Networks & Systems Administration (Information & Communication Technology)Our client requires two M365 technical specialists for their Canberra office for an immediate start.Security clearance is required (ideally NV1, minimum BASELINE).The M365 Technical Specialist is responsible for providing level 2-3 technical support while ensuring the highest standard of customer service for this Federal Client's staff. You will play a senior role in providing technical guidance for the service desk, leading complex digital projects, managing escalations, and ensuring adherence to ITIL processes for incidents, problems, and change management.The role requires a hands-on approach with a strong technical background, excellent leadership, and problem-solving skills to ensure efficient and effective technical support.The successful candidate would:Provide in-depth technical support across a range of IT systems, including extensive experience administering Microsoft 365 along with Active Directory and other business-critical applications.Take a lead role in problem management and root cause analysis for recurring issues.Ensure clear communication with users, providing timely updates on incidents, requests, and planned changes.Act as the primary point of contact for complex technical issues.Manage ticket queues, ensuring timely resolution and accurate documentation.Coordinate with external vendors and partners for third-party support.Drive continuous improvement initiatives for the service desk, including process optimization, automation, tool enhancements, and customer satisfaction.Maintain and update documentation, including knowledge base articles, troubleshooting guides, and technical procedures.The ideal candidate will have:Bachelor's degree in Information Technology, Computer Science, or a related discipline, or equivalent professional experience.ITIL Certification.Microsoft Certification.Experience working in government/public sector.Work from home is available for a maximum of two days per week. The balance will be at the client's Canberra (Fyshwick) office.Remuneration based on skills and experience.Your application will include the following questions:Which of the following statements best describes your right to work in Australia?How many years' experience do you have as a technical specialist?Do you hold Australian Security Clearance?Have you completed a qualification in ICT?Do you have technical support experience?How much notice are you required to give your current employer?
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