Technical Support Lead

Job Posting Date

05/03/2024

Reports to

Head of Software Development and Architecture

Outline of Duties

The Technical Support Lead is responsible for overseeing the daily operations of the support team. The role is also tasked to give exceptional customer service by helping provide technical assistance to customers and resolve their technical issues related to software or hardware products. The role will closely work with the support and development teams to identify, troubleshoot, and resolve complex technical problems. The role will also be responsible for ensuring that the support team provide timely and effective feedback to customers. This role will also manage the out-of-hours support rotation for company customers.

Qualifications

  • Bachelor of Information Technology, Bachelor of Computer Science; or similar
  • At least three years of technical support experience; with at least a year of experience as the lead.
  • Proven ability to troubleshoot and resolve complex technical issues
  • Excellent communication and interpersonal skills
  • Strong leadership and coaching skills
  • Experience with Jira, Confluence
  • Experience with ITSM / ITIL desirable
  • Proficient in working with Linux environments

Responsibilities

  • Oversee the daily operations of the support team
  • Provide exceptional customer service
  • Troubleshoot and resolve technical issues
  • Document troubleshooting steps
  • Proactively resolve any issues found on our monitoring tools
  • Coach and mentor team members
  • Develop and implement new processes and procedures
  • Track and report on team performance
  • Identify and escalate critical issues
  • Stay up-to-date on the latest technologies
  • Collaborate with the development team to ensure seamless customer support

Essential for Successful Applicant

  • Australian Citizenship OR Permanent Residency
  • Successful completion of a National Criminal check

Interested? We encourage you to apply for this position by sending your resume and a brief introduction to jobs@pharmhos.com.

 

If this job isn’t quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.