Hybrid Senior IT Support Engineer

Posted 3 weeks ago

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About the role

  • 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

Job title

Senior IT Support Engineer

Job type

Experience level

Senior

Salary

Not specified

Degree requirement

Bachelor's Degree

Location requirements

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