IT Support Engineer (AI)

About the role

Nuix is hiring an IT Support Engineer (AI) for its Sydney office. The role provides technical support to end users for desktops, laptops, peripherals and software, and helps staff get started with AI tools so that the company's investment in AI delivers real results. It reports to the IT Support Manager and is an onsite position requiring 4 to 5 days per week in the office, with possible inter-country and global travel.

Key responsibilities

• AI enablement: be the first point of contact for staff questions about approved AI tools such as Claude, support onboarding, account setup and licence issues, and run short training sessions, demos and drop-in help
• Write and maintain guides, FAQs, example prompts and knowledge articles, and support a network of AI champions
• Collect feedback and common use cases from staff and use AI tools to improve IT support itself, following data protection and security guidance
• Provide timely technical support, install, configure and maintain hardware, software and peripherals, and set up new desktops and laptops
• Troubleshoot hardware and software issues, escalate complex issues with other IT teams, and keep accurate records of incidents and service requests
• Educate end users on best practices and procedures, follow SOPs and IT policies, and take part in desktop infrastructure projects

Required profile

• Tertiary qualification in Computer Science or a related field, or relevant experience
• Strong technical skills for Windows and Mac, familiarity with Microsoft 365 and Adobe
• Hands-on experience with AI tools such as Claude or Microsoft Copilot, and experience driving adoption of new tools
• Experience in a managed service provider environment, with SLAs and competing priorities
• Ability to work onsite 4 to 5 days per week and to travel internationally

Required skills

• Windows 11 and macOS, and desktop management tools, remote support and IT service management
• Jamf for macOS device management and Cisco Meraki
• Preferred: experience administering an enterprise AI platform such as Claude or Microsoft Copilot