Brennan. Where true performance thrives.
At Brennan, we believe that
how technology is delivered is every bit as important as
what the technology is. We focus on creating real and relevant value for customers with solutions that fit their specific needs and always reflect their true interests.
It's a claim backed by our
True Performance System - a way of working engineered to get us closer, and deliver better, for our customers and their actual experience of technology.
Why join Brennan
True performance for our customers starts with a true belief in our people.
It's why we've structured our business to help our teams, and their talents, shine bright. It's why we've created a workplace where people of all backgrounds, beliefs and experiences are welcomed and empowered. And it's why we've built an organisation where real innovation makes a genuine impact and generates true rewards for our team members.
True rewards
In addition to competitive remuneration, Brennan offers extensive benefits, including:
- Training and certification bonuses
- Culture Awards that recognise excellence
- Brennan Daredevils - our annual, all-expenses paid trip awarded to our top performers and outstanding contributors
- Vibrant, fun social activities
- Discounted hardware and software
- An environment that embraces learning and development
Job Details here
The Role
As a key member of the Managed Services team, you will be providing onsite and remote IT support to our Managed Services clients. You will provide 1st level IT support for your assigned clients. This role requires someone that has the ability to solve the most complex, high-impact challenges faced by our customers in a timely and efficient manner.
You will be responsible for proactively managing our client's IT environments and your core function is to solve advanced and complex issues faced by our clients to ensure the root cause of issues is addressed. You will also be responsible for maintaining good quality documentation for your customer base. You will also be the final point of escalation for issues faced for your clients.
You will take complete technical ownership of your assigned clients, and ensure we deliver excellence in customer service, provide the highest possible level of technical assistance, while adhering to service level agreements. The role requires a very advanced degree of technical skill across a broad range of areas in IT infrastructure and a good understanding of ITIL processes.
Role Responsibilities
- Ensure support SLA targets are achieved
- Provide L1 support for service delivery teams and resolve technical issues
- Ensure adherence to ITIL standards, specifically in executing effective Problem and Change Management processes to minimize impact and risk.
- Maintain and administer systems, which includes Desktops (Windows OS), Microsoft Office suite, basic printing and Windows server support. Also includes end user support and liaising with 3rd party vendors as needed.
- Ensure service quality through technical competence and attention to detail
- Strive for high levels of customer feedback scores
- Maintain effective communications with your clients
- Ensure adherence to our Service Delivery policies, processes and procedures
- Work with Senior Consultants and Account Management staff to ensure effective management of the client base
- Obtain and maintain industry certifications
- Pursue select areas of IT specialisation
- Identify opportunities to productise new services and offerings
- Utilise your technical specialist skills to help build new products
- Develop new strategies to increase efficiency in the systems
- Perform system analysis and recommend improvements
Key Competencies and Qualifications Required:
- Minimum of 2 years IT experience, with managed Services provider exposure preferred
- Advanced skills in Wintel environments and broad range of technologies
- Advanced skills in Active Directory and Office 365 management
- Maintain expertise in public cloud technologies (Azure/AWS) to ensure efficient, secure, and resilient cloud infrastructure operations
- Advanced knowledge of servers, storage and associated hardware
- Advanced experience working with virtualised environments such as VMWare/Hyper-V, including failover clusters
- Experience is acting as final escalation point for complex/high impact issues
- Root cause and problem analysis
- Strong analytical and problem-solving skills
- Excellent verbal and written communication skills
- Ability to administer Microsoft SQL servers
- Conduct technical workshops with clients as well as internal stakeholders
- A Do what it takes attitude
- Proven ability to work within and across teams
- Industry based certifications
- Account Technical Ownership including maintaining high quality documentation
- Key Infrastructure Upgrades
- Generate high quality technical reports and present to wide audience
- Risk Identification
- Process Improvement
- Provide afterhours On-call support on a roster-based system
- Coaching and Mentoring Junior Staff
Essential Technical Skills:
- Windows Server Administration (2016/2019/2022)
- Active Directory, DNS, DHCP, Group Policy, Entra ID
- VMware / Hyper-V Virtualization
- Public Cloud Administration (Microsoft Azure, M365 and/or AWS)
- Monitoring tools (SCOM, N-Able, LogicMonitor)
- Backup systems (Veeam, Commvault, Symantec)
Desired Skills:
- Experience with SAN/NAS and enterprise storage solutions
- Exposure to automation scripting (PowerShell, Python preferred)
- Knowledge of Linux administration (basic level)
- Familiarity with ITSM platforms (e.g., ServiceNow)
- Citrix / WVD management and application publishing including upgrading, managing securely and administration
- ITIL Foundation Certification
- Experience with modern Endpoint Protection and Detection platforms (EPP/EDR/XDR) such as Microsoft Defender, SentinelOne, CrowdStrike, Sophos, or Symantec.
KEY PERFORMANCE INDICATORS:
Delivering high performance is a key part of our culture. You will be provided with your specific KPIs / targets / goals once you commence to provide clarity on where to focus your efforts.
NOTE: These KPIs/targets/goals are indicative only and will be confirmed with your Leader when you commence the role. Your official and measurable KPIs/targets/goals will be recorded in your Performance Plans. Any future changes to your KPIs/targets/goals will be updated in IntelliHR.
Brennan is an equal opportunity employer. 
