Senior Technical Support Engineer

Summary:

We are seeking a highly skilled Senior Technical Support Engineer to join our dynamic IT team in Norwest, New South Wales. This permanent, full-time role is crucial for ensuring the seamless operation of our technical support services. The ideal candidate will possess a strong background in IT support, demonstrating exceptional problem-solving abilities and a commitment to delivering outstanding customer service. This position offers an exciting opportunity to contribute to our organisation’s success while advancing your career in a collaborative environment.

Responsibilities:

• Provide expert technical support to clients, resolving complex issues in a timely manner.
• Diagnose and troubleshoot hardware and software problems, ensuring minimal disruption to client operations.
• Collaborate with cross-functional teams to enhance product functionality and improve user experience.
• Document support processes and maintain accurate records of client interactions and resolutions.
• Train and mentor junior support staff, fostering a culture of continuous improvement and knowledge sharing.
• Stay updated with the latest industry trends and technologies to provide informed support and recommendations.
• Assist in the development and implementation of support policies and procedures.

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• A minimum of 5 years of experience in a technical support role, preferably in the healthcare IT industry.
• Strong knowledge of operating systems, networking, and hardware components.
• Excellent problem-solving skills and the ability to work under pressure.
• Exceptional communication skills, both verbal and written, with a focus on customer service.
• Experience with remote support tools and ticketing systems.
• Relevant certifications (e.g., ITIL, CompTIA A+, Microsoft Certified) are advantageous.