Join Our Expanding Team at Secom Technology!

About Secom Technology:

We are more than just a Managed Service Provider (MSP); we are a trusted partner to our clients, delivering tailored IT solutions that empower businesses to thrive. Our focus is on maintaining and enhancing the IT infrastructure of diverse organizations, ensuring they have the stability, security, and support needed to succeed in a fast-paced digital world.

What sets Secom Technology apart is our commitment to innovation and excellence. We stay ahead of the curve by leveraging the latest technologies and best practices in cybersecurity, network management, and cloud solutions. Our team is our greatest asset, and we cultivate a work environment that fosters continuous learning, collaboration, and professional growth.

Working at Secom Technology means being part of a dynamic, forward-thinking company where your contributions make a real impact. We believe in empowering our employees, providing opportunities for career advancement, and creating a workplace culture that values diversity, creativity, and a customer-first mindset. Join us and be part of a team that is dedicated to delivering exceptional service and driving success for our clients.

The Role:

As a Level 3 Helpdesk Support Agent, you will be the expert troubleshooter, responsible for resolving the most complex technical issues that are escalated from our Level 2 team. This role demands a deep understanding of network configurations, Windows Server environments, and virtualization technologies. You will work closely with both internal teams and clients to ensure the highest levels of service delivery and IT infrastructure reliability.

This position is open to candidates with any valid Australian work rights.

Key Responsibilities:

Advanced Network Management:

Manage and troubleshoot firewalls, including complex rule configurations, VPN setups, SSL/TLS security configurations, and network segmentation.

Handle advanced VLAN management across Unifi switches, optimizing network performance, and ensuring proper VLAN tagging, trunking, and inter-VLAN routing.

Windows Server & Virtualization:

Oversee the administration and troubleshooting of Windows Server environments, including in-depth management of Active Directory, Group Policy, DNS, and DHCP services.

Manage Hyper-V clusters, including virtual machine (VM) setup, live migrations, replication, failover clustering, and performance optimization.

Implement and maintain high availability and disaster recovery solutions, using Hyper-V Replica.

Unified Communications:

Provide expert-level support for VoIP systems, handling complex SIP trunk configurations, call routing, IVR setups, and integration with Microsoft Teams.

Backup & Disaster Recovery:

Manage Backup Software, ensuring comprehensive backup strategies are in place, including offsite replication, encryption, and regular restoration tests to verify backup integrity.

Escalation Management:

Take ownership of escalated issues from Level 2 Support, applying advanced troubleshooting techniques to resolve complex technical challenges, and prevent future occurrences.

Act as the final point of escalation for critical incidents, coordinating with third-party vendors when necessary.

Documentation & Reporting:

Ensure that all technical documentation is accurate and up-to-date, including network diagrams, server configurations, and disaster recovery procedures.

Provide detailed incident reports and contribute to post-incident reviews to improve future service delivery.

Necessary Experience:

Technical Expertise:

3+ years of experience in a Level 3 Support role within an MSP environment.

Extensive experience managing firewalls, including deep knowledge of firewall policies, NAT, IPSec and SSL VPNs.

Advanced knowledge of Windows Server (2016/2019/2022) and Hyper-V, including PowerShell scripting for automation, and failover clustering.

Intermediate-level PowerShell scripting skills are required for automation tasks.

Proven track record in managing network infrastructure, including complex VLAN setups, wireless network optimization, and routing protocols.

Strong understanding of VoIP systems

Hands-on experience with Backup Software, including implementation of best practices for data protection and disaster recovery.

Problem-Solving:

Demonstrated ability to resolve highly complex technical issues independently and efficiently.

Experience in handling escalated issues from lower-level support teams, providing mentorship, and ensuring resolution continuity.

Communication:

Excellent communication skills, with the ability to convey complex technical concepts to non-technical stakeholders.

Strong documentation skills, ensuring all work is properly recorded and accessible for future reference.

Benefits:

At Secom Technology, we believe in investing in our people. Here's what you can expect as part of our team:

Unmatched Training and Development: Access to a comprehensive learning platform, close mentoring, and regular follow-ups to help you achieve your professional goals.

Incredible Progression Opportunities: Fast-track your career in a booming industry with clear pathways for advancement within the company.

People-Focused Culture: Join a culture that is centered on your success, well-being, and professional growth.

Career Growth in a Booming Industry: Be part of a dynamic team where your career can grow rapidly in a thriving sector of the tech industry.

Our Culture:

At Secom Technology, we believe that our people are our greatest asset and the power of teamwork and continuous learning. We provide our team members with the resources they need to excel in their roles and encourage innovation and proactive problem-solving. We value diversity, commitment, and the drive to deliver exceptional service to our clients.