IT Support Engineer – Sydney

About the role

Bare Cove Technology is seeking an IT Support Engineer to join its Sydney team. The role focuses on delivering SLA‑driven end‑user support, incident ownership and advanced troubleshooting while supporting cloud, security and automation initiatives.

Key responsibilities

• Deliver remote and onsite technical support for end‑user computing, cloud platforms, infrastructure and security systems.
• Act as an escalation point for L1 engineers, providing guidance and resolving complex issues.
• Coordinate with infrastructure, network and security teams to resolve critical incidents.
• Own incidents and service requests end‑to‑end, classifying, prioritising, assessing impact and communicating with clients.
• Diagnose and resolve complex system, network and application issues, including identity, authentication and connectivity problems.
• Perform hardware provisioning, upgrades and software installations as required.
• Provide end‑user training on laptops, workstations and associated software.
• Monitor systems and respond to alerts, including security alerts, within defined SLAs.
• Maintain accurate, audit‑ready documentation of incidents and root‑cause analysis.
• Ensure all IT activities comply with company policies, industry standards and regulatory requirements.

Required profile

• Minimum 3 years of experience in IT support, preferably in an MSP or financial services environment.
• Proven ability to manage incidents and service requests in an SLA‑driven setting.
• Strong communication skills for client interaction and documentation.
• Experience collaborating with cross‑functional teams such as infrastructure, network and security.

Required skills

• Windows and macOS operating systems.
• Microsoft 365 administration.
• DNS, DHCP, VPN and TCP/IP networking fundamentals.
• Experience with cloud and hybrid environments.
• Familiarity with AI‑assisted support tools or automation platforms.
• Hardware provisioning, upgrades and software installation.