Technical Support Specialist

Technical Support Specialist
Vermont, Vic, Australia 3133

Eligibility: Must hold Australian Permanent Residency (no sponsorship). Must be located close to Vermont (Australia) 3133 and hold a current Victorian driver's licence.
Location: Vermont, Vic, Australia 3133 (Hybrid role)
Hours: 10:00am - 6:00pm AEDT

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, Microsoft 365 administration and Hub Spot.

You will be the primary technical point of contact for XRHealth Australia, responsible for:

• Identity & access management

• Microsoft 365 and Active Directory administration

• VR headset fleet management

• End-user device setup and lifecycle

• Clinician and patient technical onboarding

• Coordination with global IT team

You'll work independently on-site in Vermont while collaborating with international teams to ensure our systems, users, and devices operate securely and efficiently.

Key Responsibilities

Identity, Access & Security

• Administer Okta (application assignment, role management, MFA resets, login troubleshooting)

• Manage XRHealth platform access for clinicians and patients

• User provisioning and de-provisioning across systems

• VPN setup and access support

Microsoft 365 & Active Directory

• Create, deactivate, and manage user accounts

• Group and distribution list management

• Password resets and access troubleshooting

• Shared mailbox creation and email changes

• Microsoft 365 license assignment

• Active Directory administration

• Domain joining of new devices

Communication & Support Platforms

• Slack user management

• Zoom account setup and troubleshooting

• Zendesk (T3) ticket triage and escalation

Device Management

• Manage Meta Quest 3S headsets (factory resets, firmware updates, configuration)

• Meta Device Manager & Manage
  
  XR device enrolment and monitoring

• Headset refurbishment and preparation for shipping

• Secure data wiping

• Headset onboarding for clinicians and patients

Admin & Logistics

• Monitor and manage tech inbox

• Device shipping and receiving coordination

• Maintain accurate documentation of systems and processes

• Assigning devices in Hub Spot, MDM & Platform

Required Experience

• 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.

• Hub Spot 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 licence and car.

Highly Regarded

• Experience with MDM platforms

• Experience with Hub Spot

• Exposure to healthcare or regulated environments

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.