On Site Support Specialist (Level 2 IT Support)

About the role

Heidelberg Materials Australia is seeking an experienced IT Support Analyst for its Digital/IT team, providing Level 2 technical support to employees across the organisation. The role is hands-on, suits someone who enjoys solving problems and working directly with customers, and covers desktop, infrastructure, networking and business systems. It involves an on-call roster for 24/7 operations and some travel for proactive onsite support.

Key responsibilities

• Provide Level 2 technical support by telephone, remotely and onsite
• Manage incidents and service requests within agreed service levels
• Troubleshoot desktop, network, hardware and application issues
• Escalate complex issues to Level 3 teams and follow them through to resolution
• Support the rollout of computers, networking equipment and other IT infrastructure
• Carry out proactive site visits to maintain equipment and improve the customer experience
• Work with internal and external service providers to resolve technical issues
• Support network connectivity and telecommunications environments
• Maintain IT documentation, FAQs and standard operating procedures
• Support and manage small to medium IT projects and take part in the IT on-call roster

Required profile

• Technically capable IT professional with strong troubleshooting skills and a good approach to customer service
• Comfortable working independently, managing competing priorities and owning issues through to resolution
• Ideally experience in IT Service Desk, Desktop Support, Systems Administration or Systems Support
• Willingness to travel as required

Required skills

• Strong knowledge of Microsoft Windows 11, Microsoft Office, Outlook and Active Directory
• Experience supporting Microsoft server and enterprise environments
• Exposure to Cisco and Fortinet networking, LAN/WAN and corporate network connectivity
• Experience with Citrix, XenApp, thin client and thick client environments
• Exposure to ERP applications such as SAP and mobile device support (Android and iOS)
• VoIP and enterprise telephony experience
• Technical documentation and SOP development; project coordination
• Relevant Microsoft or other technical certifications are highly regarded