Senior IT Support Technician

About the role

Fitness & Lifestyle Group (FLG), Asia-Pacific's largest diversified fitness, health and wellness group, is looking for a Senior IT Support Technician. You will act as a trusted technical partner, using L2 support expertise to resolve issues across desktop, applications and mobile platforms, with a strong focus on keeping CRM and HCM systems stable and ready for frontline teams. You will also support project pilots and rollouts, troubleshoot inflight IT projects and serve as escalation point between IT Support and the Modern Workplace, Cloud and Security teams.

Key responsibilities

• Act as the primary escalation point for the Service Desk, providing advanced troubleshooting and resolution for complex issues.
• Diagnose and resolve hardware, software, systems and network problems, and troubleshoot Modern Workplace, Cloud and Security issues before escalating.
• Provide expert support for CRM and HCM systems, including issue resolution, user assistance and process documentation.
• Own incidents end-to-end, documenting them thoroughly before escalation, and troubleshoot inflight IT projects, especially during pilot phases.
• Serve as Subject Matter Expert for newly onboarded projects and highlight system gaps and workflow issues to drive improvements.
• Create and maintain knowledge base articles, review and update documentation, and mentor and train Service Desk team members.
• Assist in the delivery of IT projects as directed by IT Leadership.

Required profile

• Tertiary IT qualification and certification or related discipline, or equivalent industry experience of 3+ years.
• Experience working with HCM and/or CRM platforms.
• Excellent customer-facing and communication skills.
• Ability to work effectively in a project team and collaborate with vendors and support teams on onsite investigations.
• Experience monitoring systems, collecting metrics and producing reports to drive improvements.
• Desirable: experience troubleshooting within Workday and Salesforce.

What we offer

• All-access Goodlife Gym membership, plus one for a friend.
• Hybrid work model (60% office on Monday, Tuesday and Thursday, 40% work from home).
• Open-plan office with onsite cafe and barista coffee (Brisbane).
• Anniversary leave days and recognition-of-service membership perks.
• People's Champion awards, employee discounts and Employee Assistance Program.