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.
