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 deskCreating 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 systemMonitoring and maintaining systems, providing support to ensure they run effectively and efficientlyResponsibility for server and workstation management in conjunction with Network LeadProviding Level 1, 2, and 3 supportDelivering exceptional technical support and operating within specific SLAsMigration, implementation, configuration, deployment of Windows virtualized serversMigration of Exchange servicesSQL server database administration, troubleshooting, and maintenanceWorking as part of a business that is constantly evolving and contributing to our roadmapCreation, modification, and management of support documentationHelping to manage the deployment, configuration, and security of desktop and mobile devicesAssisting with the maintenance and management of IT assets including their acquisition, transfer, and disposalWorking 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 infrastructureAvailability for after-hours work and on-call rosterAbout You Strong analysis & troubleshooting skillsExcellent verbal and written communication skillsAbility to work under pressure in a challenging environmentExceptionally good attention to detailThrive working on concurrent problems, including issue triage and prioritizationAble to follow instruction and work within IT deadlinesAbility to work alone and manage rapidly changing prioritiesHigh learning agilityValid driver's licenseProactive, flexible attitude to work with a willingness to be included in rostersExperience in IT Support: Minimum 5 years' experience in a customer service-based roleMinimum 2 years' experience in a Level 3 support roleExcellent Knowledge networking fundamentals TCP/IP, LAN, WANNetwork experience including switching, routing configuration, and installationExperience 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 WindowsMicrosoft ServerRemote access (ScreenConnect/ConnectWise)Helpdesk (Atera, Spiceworks, etc)Network and performance monitoring ToolsUnifi networking equipmentWindows server system administration – Active Directory, DHCP, and DNS3CX (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 essentialRemuneration 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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