Technical Support Specialist

Vermont, Victoria, Australia
Full Time
Mid Level

Technical Support Specialist
 Vermont, Vic, Australia  3133 (Hybrid role 2/3)
 

Eligibility: Must hold Australian Permanent Residency. Visa sponsorship is not available. Must be located close to Vermont (Australia) 3133

Location: Vermont, Vic, Australia  3133 (Hybrid role 2/3)

About the Role

XRHealth Australia is seeking a Technical Support Specialist to join our Vermont-based team. This role supports both clinicians and patients in using our virtual reality (VR) technology for healthcare applications, while also managing and maintaining VR devices and systems in our office.

The ideal candidate is a hands-on problem solver with a strong background in MSP environments, Active Directory, and Microsoft 365 administration. You’ll be the local point of contact for technical support in Australia, working closely with our global technical and operations teams to ensure seamless performance of our hardware, software, and user systems.

Key Responsibilities

  • Clinician and patient support: Provide technical assistance to clinicians and patients, helping them set up and use VR headsets and digital tools effectively.
  • Device management: Maintain, update, and configure Meta Quest 3s headsets in the office, ensuring all devices are running the correct firmware and software versions.
  • Troubleshooting: Diagnose and resolve hardware, software, and connectivity issues, escalating to the global tech team when required.
  • System administration: Manage user accounts, permissions, and security through Active Directory and Microsoft 365.
  • Admin and configuration: Perform headset onboarding, secure data wiping, and device setup for new users and systems.
  • Communication and coordination: Act as the liaison between the Australian team and global technical support regarding XR Portal updates, system maintenance, and issue tracking.
  • Collaboration: Work cross-functionally with admin team to ensure devices are shipped, received, and maintained efficiently.
  • Documentation: Record and track support requests, issue resolutions, and device maintenance activities in HubSpot

Requirements

  • Strong MSP experience — previous work in a managed service provider (MSP) environment is highly preferred.
  • Active Directory and Microsoft 365 administration experience is essential.
  • Minimum of 2 years of technical support, helpdesk, or IT administration experience.
  • HubSpot experience is highly desired
  • Proven troubleshooting skills with both hardware and software systems.
  • Excellent communication skills with the ability to explain technical concepts to non-technical users.
  • Experience with device configuration, system setup, or IT asset management.
  • Customer-oriented mindset and ability to work autonomously in a fast-paced environment.
  • Flexibility to respond to occasional technical emergencies outside of normal working hours.
  • Must reside in Victoria, Australia and hold Permanent Residency (no sponsorship).
  • Valid driver’s license and car.

We Offer

  • A dynamic and innovative work environment at the intersection of healthcare and XR technology.
  • Ongoing training in emerging technologies.
  • Hybrid flexibility — work from home and attend the Vermont office.
  • The opportunity to make a real impact by supporting clinicians and patients through cutting-edge VR healthcare solutions.

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