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Brennan. Where true performance thrives. 

At Brennan, we believe that how technology is delivered is every bit as important as what the technology is. We focus on creating real and relevant value for customers with solutions that fit their specific needs and always reflect their true interests. 

It’s a claim backed by our True Performance System – a way of working engineered to get us closer, and deliver better, for our customers and their actual experience of technology. 
  
Why join Brennan 

True performance for our customers starts with a true belief in our people. 
It’s why we’ve structured our business to help our teams, and their talents, shine bright. It's why we’ve created a workplace where people of all backgrounds, beliefs and experiences are welcomed and empowered. And it’s why we’ve built an organisation where real innovation makes a genuine impact and generates true rewards for our team members. 
   
True rewards 

In addition to competitive remuneration, Brennan offers extensive benefits, including: 

• Training and certification bonuses 
• Culture Awards that recognise excellence 
• Brennan Daredevils – our annual, all-expenses paid trip awarded to our top performers and outstanding contributors 
• Vibrant, fun social activities 
• Discounted hardware and software 
• An environment that embraces learning and development 

The Role: 
 
As a key member of the Managed Services team, you will be providing onsite and remote IT support to our Managed Services clients in Melbourne. You will provide 3rd level IT support for your assigned clients. This role requires someone that has the ability to solve the most complex, high-impact challenges faced by our customers in a timely and efficient manner. 
You will be responsible for proactively managing our client’s IT environments and your core function is to solve advanced and complex issues faced by our clients to ensure the root cause of issues is addressed. You will also be responsible for maintaining good quality documentation for your customer base. You will also be the final point of escalation for issues faced for your clients. 
You will take complete technical ownership of your assigned clients, and ensure we deliver excellence in customer service, provide the highest possible level of technical assistance, while adhering to service level agreements. The role requires a very advanced degree of technical skill across a broad range of areas in IT infrastructure and a good understanding of ITIL processes.  
 
Key Responsibilities:

In your role you will be responsible for: 

• Ensure support SLA targets are achieved 
• Provide L3 support for service delivery teams and resolve technical issues 
• Provide onsite support at client locations on behalf of service delivery teams and resolve technical issues 
• Maintain and administer systems, which includes Desktops (Windows OS), Microsoft Office suite, basic printing and Windows server support. Also includes end user support and liaising with 3rd party vendors as needed. 
• Ensure service quality through technical competence and attention to detail 
• Strive for high levels of customer feedback scores 
• Work with Senior Consultants and Account Management staff to ensure effective management of the client base 
• Identify opportunities to productise new services and offerings 
• Utilise your technical specialist skills to help build new products  

What skills and experience you bring:

• Minimum of 5 years of IT experience with advanced infrastructure and systems management skills. 
• Advanced skills in Wintel environments and broad range of technologies 
• Advanced skills in Active Directory and Office 365 management 
• Advanced knowledge of servers, storage and associated hardware 
• Reasonable experience working with virtualised environments such as VMWare/Hyper-V   
• Experience is acting as final escalation point for complex/high impact issues 
• Ability to administer Microsoft SQL servers and Windows RDS servers 
• Conduct technical workshops with clients as well as internal stakeholders 
• Ability to travel to client site for onsite support 
• Proven ability to work within and across teams 
• Account Technical Ownership including maintaining high quality documentation 
• Have a strong understanding of ITIL related processes and procedures 
• A good level of understanding of virtualised/Cloud environments such as VMWare/Hyper-V and Microsoft Azure 
• Provide afterhours On-call support on a roster-based system 
• Coaching and Mentoring Junior Staff 

Note: As part of our hiring process, you will be required to undertake a National Criminal History Check and Technical test. 

Brennan is an equal-opportunity employer.

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