Technical Support and Implementation Specialist

About the role

We are seeking a Technical Support and Implementation Specialist to join the OpenTech Alliance team in Galston, Sydney NSW. This is a full-time position that plays a crucial role in delivering exceptional technical support and successful system implementations for our clients. You will be at the forefront of our customer experience, ensuring seamless onboarding of new solutions and providing ongoing technical assistance to drive customer satisfaction and retention. This role is integral to our mission of supporting businesses through reliable IT solutions and expert guidance.

Key responsibilities

• Provide technical support to clients across various platforms and systems, diagnosing and resolving issues in a timely and efficient manner
• Lead and manage the implementation of IT systems and solutions for new and existing clients, ensuring smooth transitions and minimal disruption
• Configure and customise systems according to client requirements and best practices
• Create comprehensive documentation, user guides and training materials to support client onboarding and ongoing usage
• Conduct training sessions with clients to ensure they understand how to effectively utilise implemented solutions
• Troubleshoot hardware, software and network-related issues, working collaboratively with internal teams when necessary
• Monitor system performance and proactively identify opportunities for optimisation and improvement
• Maintain accurate records of support tickets, implementation timelines and client interactions
• Escalate complex technical issues to senior technical staff when required
• Contribute to the development of standard operating procedures and knowledge base documentation

What we're looking for

• Proven experience in technical support, IT help desk or IT implementation roles, ideally within a fast-paced environment
• Strong knowledge of Windows and/or Linux operating systems and familiarity with common software applications
• Experience with hardware troubleshooting, network connectivity and peripheral device configuration
• Excellent problem-solving skills with the ability to diagnose issues methodically and implement effective solutions
• Outstanding communication and interpersonal skills, with the ability to explain technical concepts to non-technical users
• Demonstrated ability to manage multiple priorities and work effectively under pressure
• Proficiency in ticketing systems and IT service management tools
• CompTIA A+ certification or equivalent technical certification (highly desirable)
• Experience with system implementation and deployment processes
• Strong organisational skills and meticulous attention to detail
• Willingness to learn new technologies and stay current with industry developments

What we offer

At OpenTech Alliance, we are committed to fostering a supportive and inclusive workplace where our employees can thrive professionally and personally. We offer competitive remuneration packages, ongoing professional development opportunities including access to industry certifications and training programmes, and a collaborative work environment that values innovation and teamwork. Our benefits include flexible working arrangements where applicable, comprehensive health and wellbeing programmes, and a culture that recognises and rewards excellence. We believe in investing in our people and provide clear career progression pathways within our growing organisation.

About us

OpenTech Alliance is a forward-thinking Information and Communication Technology company dedicated to delivering innovative IT solutions and exceptional support services to the self storage industry. Our mission is to empower facility operators by providing reliable access control and smart device technology infrastructure, expert technical guidance and customer-focused solutions that drive business success. We pride ourselves on our commitment to quality, customer satisfaction and building long-term partnerships with our clients. With a talented and dedicated team, we continue to establish ourselves as a trusted partner in the rapidly evolving technology landscape.

Ready to join our team? Apply now and take the next step in your technical support career with OpenTech Alliance.