We are seeking a Managed Services Consultant Level 3 / Tech Lead who is a high achieving individual, a team player with a passion for technology.
Why work for Brennan?
At Brennan, we aim to lead, not follow. One of the ways we do this is through an open diverse culture that values performance, where anyone in the team can bring new ideas to the table and see them thrive. Our people are empowered, unique, considerate, supportive, trusting and accepting being the cornerstone of the business. Because of this approach, we have now become the largest Australian owned systems integrator in Australia.

Brennan offers an excellent remuneration package and benefits including:

• A strong culture underpinned by values that are truly lived every day.
• An environment that embraces learning and development of all employees.
• Flexibility to work in the way that brings out the best in you.
• The ability to do what you love, in an environment that supports you.
• A focus on health and well-being.

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. 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.

ROLE 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
• Problem management
• 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
• Maintain effective communications with your clients
• Ensure adherence to our Service Delivery policies, processes and procedures
• Work with Senior Consultants and Account Management staff to ensure effective management of the client base
• Obtain and maintain industry certifications
• Pursue select areas of IT specialisation
• Identify opportunities to productise new services and offerings
• Utilise your technical specialist skills to help build new products
• Develop new strategies to increase efficiency in the systems
• Perform system analysis and recommend improvements

To succeed in this role, you will have the following experience and competencies.

• 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
• Root cause and problem analysis
• Strong analytical and problem-solving skills
• Excellent verbal and written communication skills
• 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
• A “Do what it takes” attitude
• Proven ability to work within and across teams
• Industry based certifications
• 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
• Key Infrastructure Upgrades
• Generate high quality technical reports and present to wide audience
• Risk Identification
• Process Improvement
• Provide afterhours On-call support on a roster-based system
• Coaching and Mentoring Junior Staf