Technical Support Specialist

XRHealth; City of Whitehorse; Híbrido; AUD 60.000 - 80.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Dynamic work environment

Ongoing training in technologies

Work from home flexibility

Descripción de la vacante

A leading healthcare technology company is seeking a Technical Support Specialist to join their Vermont team. In this hybrid role, you'll support clinicians and patients with virtual reality healthcare applications while managing VR devices. Key responsibilities include Microsoft 365 administration, device configuration, and user support. The ideal candidate has MSP experience, strong troubleshooting skills, and a customer-oriented mindset. This position offers ongoing training and the opportunity to make a meaningful impact in healthcare.

Formación

• Minimum of 2 years of technical support or IT administration experience.
• Strong background in MSP environments is highly preferred.
• Flexibility to respond to occasional technical emergencies.

Responsabilidades

• Administer identity and access management for users.
• Manage Microsoft 365 and Active Directory accounts.
• Oversee VR headset fleet management and onboarding.

Conocimientos

Managed Service Provider experience

Active Directory administration

Microsoft 365 administration

Troubleshooting hardware and software

Customer-oriented mindset

Excellent communication skills

Herramientas

Okta

HubSpot

Zendesk

Descripción del empleo

Technical Support Specialist
Vermont, Vic, Australia 3133

Eligibility

Must hold Australian Permanent Residency (no sponsorship). Must be located close to Vermont (Australia) 3133 and hold a current Victorian driver's licence.

Location

Vermont, Vic, Australia 3133 (Hybrid role)

Hours

10:00am - 6:00pm AEDT

About the Role

XRHealthAustralia is seeking a Technical Support Specialist to join our Vermont-based team. This role supports both clinicians and patients in using our virtual reality (VR) technology for healthcare applications, while also managing and maintaining VR devices and systems in our office. The ideal candidate is a hands‑on problem solver with a strong background in MSP environments, Active Directory, Microsoft 365 administration and HubSpot.

You will be the primary technical point of contact for XRHealthAustralia, responsible for:

• Identity & access management
• Microsoft 365 and Active Directory administration
• VR headset fleet management
• End‑user device setup and lifecycle
• Clinician and patient technical onboarding
• Coordination with global IT team

You’ll work independently on-site in Vermont while collaborating with international teams to ensure our systems, users, and devices operate securely and efficiently.

Key Responsibilities

Identity, Access & Security

• Administer Okta (application assignment, role management, MFA resets, login troubleshooting)
• Manage XRHealth platform access for clinicians and patients
• User provisioning and de‑provisioning across systems
• VPN setup and access support

Microsoft 365 & Active Directory

• Create, deactivate, and manage user accounts
• Group and distribution list management
• Password resets and access troubleshooting
• Shared mailbox creation and email changes
• Microsoft 365 license assignment
• Active Directory administration
• Domain joining of new devices

Communication & Support Platforms

• Slack user management
• Zoom account setup and troubleshooting
• Zendesk (T3) ticket triage and escalation

Device Management

• Manage Meta Quest 3S headsets (factory resets, firmware updates, configuration)
• Meta Device Manager & Manage XR device enrolment and monitoring
• Headset refurbishment and preparation for shipping
• Secure data wiping
• Headset onboarding for clinicians and patients

Admin & Logistics

• Monitor and manage tech inbox
• Device shipping and receiving coordination
• Maintain accurate documentation of systems and processes
• Assigning devices in HubSpot, MDM & Platform

Required Experience

• Strong MSP experience – previous work in a managed service provider (MSP) environment is highly preferred.
• Active Directory and Microsoft 365 administration experience is essential.
• Minimum of 2 years of technical support, helpdesk, or IT administration experience.
• HubSpot experience is highly desired.
• Proven troubleshooting skills with both hardware and software systems.
• Excellent communication skills with the ability to explain technical concepts to non‑technical users.
• Experience with device configuration, system setup, or IT asset management.
• Customer‑oriented mindset and ability to work autonomously in a fast‑paced environment.
• Flexibility to respond to occasional technical emergencies outside of normal working hours.
• Must reside in Victoria, Australia and hold Permanent Residency (no sponsorship).
• Valid driver’s licence and car.

Highly Regarded

• Experience with MDM platforms
• Experience with HubSpot
• Exposure to healthcare or regulated environments

We Offer

• A dynamic and innovative work environment at the intersection of healthcare and XR technology.
• Ongoing training in emerging technologies.
• Hybrid flexibility – work from home and attend the Vermont office.
• The opportunity to make a real impact by supporting clinicians and patients through cutting‑edge VR healthcare solutions.