Support Engineer

About the role

We are partnering with a leading Sydney organisation to hire a mid‑level Support Engineer. You will be the primary point of contact for day‑to‑day IT issues, delivering first‑ and second‑line support to staff across the business.

Key responsibilities

• Act as the first point of contact for hardware, software and operating‑environment tickets, supporting users in person, by phone and via the service desk.
• Respond quickly to urgent requests from senior stakeholders, including client‑facing systems.
• Troubleshoot and resolve incidents involving Microsoft 365, end‑user devices and core business applications.
• Set up and maintain laptops, monitors, printers and mobile devices for staff.
• Manage user onboarding and offboarding in Active Directory, M365 and internal systems.
• Coordinate escalations with the external Managed Service Provider and track tickets through to resolution.
• Identify practical improvements to support processes and contribute to documentation and knowledge‑base articles.

Required profile

• 2‑4 years of experience in an IT support or IT operations role.
• Strong hands‑on troubleshooting skills across hardware, software and systems.
• Reliable, accountable and able to manage a ticket queue independently.
• Clear communicator comfortable interacting with stakeholders at all levels.
• Willingness to work on‑site four days a week with one day remote.

Required skills

• Microsoft 365 (including Exchange, SharePoint, Teams).
• Active Directory.
• Hardware setup and troubleshooting for laptops, monitors, printers and mobile devices.