Position Overview:The IT Support Officer Level 3 is a key member of the Family Doctor IT team, responsible for managing and resolving technical support issues across Level 1, Level 2, and Level 3. The role serves as the subject matter expert (SME) for both the 3CX phone system and Best Practice Software, ensuring smooth system operation across the network of over 109 clinics and providing critical support for clinic performance. This role will focus on troubleshooting complex IT issues, implementing new systems, and maintaining IT accreditation compliance documentation. The position requires after-hours support and travel to clinics as needed.
Key Responsibilities: Technical Support Across Levels 1, 2, and 3Subject Matter Expert (SME) – 3CX Phone SystemSubject Matter Expert (SME) – Best Practice SoftwareNetwork & Infrastructure SupportSystem Implementations & UpgradesOn-site and After-Hours SupportDocumentation & Accreditation ComplianceTechnical Expertise:Strong understanding of networking, infrastructure management, and troubleshooting across multiple platforms.Expertise in 3CX phone systems, including configuration, support, and training.Deep knowledge of Best Practice Software, including installation, configuration, third-party integration, and troubleshooting.Familiarity with medical IT systems (e.g., Medical Director) and health-related technologies.Knowledge of server environments (Windows Server, Linux), virtualization (VMware, Hyper-V), and cloud technologies (Azure, AWS).Problem-Solving:Ability to diagnose and resolve a wide range of IT issues from Level 1 through to Level 3.Proactive approach to identifying and mitigating IT risks before they impact clinic operations.Ability to improve the performance of clinic teams through optimized IT and Best Practice Software usage.Excellent verbal and written communication skills, with the ability to explain complex technical concepts to non-technical staff.Strong interpersonal skills, with the ability to work closely with clinic staff and other IT team members.Flexibility & Adaptability:Willingness to work after hours and travel between clinic locations as required.Ability to work independently and take ownership of tasks in a dynamic, growing environment.Required Qualifications & Experience: Bachelor's degree in Information Technology, Computer Science, or a related field.5+ years of experience in IT support, with experience across Levels 1, 2, and 3 support.Experience with 3CX phone systems and Best Practice Software is highly desirable.Industry certifications such as CompTIA Network+, CCNA, MCSA, or equivalent are highly desirable.Proven experience with remote and on-site technical support, including after-hours availability.Valid driver's license and the ability to travel to various clinic locations.This position ensures a high level of IT support across multiple clinics, offering advanced technical expertise in 3CX phone systems, Best Practice Software, and comprehensive documentation to meet accreditation standards.
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