Technical Support Specialist

Edward Mann; City of Melbourne; Hybrid; AUD 77,000 - 94,000; Full time

Benefits offered by this job

Salary packaging

Superannuation

Hybrid work model

Onsite role during probation

Job summary

Edward Mann Ltd is seeking an experienced ICT Support Specialist (Level 2) to join a progressive healthcare organisation based in Elsternwick, VIC, with national reach. You will deliver Level 1 and 2 IT support, prioritise VIP issues, and proactively optimise core business workflows. The role is full-time onsite during probation, then hybrid.

Occasional travel to QLD and across Melbourne may be required. Offering up to $85,000 + Super (circa $100k package) and Salary Packaging, suitable for an

Qualifications

• Tertiary IT qualification or equivalent industry experience with vendor certifications.
• Minimum 3 years’ IT support experience with Level 2 depth.
• Strong knowledge of Microsoft 365, Intune, Windows/macOS support and ITSM platforms.

Responsibilities

• Perform Level 1 and 2 incident resolution, triage, and prioritisation.
• Provide white-glove, VIP care and rapid response to senior stakeholders.
• Support across Microsoft 365 apps, endpoints, and mobile devices.
• Handle infrequent local travel for onsite user support and office visits.
• Manage ITSM tickets in Freshservice and document in line with SLAs.
• Escalate complex issues with clear handover notes.

Skills

End-user support

VIP care

Microsoft 365

Intune management

IT asset management

Onsite travel

Education

Tertiary IT qualification

Certificate IV/Diploma in IT or Networking

Tools

Freshservice

Microsoft Intune

Microsoft 365

Job description

Edward Mann is looking for an experienced ICT Support Specialist (Level 2) on behalf of a progressive, growing Healthcare organisation based in Elsternwick, VIC, but with a national presence.

The role offers a competitive package of up to $85,000 + Super + Salary Packaging (Circa $100k package) and is perfect for an autonomous, technically savvy specialist who thrives on optimising core business workflows. The business is going through exponential growth and there will be opportunities to progress and devlop your career.

*Occasional travel will be required to QLD and across the greater Melbounre area* - The role will be full-time onsite whilst in probation, then become hybrid.

Position Purpose

To deliver responsive Level 1 and Level 2 IT support, ensuring a productive and well-supported workforce. This position requires someone who thrives on collaboration while maintaining complete autonomy—proactively prioritising support queues, reacting swiftly to VIP issues, handling asset administration, and conducting infrequent local travel across Melbourne when onsite support is required.

Key Focus Areas & Responsibilities

End User Support, Ticket Prioritisation & VIP Care

• Perform Level 1 and Level 2 incident resolution, advanced troubleshooting, and dynamic ticket triage and prioritisation.
• Provide white-glove, responsive support and swift reaction times to VIP stakeholders and senior leadership.
• Provide responsive end-user support across Microsoft 365 (Outlook, Teams, OneDrive, SharePoint), business apps, Windows/macOS endpoints, and mobile devices.
• Manage infrequent local travel across Melbourne for occasional onsite user support, hardware deployment, or office visits.
• Operate the ITSM platform (Freshservice) to triage, prioritise, and document tickets in line with SLAs.
• Escalate complex incidents to senior infrastructure and systems administrators with clear handover notes.

Asset Administration & Lifecycle Management

• Administer the IT asset register and manage end-to-end hardware lifecycles (procurement coordination, deployment, refresh, and secure decommissioning).
• Maintain accurate records across laptops, mobile devices, and peripherals ensuring data quality and security compliance.
• Coordinate device imaging, provisioning, and enrolment into Microsoft Intune ahead of user deployment.

IT Training & User Enablement

• Deliver IT training for new employees during onboarding and ongoing capability development sessions (face-to-face and remote).
• Develop and maintain user-facing knowledge base articles, how-to guides, and self-service content.
• Provide hypercare and adoption support during major platform rollouts, acting as a patient user advocate within the ICT team.

Desireables

• Qualifications: Tertiary qualification in IT, Certificate IV/Diploma in IT or Networking, or equivalent industry experience supported by current vendor certifications.
• Certifications (Highly Regarded): Microsoft certifications (e.g., MS-900 M365 Fundamentals, MD-102 Endpoint Administrator) or ITIL 4 Foundation will be highly regarded.
• Experience: Minimum 3 years’ IT support experience with demonstrable Level 2 depth.
• Technical Stack: Strong working knowledge of Microsoft 365, Microsoft Intune endpoint management, Windows/macOS support, and ITSM platforms (Freshservice).
• Stakeholder Skills: Exceptional organisational skills with a proven track record of handling high-priority ticketing queues and reacting swiftly and professionally to VIP requests.

Edward Mann Ltd is committed to equal opportunity and diversity. Suitable candidates with equivalent qualifications and more or less experience can apply.