to effectively assist clients with their technical issues andchallenges.

Common Requirement:

• Provideadvanced technical support and troubleshooting assistance to clientsacross various industries.
• Excellentcommunication and client management skills
• Self-startingindividual comfortable with decisions making and conflict handling.
• Youwill need strong technical IT infrastructure solutionbackground
• Experiencein customer service and bringing positive change for the business andteam.
• Leadby example
• Ownshis/her responsibilities and carry's them to 100% rather than working bythe clock.

Role & Responsibilities

• Youwill be an accomplished IT professional with a strong technical background
• Experiencein small-medium sized enterprises would also be hugely advantageous.

General Responsibilities

• Diagnoseand resolve complex hardware, software, and network issues in a timelymanner.
• Actas an escalation point for junior technical support staff, providingguidance and mentorship as needed.
• Collaboratewith cross-functional teams to implement and maintain IT solutionstailored to clients' needs.
• Proactivelyidentify opportunities for system optimization and process improvement toenhance overall efficiency and performance.
• Documentand maintain accurate records of client interactions, technical solutions,and troubleshooting procedures.
• Staycurrent with industry trends, emerging technologies, and best practices tocontinually enhance technical expertise and service delivery

Technical Responsibilities

• Provideexpert-level troubleshooting and resolution of complex technical issuesescalated from Level 1 and Level 2 support teams. This includes resolvinghardware, software, network, and system integration problems promptly andeffectively.
• Manageand maintain clients' IT infrastructure, including servers, storagesystems, networking devices, and virtualization platforms. Ensure optimalperformance, reliability, and security of infrastructure components.
• Support/installation& configuration/maintenance to Windows based IT systems, laptops,mobile phones, printers, scanners, photocopiers and other general officeequipment.
• Providesupport for Microsoft based infrastructure.
• Providingtechnical support and advice to our customers
• Performadvanced system administration tasks on various operating systems, such asWindows Server, Linux, and Unix. This includes configuring servers,managing user accounts, permissions, and group policies, as well asmonitoring system performance and resource utilization.
• Design,implement, and troubleshoot complex network architectures, including LAN,WAN, VPN, and VLAN configurations. Configure and manage network devicessuch as routers, switches, firewalls, and load balancers to ensureseamless connectivity and security.
• Implementand maintain robust security measures to protect clients' IT environmentsfrom cyber threats and vulnerabilities. This includes deploying andmanaging security solutions such as antivirus software, intrusiondetection systems (IDS), and firewall policies.
• Designand implement backup strategies and disaster recovery plans to ensure dataprotection and business continuity for clients. Perform regular backups,test recovery procedures, and update disaster recovery plans based onevolving business needs and risks.
• Manageclients' cloud-based infrastructure and services, including virtualmachines, storage, databases, and applications deployed on platforms suchas AWS, Azure, or Google Cloud. Configure and optimize cloud resources forperformance, scalability, and cost-effectiveness
• Serveas a technical escalation point for Level 1 and Level 2 support teams,providing guidance, mentoring, and training to enhance their technical skillsand capabilities.

Experience Requirements:

• Bachelor'sdegree in Computer Science, Information Technology, or related field (orequivalent work experience).
• Minimumof 5 years of experience in a technical support role, preferably withinthe IT Managed Services industry.
• Proficiencyin troubleshooting and resolving issues related to Windows and Linuxoperating systems, networking protocols, and hardware components.
• Strongknowledge of virtualization technologies (e.g., VMware, Hyper-V) and cloudplatforms (e.g., AWS, Azure).
• Experiencewith IT service management tools (e.g., ServiceNow, Remedy) and remotesupport tools (e.g., TeamViewer, Bomgar).
• Excellentcommunication skills, both verbal and written, with the ability toeffectively interact with clients and colleagues at all levels.
• Demonstratedability to work independently, prioritize tasks, and manage timeefficiently in a fast-paced environment.
• Relevantcertifications such as CompTIA A+, Network+, Security+, MicrosoftCertified Systems Engineer (MCSE), or Cisco Certified Network Associate(CCNA) are a plus.

On Offer:

• Greatculture
• Leadershipand growth potential

How to apply:

• Ifyou are on our website then please apply using the “Apply Now” buttonbelow

Other titles for this role in other organisation might be: SeniorSupport Engineer, Technical Support Specialist, IT Infrastructure Engineer,Systems Engineer (Level 3), Escalation Engineer, Client Manager, EscalationsManager, Customer Satisfaction Manager, IT Manager

Appetency Recruitment specialiseson fulfilling executive, IT and Digital positions. ARS present only the bestcandidates who can contribute to our client's growth.