IT Helpdesk & Support Specialist

About the role

The IT Helpdesk & Support role keeps staff across Mable and HomeMade productive, secure and connected while helping transform IT support delivery. You will provide Level 1 and 2 support, automate routine requests and leverage AI to increase capacity for projects.

Key responsibilities

• Take ownership of support requests from start to finish, troubleshooting issues and escalating when needed.
• Administer core SaaS platforms such as Google Workspace, JumpCloud, Slack, Atlassian and Zoom, including telephony and contact centre services.
• Maintain device security through endpoint management, incident management, root‑cause analysis and knowledge‑base creation.
• Automate identity, access and asset lifecycle processes and document procedures.
• Use AI tools to speed troubleshooting, documentation and scripting, and contribute to key projects.

Required profile

• 2–3 years experience in an IT support or service desk role covering Level 1 and Level 2.
• Strong customer‑service mindset with ability to manage competing priorities independently.
• Clear written communication for non‑technical users and understanding of security fundamentals.

Required skills

• Administration of Google Workspace or Microsoft 365/Entra ID (user lifecycle, groups, MFA, SSO).
• Endpoint or mobile device management (JumpCloud, Intune, Jamf) for macOS and Windows.
• Experience with ITSM tools (Jira Service Management, ServiceNow, Freshservice) and ITIL‑aligned practices.
• Proficiency with SaaS collaboration tools: Slack, Atlassian suite, Zoom Phone/Contact Center.
• Practical use of AI tools such as Claude, ChatGPT or Copilot for troubleshooting and scripting.

What we offer

• Hybrid work model with flexibility between office and remote.
• Parental leave (14 weeks primary, 6 weeks secondary) plus superannuation.
• Extra paid leave day each quarter and floating public holidays.
• Learning opportunities from industry experts and on‑the‑job projects.
• Reward and recognition program for performance.