Technical Support Specialist

Edward Mann is looking for an experienced ICT Support Specialist (Level 2) on behalf of a progressive, growing Healthcare organisation based in Elsternwick, VIC, but with a national presence.

The role offers a competitive package of up to $85,000 + Super + Salary Packaging (Circa $100k package) and is perfect for an autonomous, technically savvy specialist who thrives on optimising core business workflows. The business is going through exponential growth and there will be opportunities to progress and devlop your career.

*Occasional travel will be required to QLD and across the greater Melbounre area* - The role will be full-time onsite whilst in probation, then become hybrid.

Position Purpose

To deliver responsive Level 1 and Level 2 IT support, ensuring a productive and well-supported workforce. This position requires someone who thrives on collaboration while maintaining complete autonomy—proactively prioritising support queues, reacting swiftly to VIP issues, handling asset administration, and conducting infrequent local travel across Melbourne when onsite support is required.

Key Focus Areas & Responsibilities

End User Support, Ticket Prioritisation & VIP Care

• Perform Level 1 and Level 2 incident resolution, advanced troubleshooting, and dynamic ticket triage and prioritisation.
• Provide white-glove, responsive support and swift reaction times to VIP stakeholders and senior leadership.
• Provide responsive end-user support across Microsoft 365 (Outlook, Teams, OneDrive, SharePoint), business apps, Windows/macOS endpoints, and mobile devices.
• Manage infrequent local travel across Melbourne for occasional onsite user support, hardware deployment, or office visits.
• Operate the ITSM platform (Freshservice) to triage, prioritise, and document tickets in line with SLAs.
• Escalate complex incidents to senior infrastructure and systems administrators with clear handover notes.

Asset Administration & Lifecycle Management

• Administer the IT asset register and manage end-to-end hardware lifecycles (procurement coordination, deployment, refresh, and secure decommissioning).
• Maintain accurate records across laptops, mobile devices, and peripherals ensuring data quality and security compliance.
• Coordinate device imaging, provisioning, and enrolment into Microsoft Intune ahead of user deployment.

IT Training & User Enablement

• Deliver IT training for new employees during onboarding and ongoing capability development sessions (face-to-face and remote).
• Develop and maintain user-facing knowledge base articles, how-to guides, and self-service content.
• Provide hypercare and adoption support during major platform rollouts, acting as a patient user advocate within the ICT team.

Desireables

• Qualifications: Tertiary qualification in IT, Certificate IV/Diploma in IT or Networking, or equivalent industry experience supported by current vendor certifications.
• Certifications (Highly Regarded): Microsoft certifications (e.g., MS-900 M365 Fundamentals, MD-102 Endpoint Administrator) or ITIL 4 Foundation will be highly regarded.
• Experience: Minimum 3 years’ IT support experience with demonstrable Level 2 depth.
• Technical Stack: Strong working knowledge of Microsoft 365, Microsoft Intune endpoint management, Windows/macOS support, and ITSM platforms (Freshservice).
• Stakeholder Skills: Exceptional organisational skills with a proven track record of handling high-priority ticketing queues and reacting swiftly and professionally to VIP requests.

For more information please apply ASAP.

Edward Mann Ltd acts as an employment business for temporary positions and an employment agency for permanent positions. Edward Mann Ltd is committed to equal opportunity and diversity. Suitable candidates with equivalent qualifications and more or less experience can apply.