IT Support Specialist

About the role

An IT Support Specialist is needed in Macquarie Park, initially on a 12-month fixed-term contract, within the DevOps & Infrastructure discipline. The role provides comprehensive IT support with a focus on professionalism, responsiveness and service excellence.

Key responsibilities

• Troubleshoot and resolve incidents and service requests promptly, escalating complex issues when required
• Maintain high availability and responsiveness to support business operations
• Create and maintain IT support resources covering software and hardware
• Maintain and reconfigure equipment in the IT server and communications rooms
• Maintain and update video conference equipment
• Set up laptops and mobile phones for new staff
• Manage the lifecycle of user accounts and access permissions, including provisioning, access changes, deactivation, password management, group membership, access reviews and identity management compliance

Required profile

• Minimum of 3 years' experience in IT support, providing level 1 and level 2 support to end users
• Focus on excellent internal customer service and clear communication of issue progress and resolutions
• Ability to create documentation from templates and update knowledge base articles or standard operating procedures

Required skills

• Windows and Apple (iOS) device setup and troubleshooting
• End-user network troubleshooting, wireless networks and network settings adjustment
• Intermediate to advanced knowledge of Microsoft Office / Microsoft 365
• Familiarity with ticketing systems such as ServiceNow (optional but advantageous)
• Hardware, software and connectivity troubleshooting