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
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