IT Support Team Leader - Level 2/3

Position title IT Support Team Lead.

Perm role.

Location - Mulgrave VIC 3170

Expected First Year Total Remuneration: 100,000 - 110,000 + superannuation

About the Role:

The ideal candidate will have 10+ years of experience with a progressive career milestone in ITIL who wants to elevate their service delivery to the next level. You will oversee a small team, ensuring smooth day-to-day operations, timely completion of tasks, and appropriate escalation of cases. This is a hands-on office-based role and will also involve enhancing existing processes as well as documentation to align with best industry practices.

Responsibilities

• Provide support and assistance to customers' queries received via phone and email, leveraging remote access technologies.
• Act as the point of escalation for unresolved technical issues or customer concerns.
• Take ownership of more complex technical (e.g. Microsoft 365) issues escalated from L1 Technology Team members and assist in their resolution.
• Ensure that all tickets are accurately documented, updated, and closed within appropriate timeframes.
• Maintain and update the Technology Knowledge Base to ensure it remains current and accurate.
• Encourage the team to contribute solutions to common issues and share troubleshooting steps.
• Diagnose and resolve system issues and escalate server and network problems to the appropriate vendors.
• Coordinate with third-party service providers to resolve technology-related issues.
• Oversee the installation, configuration, and deployment of new hardware or software for end-users.
• Document and report recurring issues to identify trends and areas for improvement.
• Support the IT Manager in various technology-related tasks and initiatives as needed.
• Abide to any industry rules and regulations relevant to the role, especially around cybersecurity
• Follow all company health, safety, wellbeing workplace policies and procedures
• Asset Management, IT procurement and vendor management

Qualifications and Experience

• 3 years' proven experience leading technology support teams
• Experience in ITIL Framework
• Experience in Microsoft 365, Microsoft Azure and Cloud based technologies
• Hands-on experience in a variety of IT Operational projects from migrations, integrations, and technology refresh
• Tertiary qualifications in Information Technology or relevant Industry certification
• Experience in working with tight deadlines
• Cloud Technologies - MS 365, Azure AD Admin, Teams, Exchange and SharePoint Online, One drive, MDM
• Microsoft PowerShell and Graph Explorer skills will be highly regarded
• Familiar with networking fundamentals (TCP/IP, DNS, DHCP, VPN)

If you wish to apply for this position, please submit your resume by clicking the 'Apply Now' button. For further information please contact Ibrahim Khan at Clicks IT Recruitment on +61 428 054 923.

At Clicks we embrace diversity, inclusion and equal opportunity.