Job Description

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- Excellent Reporting, Customer Service and Communication skills required

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- Great Culture – Small business with good sense of ownership across team

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Our Client

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Our client is small MSP business that id driven by Ownership and Accountability. They are looking for highlyskilled Senior Technical Support Specialist to join their technical supportteam. The ideal candidate will possess a deep understanding of ITinfrastructure, excellent problem-solving abilities, and strong communication skills to effectively assist clients with their technical issues and challenges.

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Common Requirement

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- Provide advanced technical support and troubleshooting assistance to clients across various industries.

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- Excellent communication and client management skills

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- Self-starting individual comfortable with decisions making and conflict handling.

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- You will need strong technical IT infrastructure solution background

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- Experience in customer service and bringing positive change for the business and team.

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- Lead by example

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- Owns his/her responsibilities and carries them to 100% rather than working by the clock.

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Role & Responsibilities

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- You will be an accomplished IT professional with a solid technical background

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- Experience in small-medium sized enterprises would also be hugely advantageous.

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General Responsibilities

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- Diagnose and resolve complex hardware, software, and network issues in a timely manner.

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- Act as an escalation point for junior technical support staff, providing guidance and mentorship as needed.

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- Collaborate with cross-functional teams to implement and maintain IT solutions tailored to clients' needs.

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- Proactively identify opportunities for system optimization and process improvement to enhance overall efficiency and performance.

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- Document and maintain accurate records of client interactions, technical solutions, and troubleshooting procedures.

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- Stay current with industry trends, emerging technologies, and best practices to continually enhance technical expertise and service delivery.

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Technical Responsibilities

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- Provide expert-level troubleshooting and resolution of complex technical issues escalated from Level 1 and Level 2 support teams. This includes resolving hardware, software, network, and system integration problems promptly and effectively.

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- Manage and maintain clients' IT infrastructure, including servers, storage systems, networking devices, and virtualization platforms. Ensure optimal performance, reliability, and security of infrastructure components.

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- Support/installation & configuration / maintenance to Windows based IT systems, laptops, mobile phones, printers, scanners, photocopiers and other general office equipment.

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- Provide support for Microsoft based infrastructure.

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- Providing technical support and advice to our customers

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- Perform advanced system administration tasks on various operating systems, such as Windows Server, Linux, and Unix. This includes configuring servers, managing user accounts, permissions, and group policies, as well as monitoring system performance and resource utilization.

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- Design, implement, and troubleshoot complex network architectures, including LAN, WAN, VPN, and VLAN configurations. Configure and manage network devices such as routers, switches, firewalls, and load balancers to ensure seamless connectivity and security.

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- Implement and maintain robust security measures to protect clients' IT environments from cyber threats and vulnerabilities. This includes deploying and managing security solutions such as antivirus software, intrusion detection systems (IDS), and firewall policies.

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- Design and implement backup strategies and disaster recovery plans to ensure data protection and business continuity for clients. Perform regular backups, test recovery procedures,



and update disaster recovery plans based on evolving business needs and risks.

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- Manage clients' cloud-based infrastructure and services, including virtual machines, storage, databases, and applications deployed on platforms such as AWS, Azure, or Google Cloud. Configure and optimize cloud resources for performance, scalability, and cost-effectiveness.

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- Serve as a technical escalation point for Level 1 and Level 2 support teams, providing guidance, mentoring, and training to enhance their technical skills and capabilities.

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Experience Requirements

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- Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent work experience).

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- Minimum of 5 years of experience in a technical support role, preferably within the IT Managed Services industry.

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- Proficiency in troubleshooting and resolving issues related to Windows and Linux operating systems, networking protocols, and hardware components.

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- Solid knowledge of virtualization technologies (e.g., VMware, Hyper‐V) and cloud platforms (e.g., AWS, Azure).

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- Experience with IT service management tools (e.g., Service Now, Remedy) and remote support tools (e.g., Team Viewer, Bomgar).

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- Excellent communication skills, both verbal and written, with the ability to effectively interact with clients and colleagues at all levels.

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- Demonstrated ability to work independently, prioritize tasks, and manage time efficiently in a fast‐paced environment.

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- Relevant certifications such as CompTIA A+, Network+, Security+, Microsoft Certified Systems Engineer (MCSE), or Cisco Certified Network Associate (CCNA) are a plus.

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On Offer

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- Great culture

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- Leadership and growth potential

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How to apply

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- If you are on our website then please apply using the "Apply Now" button below

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Other titles for this role in other organisations might be: Senior Support Engineer, Technical Support Specialist, IT Infrastructure Engineer, Systems Engineer (Level 3), Escalation Engineer, Client Manager, Escalations Manager, Customer Satisfaction Manager, IT Manager

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📌 Senior Technical Support Specialist (Melbourne)
🏢 Appetency Recruitment Services
📍 Melbourne