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Inter Intra is an established IT helpdesk service provider based in Adelaide, SA. With successful growth, we now offer IT services to over 5000 employee IT stations throughout Australia. Our partners rely on us for instant support 24/7, 365 days a year and trust our comprehensive expertise in a wide range of IT and cyber security technologies. We prioritise safeguarding their operations and data with globally recognised best practice controls, aligning with ISO 27001's information security requirements.

Role Description

The Senior Technical Consultant is responsible for providing advanced technical support to clients, leveraging their experience to communicate with and understand clients’ needs to develop and implement solutions to resolve complex incidents, with consideration for improvements to their infrastructure. The Senior Help Desk Consultant will also be an escalation point for the other team members and can effectively communicate with other internal teams, clients and vendor specialists to break down complex issues and find desirable solutions.

Key Responsibilities

• Provide advanced technical support and guidance to users and key stakeholders.
• Troubleshoot and resolve complex hardware, software, and network issues across various systems and platforms.
• Complete project tasks within budget as scoped by the solutions architect.
• Mentor and support junior engineers, guiding them in troubleshooting and assisting them in aligning them to best practices and business service delivery goals.
• Provide feedback to management staff regarding junior staff skill gaps and observe growth opportunities as an endorser.
• Be an escalation point for high impact and/or priority tickets, able to assess severity and impact, involving other internal or external teams as required to put in place a resolution.
• Record all time and support activities in supplied tools and systems to contribute to accurate invoicing and profitability measuring of clients.
• Drive a documentation first culture, maintain and build comprehensive documentation to better support staff at all levels and ultimately increase the level of service provided to clients. Support and drive other engineers to build quality documentation to better support peers and clients alike.
• Contribute to the continual improvement cycle, identify and communicate opportunities to improve, streamline or automate service processes and delivery. Collaborate with internal project owners to implement solutions to achieve continual improvement objectives, contributing to creating proactive service processes.
• Work with and manage relationships with external vendors or service providers to escalate and assist in resolving complex issues within infrastructure, systems or applications that are not managed by Inter Intra.
• Stay informed about emerging technologies and trends in IT support to enhance knowledge and skills.

Qualifications & Experience

• Certificate III/IV in Information Technology, diploma or bachelor’s degrees in related fields not required, however, desirable.
• Relevant certifications such as ITIL foundations, networking (Cisco, Forti or Check Point) or Microsoft Azure Fundamentals.
• Other relatable learning such as ITIL foundations, Prince, PMP and technical certifications are looked upon favourably.
• Proven experience as a Senior Help Desk Analyst or similar role with excellent technical support, customer support, and analytical skills.

Skills/Knowledge/Attributes

• Proficient in business IT systems and associated hardware and software.
• Advanced knowledge of Windows OS, Active Directory, and Entra.
• Advanced knowledge of Cloud platforms, such as MS365, AWS, Azure or Google Cloud Compute.
• Strong networking knowledge with experience using Forti, Checkpoint or Cisco products advantageous.
• Proven ability to proficiently utilise business tools, specifically accurately recording time and actions within PSA tools and proven ability to create useful technical documentation for peers.
• Excellent interpersonal, oral, and written communication skills.

Join our Service Team as a Senior Technical Consultant and contribute to the success of the team while growing your technical skills to take on your next challenge. Apply now to be part of our innovative and customer-focused organisation!

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology

Industries

IT Services and IT Consulting