IT Support Engineer

Overview of Position

The IT Support Engineer (P3) serves as the primary face of IT for the Sydney office and the "main go-to person" for all internal technical support requirements. Reporting to the Head of IT, this role is the first line of defense in maintaining a seamless technical environment for our staff. We are looking for a technically versatile engineer who doesn't just solve problems but does so with an infectious, "can-do" attitude that elevates the energy of the entire team.

This is a high-impact, hands-on role designed for someone who is ready to grow alongside the business. While the day-to-day focus is on immediate technical execution, the successful candidate will be mentored to take on the coordination of support operations across the global business. This growth path provides a unique stepping stone to broaden your influence from localized support to overseeing global service delivery and vendor performance, all while remaining deeply "hands-on" with the technology.

Role Responsibilities

Front-Line Support & Operational Excellence

• Act as the primary point of contact for all internal IT requests, providing rapid, high-quality resolution for hardware, software, and connectivity issues.
• Own the end-to-end employee lifecycle for IT, from hardware provisioning and setup to offboarding, ensuring a premium experience for every team member.
• Maintain the health and availability of core corporate systems, including Video Conferencing, Printing, and Directory Services, ensuring they are "always ready" for business use.
• Consistently meet or exceed a 90% SLA target on work items, demonstrating a commitment to reliability and service excellence.

Hands-On Global Support Operations

• Manage and maintain the SaaS and IaaS ecosystem (Google Workspace, AWS, Azure), ensuring these platforms are optimized for global collaboration.
• Take a lead role in managing Global Support Operations, coordinating with 3rd party vendors to ensure consistent service standards are met across all international locations.
• Support the Senior Systems Engineer on infrastructure projects, including network deployments and server maintenance in both cloud and On-Premise environments.
• Implement and manage workflow automation to streamline support tasks, allowing the team to scale its impact as the global business grows.

Qualifications:

• Bachelors Degree in IT or;
• Combination of Advanced Diploma and additional Industry Certifications.