We are seeking a highly skilled and efficient ICT Service Desk Team Leader to ensure timely support and issue resolution for our 100+ and growing group of medical and dental centres.
Family Doctor is GP Owned and Operated network of practices operating in most states and territories across Australia. Our Support Office is located in Hawthorn East. This role has been established as part of the transition of IT support back in-house and the desire to continue to provide high quality support to our network of practices.
This role will alongside the Network and Infrastructure lead to ensure the smooth operation of ICT across the network and support office. The role will lead, mentor, and motivate the service desk team. This is a hands-on role where you will get to work closely across the organization getting to know the great people we have across the country.
Responsibilities and Duties include:
Managing the timely and effective ICT support desk
Creating a positive customer support experience using helpdesk, email, and phone to ensure timely resolution or escalation and logging all incidents and requests through the helpdesk system
Monitoring and maintaining systems, providing support to ensure they run effectively and efficiently
Responsibility for server and workstation management in conjunction with Network Lead
Providing Level 1, 2, and 3 support
Delivering exceptional technical support and operating within specific SLAs
Migration, implementation, configuration, deployment of Windows virtualized servers
Migration of Exchange services
SQL server database administration, troubleshooting, and maintenance
Working as part of a business that is constantly evolving and contributing to our roadmap
Creation, modification, and management of support documentation
Helping to manage the deployment, configuration, and security of desktop and mobile devices
Assisting with the maintenance and management of IT assets including their acquisition, transfer, and disposal
Working cooperatively within the team to continually improve the value of ICT services to the group through the provision of appropriate, efficient, and effective support, solutions, and infrastructure
Availability for after-hours work and on-call roster
About You
Strong analysis & troubleshooting skills
Excellent verbal and written communication skills
Ability to work under pressure in a challenging environment
Exceptionally good attention to detail
Thrive working on concurrent problems, including issue triage and prioritization
Able to follow instruction and work within IT deadlines
Ability to work alone and manage rapidly changing priorities
High learning agility
Valid driver's license
Proactive, flexible attitude to work with a willingness to be included in rosters
Experience in IT Support:
Minimum 5 years' experience in a customer service-based role
Minimum 2 years' experience in a Level 3 support role
Excellent Knowledge networking fundamentals TCP/IP, LAN, WAN
Network experience including switching, routing configuration, and installation
Experience in diagnosis and repair of hardware and software issues on servers and client computers.
Excellent knowledge of Microsoft server technologies (AD, Group Policies, DNS, Hyper-V & Exchange administration)
Experience with installation, maintenance, repair, and support of the ICT environment and systems by applying knowledge and technical skills in several of the following technologies:
Microsoft Windows
Microsoft Server
Remote access (ScreenConnect/ConnectWise)
Helpdesk (Atera, Spiceworks, etc)
Network and performance monitoring Tools
Unifi networking equipment
Windows server system administration – Active Directory, DHCP, and DNS
3CX (VoIP PABX)
Backup – monitoring and troubleshooting (Shadow Protect, Acronis, Veeam, Altaro)
Microsoft Exchange implementation, migration, management (local and online)
Virtualization implementation, migration, management (Hyper-V, VMware)
Experience with Best Practice Software, desirable but not essential
Remuneration will be based on experience and skill level. If you wish to apply for this fantastic opportunity, please submit your resume and a cover letter outlining your suitability for the role today!
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