8 Nov, 10:26

L3 Helpdesk Support

Resolve complex technical issues across multiple platforms

Manage escalations and assist with high-priority incidents.

Maintain system performance and collaborate with cross-functional teams.

Join the team as a L3 Helpdesk Support Specialist, providing expert technical support and solving complex IT issues in a dynamic environment.

Our client is expanding our team and looking for a highly skilled L3 Helpdesk Support Specialist to provide expert technical support and ensure seamless operation across our systems.

Position Overview:
The L3 Helpdesk Support Specialist will handle advanced technical issues, serve as the point of escalation for Level 1 and Level 2 support staff, and help maintain the overall health of IT systems and infrastructure. This is a key role in ensuring user satisfaction, resolving complex IT issues, and supporting the IT team to meet business needs.

Key Responsibilities:

Advanced Troubleshooting: Provide expert-level support to diagnose and resolve complex issues related to operating systems (Windows, macOS, Linux), networking, and cloud services.
Escalation Management: Act as the escalation point for higher-level issues and guide lower-tier support staff on best practices and solutions.
System Maintenance: Monitor the health of IT systems, perform regular updates, and assist with deployment, patch management, and security implementations.
Collaboration & Reporting: Work closely with IT management and other departments to resolve incidents, improve performance, and track ticket resolution metrics.
Documentation & Knowledge Sharing: Maintain detailed documentation for troubleshooting processes, system configurations, and support procedures. Update knowledge bases for internal and end-user use.
Incident Management: Respond to critical, high-priority issues promptly and ensure minimal business disruption. Lead problem-solving for recurring technical challenges.
Training & User Support: Provide training for end-users on advanced tools and software applications, ensuring optimal use of technology.

Required Qualifications:

Experience: Proven experience in an L3 Helpdesk Support role, Systems Administration, or similar position.
Technical Skills: Strong knowledge of Windows, macOS, Linux OS, and networking protocols (TCP/IP, DNS, DHCP, VPN). Experience with cloud environments
Problem Solving: Strong analytical skills with a history of successfully resolving complex technical issues.
Communication: Excellent verbal and written communication skills for clear technical explanations and user guidance.
Customer Service: A customer-centric approach with a focus on timely and effective issue resolution.

Preferred Qualifications:

Certifications: CompTIA A+, Network+, MCSE, or similar.
Automation: Familiarity with scripting languages
ITIL knowledge or certification.
Experience with virtualization and remote desktop tools.

What They Offer:

Competitive Salary: $60,000 – $110,000 based on experience
Career Growth: Opportunities for ongoing learning and development.
Work Flexibility: Options for remote work and a flexible schedule.
Positive Culture: Be part of an inclusive, collaborative team in a growth-focused company.

How to Apply:
If you are interested, please send though your latest CV to germaine@vervepartners.com.au and I will follow up with a call