What are the responsibilities and job description for the Technical Support Specialist position at XRHealth?
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 HubSpot.
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 & ManageXR 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 HubSpot, 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.
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 licence and car.
Highly Regarded
Experience with MDM platforms
Experience with HubSpot
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.