Hybrid Senior IT Support Engineer

at Vix Technology

• Job title: Senior IT Support Engineer
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: Cloud, Cyber Security, MacOS
• Location requirements: Hybrid, Melbourne, Australia

About the role

• Senior IT Support Engineer at Vix Technology providing onsite and remote support for IT systems. Involves user assistance, troubleshooting, and IT project involvement in a hybrid environment.

Responsibilities

• Providing Follow the Sun (F-T-S) support coverage and acting as a senior escalation point for IT incidents and service requests through the IT service desk platform, within set SLA
• Delivering high quality onsite support for Melbourne users and remote support for global users
• Deploying, maintaining, and supporting user devices including laptops, peripherals, and mobile devices, across Windows and macOS environments
• Completing onboarding and offboarding tasks, ensuring users have a smooth start or exit
• Supporting and maintaining meeting room technology, video conferencing systems, and audiovisual equipment
• Troubleshooting a broad range of issues across end user computing, applications, networking, and authentication
• Maintaining accurate documentation, knowledge base articles, and asset management records
• Assisting with procurement, vendor coordination, and lifecycle management of IT equipment
• Supporting cybersecurity initiatives including endpoint protection, identity and access management, compliance, and awareness
• Contributing to global IT improvement projects and deployments including Mac rollout, application migrations, and network enhancements
• Identifying opportunities to standardise processes, enhance automation, and improve service outcomes
• Escalating complex issues to senior engineers where required
• Assisting with the development and deployment of internal IT projects within the Corporate IT environment.

Requirements

• Tertiary qualification in Information Technology, or related discipline
• Proven experience in a hands on IT support role with responsibility for onsite services and user devices
• Strong troubleshooting skills across Windows, macOS, hardware, networking, and collaboration platforms
• Excellent communication and relationship building skills with a customer first mindset
• Ability to work independently and make informed decisions while collaborating effectively across time zones
• Strong attention to detail with a commitment to structured documentation and standardisation
• Desirable (but not essential)
• ITIL Foundations Certification
• Experience supporting Google Workspace or Microsoft 365 environments
• Familiarity with Atlassian tools such as Jira and Confluence
• Certifications in relevant technologies such as CompTIA, Microsoft, or Cisco
• Experience supporting corporate network environments or cloud identity solutions