Information Technology Support Specialist

About the Role

We are looking for a proactive and hands-on IT Support & Systems Administrator to support our growing veterinary group. This role is responsible for maintaining IT infrastructure, providing day-to-day technical support, managing hardware and software systems, maintaining business-critical applications, and ensuring the smooth operation of technology across multiple clinic locations.

The ideal candidate is highly organised, solutions-focused, comfortable working independently, and passionate about using technology and AI to improve business operations in a fast-paced environment.

Key Responsibilities

IT Support

• Provide first and second-line technical support to clinic and head office teams.
• Troubleshoot hardware, software, network, and connectivity issues.
• Manage support tickets and ensure timely resolution of IT-related requests.
• Support onboarding and offboarding of employees, including account creation, permissions, and equipment setup.
• Deliver user training and guidance on company systems and best practices.

Infrastructure & Systems Management

• Manage laptops, desktops, printers, phones, tablets, and other IT equipment.
• Maintain Microsoft 365, Google Workspace, and other business-critical platforms.
• Monitor and maintain network performance, Wi-Fi connectivity, and security.
• Coordinate with external IT vendors and service providers when required.
• Manage software licensing and asset inventory.

Business Systems & Application Management

• Maintain and support Provet Cloud and other operational platforms used across the business.
• Work closely with internal stakeholders and external vendors to troubleshoot, optimise, and enhance business-critical applications.
• Support the implementation, testing, and maintenance of custom-built applications and internal tools.
• Assist with software integrations, API connections, and workflow automation projects.
• Monitor system performance and proactively identify opportunities for improvement.
• Support the development and maintenance of internal business applications and AI-powered solutions.

Security & Compliance

• Ensure adherence to IT security policies and best practices.
• Manage user access controls, password policies, and device security.
• Support data backup, recovery, and business continuity processes.
• Monitor systems for security vulnerabilities and implement corrective actions.

Projects & Continuous Improvement

• Support the implementation of new systems and technology projects.
• Identify opportunities to improve processes through automation and technology.
• Assist with integrations between business systems and operational platforms.
• Maintain clear documentation of systems, procedures, and IT assets.
• Leverage AI tools and automation technologies to improve operational efficiency and user experience.

Requirements

Essential

• Previous experience in an IT Support, Systems Administrator, or similar role.
• Strong knowledge of Windows operating systems and Microsoft 365.
• Experience managing networks, Wi-Fi infrastructure, and cloud-based applications.
• Understanding of cybersecurity principles and IT best practices.
• Excellent troubleshooting and problem-solving skills.
• Strong communication and stakeholder management abilities.
• Ability to prioritise multiple tasks and work independently.

Technical & Digital Skills

• Understanding of APIs, webhooks, and system integrations.
• Basic programming skills, particularly in Python and JSON.
• Experience building, maintaining, or supporting lightweight internal applications and automation workflows.
• Ability to troubleshoot and work with custom-developed software.
• Familiarity with AI-powered development tools such as Claude, ChatGPT, Cursor, or similar platforms.
• Strong AI literacy and the ability to use AI tools to improve productivity and automate business processes.
• Ability to understand business requirements and translate them into practical technical solutions.

Desirable

• Experience supporting multi-site businesses.
• Experience with telephony, VoIP, and communication platforms.
• Knowledge of CRM, HR, finance, or operational management systems.
• Experience with system integrations and automation tools.
• Basic knowledge of SQL, databases, and reporting platforms.

Bonus Skills

The following would be considered a strong advantage:

• Experience with veterinary practice management systems, particularly Provet Cloud.
• Previous experience working within healthcare, veterinary, or multi-location service businesses.
• Experience supporting reporting, analytics, and business intelligence platforms.
• Experience developing internal tools, automations, or low-code/no-code applications.
• Experience using AI-assisted coding tools to rapidly prototype and deploy business solutions ("vibe coding").
• Strong understanding of REST APIs, webhooks, and third-party integrations.
• Ability to build and maintain basic applications using AI-assisted development tools such as Claude.