IT Service Desk Support

About the role

An affiliated new venture in the AI infrastructure sector, recruiting through Sharon AI, is looking for an IT Service Desk Support in Sydney. The business is an infrastructure investment and development company focused on supporting the next generation of AI compute in Australia, and the role is hybrid.

Key responsibilities

• Provide responsive Level 1 and Level 2 technical support, troubleshooting hardware, software, Microsoft 365, applications and connectivity issues.
• Manage IT incidents and service requests from logging to resolution, prioritise issues and escalate complex problems when needed.
• Configure, deploy and maintain laptops, desktops and mobile devices, manage IT assets and support employee onboarding and offboarding.
• Maintain endpoint security and compliance through device configuration, patching, access controls and adherence to IT policies.
• Work with employees, internal teams and external providers to resolve issues, maintain documentation and improve the IT support experience.

Required profile

• Experience in IT service desk, desktop support or a similar technical support role, with the ability to troubleshoot common hardware, software and connectivity issues.
• Customer-focused approach, clear communication skills and the ability to explain technical solutions to non-technical users.
• Strong problem-solving, prioritisation and organisational skills, with initiative to own issues through to resolution.
• Proactive, security-conscious mindset with attention to detail and a genuine interest in improving systems and the employee experience.

Required skills

• Practical knowledge of Microsoft 365, workplace applications and end-user devices.
• Basic networking and endpoint management.

What we offer

• Hybrid working, with flexibility between the office and working from home.
• Employee Assistance Program (EAP).
• Exposure to AI and next-generation technology.
• Bounty referral program and employee of the month award with a $500 gift card.
• A collaborative culture across technical, commercial and corporate teams.