Technical Support Specialist – Intermediate

About the role

Bigfish Technology is seeking an Intermediate Technical Support Specialist to join its on‑site team in the Greater Melbourne Area. You will operate between Level 2 and Level 3 support, handling complex issues while remaining hands‑on with technical delivery and small‑to‑medium projects.

Key responsibilities

• Provide advanced technical support across hardware, software, networking and cloud platforms.
• Own and deliver small‑to‑medium projects end‑to‑end, ensuring they are completed on time and within scope.
• Act as an escalation point for Level 1 and Level 2 technicians, guiding them through complex troubleshooting.
• Support larger project delivery alongside senior specialists, contributing to planning, implementation and documentation.
• Maintain proactive communication with customers, ensuring transparency throughout issue resolution.
• Identify and recommend improvements to customer environments for better performance, security and reliability.
• Document work performed, environments and processes accurately and promptly.
• Contribute to internal process improvement and knowledge‑base development.

Required profile

• Strong proficiency in technical support and troubleshooting, able to resolve complex issues independently.
• Demonstrated experience delivering project‑based work, including planning and execution.
• Excellent customer support skills with a clear, customer‑focused communication style.

Required skills

• Hardware troubleshooting
• Software troubleshooting
• Networking
• Cloud platforms