Systems Support & Training Specialist

Evercare; Brisbane; On-site; AUD 70,000 - 95,000; Full time

Job summary

Evercare, a Brisbane-based GP clinic network, uses a membership-based care model and custom tech to support patient apps, online bookings and telehealth. We are seeking a Systems Support & Training Specialist to empower clinical teams to work efficiently with our software and hardware.

You will troubleshoot issues, deliver engaging onboarding for doctors and clinic staff, and collaborate with developers and IT providers to improve training materials and processes.

Qualifications

• Experience in systems support, IT helpdesk, or software training.
• Familiarity with Windows, Microsoft 365, SharePoint, Outlook and VoIP systems.
• Healthcare or clinical management software experience preferred.
• Ability to train staff and onboarding for doctors.

Responsibilities

• Provide frontline support for clinical software, applications, systems and clinic hardware.
• Troubleshoot issues remotely and in person with effective escalation when needed.
• Manage support tickets, log errors and track resolution.
• Coordinate with developers and IT providers for issue resolution.
• Deliver systems training and onboarding for new doctors and staff.
• Develop user-friendly training materials and guides.
• Support testing of new software features and updates.

Skills

Communication

Organisational skills

Prioritisation

Troubleshooting

Technical aptitude

Training delivery

Tools

Windows

Microsoft 365

SharePoint

Outlook

VoIP systems

Job description

Evercare operates GP clinics using a unique membership-based care model, supported by custom technology that enables patient apps, online bookings, telehealth, and clinical workflows. As we continue to grow, we’re strengthening frontline support to ensure our systems help care delivery.

About the Role

Evercare is seeking a highly organised, personable and solutions-focused Systems Support & Training Specialist to support our clinical teams, troubleshoot technology issues and deliver effective systems training.

This is a hands-on, people-focused role combining technical support, training, issue management and software testing. The successful candidate will be the first point of contact for systems and technology enquiries, ensuring issues are prioritised, followed through and resolved effectively.

A key part of the role involves onboarding and training new doctors, confidently representing Evercare and communicating our vision and approach to healthcare.

We are looking for someone with strong technical aptitude who learns quickly, communicates exceptionally well and takes ownership of problems through to resolution.

Key Responsibilities

Provide frontline support for Evercare's clinical software, applications, systems and clinic hardware.

Troubleshoot technical issues remotely and in person, identifying solutions, workarounds or appropriate escalation pathways.

Manage support tickets and internal error logs, ensuring issues are prioritised, tracked, followed up and resolved.

Liaise with internal developers and external IT providers to coordinate issue resolution.

Communicate effectively with team members, providing timely updates and ensuring issues are closed satisfactorily.

Independently establish and maintain service level agreements (SLAs) for support response and resolution times.

Support Microsoft 365 applications, including Outlook and SharePoint.

Assist with the management of clinic phone systems, hardware, mobile devices and building access.

Regularly analyse and report on the volume, types and trends of support requests, identifying recurring issues and implementing improvements to training resources, support materials and processes to reduce future support requirements.

Training & Onboarding

Deliver systems training and onboarding for new doctors and clinic team members.

Confidently represent Evercare, communicating our vision, values and approach to healthcare.

Support team members in using existing systems and transitioning to new technology.

Develop and maintain user-friendly training materials, guides and instructional resources for staff and patients.

Identify knowledge gaps and opportunities to improve team capability.

Software Testing & Improvement

Work alongside the development team to test new software features and updates before release.

Identify bugs, usability issues and opportunities for improvement.

Provide practical feedback based on frontline support experiences and user needs.

Assist with the implementation, communication and training of new system functionality.

Skills & Attributes

Exceptional communication and interpersonal skills, with the confidence to engage professionally with doctors and clinic teams.

Strong organisational skills and the ability to prioritise, manage and follow through on multiple tasks.

Excellent problem-solving ability and a logical approach to troubleshooting.

Strong technical aptitude and the ability to learn unfamiliar systems quickly.

A proactive, resourceful approach with a high level of ownership and accountability.

Confidence delivering training and explaining technology to users with varying levels of experience.

A friendly, patient and professional manner, particularly when dealing with challenging situations.

Ability to work independently and collaboratively across different teams.

Experience in systems support, IT helpdesk, technical support, software training or a similar role.

Familiarity with Windows, Microsoft 365, SharePoint, Outlook and VoIP systems.

Experience with ticket management, software testing or user acceptance testing.

Experience developing training materials or supporting software implementations.

Experience in healthcare or with clinical management software.

Foundational understanding of clinical maintenance for telephony, printing & networks.

Familiarity with a clinical environment, operations, roles & responsibilies.

Previous experience with Evercare's systems is not required. Training will be provided.

Location & Requirements

This is a full-time, in-person position based on Brisbane's northside. The successful candidate must be locally based and have their own transport to travel between multiple clinic locations.