Technology Support Specialist

Emmbr; City of Melbourne; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

On-site role five days a week

Job summary

Emmbr in Melbourne is seeking an experienced Technology Support Specialist to deliver high-touch Level 2 support across clinicians, senior stakeholders and staff, on-site five days a week in the Eastern Suburbs.

You will troubleshoot Windows, mobile devices, AV, printers, software and networking, act as escalation from the Service Desk and drive ITIL-aligned incident, request and change management while collaborating with ICT teams.

Qualifications

• Proven Level 2 end-user support experience in a fast-paced environment.
• ITIL Foundation certification or equivalent service management training.
• Exceptional customer service with strong written and verbal communication.
• Excellent communication with clinicians and senior stakeholders.
• Strong troubleshooting capability and ownership mindset.
• Valid driver's license and compliance to Australian requirements.

Responsibilities

• Deliver high-touch, face-to-face Level 2 support to clinicians, senior stakeholders and staff.
• Troubleshoot Windows, mobile devices, AV, hardware, software, printers, applications and networking issues.
• Act as escalation point from the Service Desk, ownership through to resolution.
• Manage technology operations across your site, maintaining service quality and user experience.
• Apply ITIL practices across Incident, Request and Change Management within SLAs.
• Collaborate with specialist ICT teams while driving continuous improvement, documentation and knowledge sharing.

Skills

Level 2 end-user support

ITIL Foundation

Customer service

Communication skills

Troubleshooting

Driver's license

Education

ITIL Foundation Certification

Job description

• Permanent | 5 days on site | Eastern Suburbs
• Broaden your skills. Accelerate your IT career.

About the Job

Technology should never get in the way of delivering outstanding care, and that's where you come in. We're looking for an experienced Technology Support Specialist who brings together strong Level 2 technical capability, exceptional customer service and polished communication. This is a highly visible, hands‑on role where you'll become a trusted technology partner to clinicians, senior stakeholders and staff, taking ownership of issues and delivering a consistently professional experience.

You'll own the technology environment across your site, 5 days a week on site, where you will tackle complex end‑user issues and work closely with specialist teams across infrastructure, applications and networking. This is more than another ticket‑driven support role, it's an opportunity to build relationships, broaden your technical exposure and make a genuine impact, while creating a pathway towards future senior technical or leadership opportunities.

About the Role

• Deliver high‑touch, face‑to‑face Level 2 support to clinicians, senior stakeholders and staff.
• Troubleshoot Windows, mobile devices, AV, hardware, software, printers, applications and networking issues.
• Act as an escalation point from the Service Desk, taking ownership of issues through to resolution.
• Manage technology operations across your site, maintaining service quality, readiness and an exceptional user experience.
• Apply ITIL practices across Incident, Request and Change Management while working within agreed SLAs.
• Collaborate with specialist ICT teams while driving continuous improvement, documentation and knowledge sharing.

About You

• Proven Level 2 end‑user support experience within a fast‑paced, complex environment.
• ITIL Foundation certification or equivalent service management training, backed by practical ITIL/ITSM experience.
• Exceptional customer service skills and a genuine passion for helping people, not simply resolving tickets.
• Excellent verbal and written communication, with the confidence to engage professionally with clinicians, senior stakeholders and non‑technical users.
• Strong technical troubleshooting capability combined with ownership, independence, composure and the ability to manage competing priorities.
• Holds a current driver's licence and meets mandatory compliance requirements, including Australian citizenship or permanent residency.