About the job
Role Overview
This position is responsible for delivering first-line technical support and maintaining the reliability of the organisation’s internal IT infrastructure. The role focuses on daily user assistance, system and device configuration, incident management, and compliance with the company’s management system.
You’ll support both onsite and remote employees across offices in Sydney, Melbourne, and Perth, manage core business systems, and contribute to enhancing service quality and system performance.
Key Responsibilities
- Deliver prompt, professional technical support to staff across all departments, resolving hardware, software, application, and network issues both in person and remotely.
- Ensure IT operations align with the company’s management system and uphold strong security and data protection standards.
- Administer IT systems and infrastructure across Sydney, Melbourne, and Perth offices, including Office 365,
- SharePoint/OneDrive, FreshDesk, Jira/Confluence, Bitbucket, and internal networks and telephony.
- Use the helpdesk ticketing system to log, prioritise, and report support requests, maintaining visibility over workload and response times.
- Manage staff onboarding and offboarding, including provisioning laptops, access credentials, and collaboration tools.
- Implement and maintain device security measures such as system patching, antivirus management, and access control enforcement.
- Monitor and support the performance and availability of key systems, including email, phone services, internet connectivity, and shared storage.
- Keep IT documentation current, covering standard operating procedures, known issues, and troubleshooting steps.
- Support the maintenance of backup, restore, and endpoint protection solutions across office environments.
- Coordinate with vendors and maintain supplier access records to meet ISO and compliance standards.
- Escalate complex incidents to senior technical staff or vendors when necessary, ensuring clear communication and timely resolution.
Qualifications and Experience
- Minimum 3 years’ experience in a Help Desk, Desktop Support, or Systems Administration role supporting internal users.
- Proficiency in managing both Windows and macOS environments.
- Experience with Office 365 administration and end-user support.
- Bachelor’s degree in IT, Computer Science, or equivalent professional experience.
- Working knowledge of Active Directory and ADFS.
- Experience supporting hybrid environments and remote access tools (e.g. VPNs).
Core Skills
- Excellent troubleshooting and communication skills with a customer-focused mindset.
- Comfortable working across multiple business systems and tools (e.g. Office 365, FreshDesk, SharePoint, networking hardware).
- Basic scripting knowledge (PowerShell, Bash, or Python) is advantageous.
- Strong organisational skills with the ability to prioritise tasks and work independently in a dynamic environment.
- High attention to detail, particularly in documentation and follow-up.
- Solid understanding of workstation and network fundamentals, including routers, modems, and LAN environments.
Interested in this job? Reach out to monique@salientgroup.com.au
