Senior Technical Support Officer

Senior Technical Support Officer

At Mercy Health, you'll become part of a proud history built on over 100 years of expertise, skill, and care. As the Senior Technical Support Officer, you'll be responsible for delivering high-quality 2nd and 3rd level onsite and remote technical support across Mercy Health's facilities. This role plays a critical part in ensuring the reliability and performance of end-user technology services. As a customer-focused team, Technical Support Officers work in close collaboration with both clinical and corporate stakeholders to deliver effective technology solutions that enhance the experience of staff, patients, residents, and clients. The Technology Operations Support team supports a diverse range of IT services, applications, hardware, and infrastructure across Mercy Health's network. This position is primarily based onsite, with responsibilities spanning multiple facilities, including Mercy Health's Corporate Headquarters in Richmond.

You will be required to travel between Mercy Health sites for face-to-face support.

Full Clean Driving License required

What you'll bring

It takes a special kind of person to work in healthcare or community services. If you are genuinely interested in helping others, then you'll find you can build something here and find your place in a team of 10,000 hearts.

To thrive in this role, you will have:

Essential

• Tertiary qualification or relevant work experience in the Information Technology related field
• Minimum 3 years of hands-on experience in Level 2 Technical Support/ Desktop Support Engineer or a similar role

Desirable

• Previous experience working within Healthcare or Aged Care
• Relevant IT Certifications (e.g. CompTIA A+ or Microsoft Certified: Modern Desktop Administrator Associate) or an equivalent in the IT field
• ITIL v3 or v4 Foundation certification
• Familiarity with Intune MDM, and SCCM for endpoint configuration and deployment
• Experience supporting modern-day collaboration technologies (AV/VC, MS Teams, Zoom)
• Proficiency in multiple OS such as Windows 10/11, MacOS, Server OS, Android and iOS
• Experience working with external service providers and technology vendors
• Exposure supporting IT hardware and software acquisition
• Experience with ServiceNow or a similar ITSM tool
• Experience with Active Directory, Entra, M365 including Exchange, Sharepoint and OneDrive
• Broad knowledge of Information Technology, systems and ITIL processes
• Strong troubleshooting and problem-solving skills
• Outstanding verbal and written communication abilities
• Able to work independently and autonomously
• A valid driver's license from Victoria or another Australian state or territory
• Flexible with travel requirements across multiple sites to support operational needs

You will also be required to provide evidence of, or in the process of obtaining:

• A current Police Record Check
• Unrestricted Working Rights in Australia (Australian Citizen or Permanent Resident)

Ready to help us shape the future of healthcare? Join us and make a meaningful difference in people's lives - and your career.

Are you ready to apply for this role? Click Apply now

Please contact us if you would like to find out more or communicate any requirements to ensure we provide you with a fair and equitable interview and selection process.

We acknowledge the Wurundjeri Woi-wurrung peoples, traditional Custodians of the Land in which our Head Office is based, on traditional lands of the Kulin Nation and recognise their deep connections to the land, sea, and culture. We extend this acknowledgment to the many Traditional Lands that we operate across Australia and pay our respects to Elders past and present.

The team at Mercy Health is as wonderfully diverse as the patients, residents, clients and communities we support. We're proud to be recognised as an Employer of Choice for Gender Equality by the Workplace Gender Equality Agency (WGEA). Mercy Health strongly encourages applications from Aboriginal and Torres Strait Islander peoples, and people of all ages, sexualities, genders, abilities and cultural backgrounds.