IT Onsite Support Specialist

We are looking for an IT Onsite Support Specialist to provide responsive, practical and customer-focused technology support across our Sydney office and associated regional offices. You will play an important role in keeping our day-to-day technology services operating effectively, resolving technical issues and ensuring our people have the tools and support they need to do their best work.

What you’ll do

Reporting to the IT Onsite Support Lead AU, you will provide technical support across end-user devices, applications, meeting rooms and collaboration technologies.

Onsite support and customer experience

• Provide 2nd-level support for incidents and service requests relating to desktops, laptops, mobile devices, peripherals, operating systems, Microsoft 365, approved business applications, connectivity and collaboration technologies.
• Deliver professional, client-focused support through clear communication, active ownership, appropriate prioritisation and timely resolution or escalation.
• Provide hands-on deskside support and practical guidance to users with varying levels of technical knowledge.
• Ensure day-to-day onsite IT services are operational and available and proactively identify issues that may affect users or office operations.
• Support onboarding, offboarding and user lifecycle activities, including equipment preparation, deployment, recovery and access-related coordination.

Meeting rooms and collaboration technology

• Provide proactive support and maintenance for Microsoft Teams Rooms, audio-visual systems, digital collaboration technologies and meeting room infrastructure.
• Complete regular meeting room health checks, respond quickly to meeting-impacting issues and coordinate escalation to internal teams or specialist vendors when required.
• Support important meetings and events where onsite technical assistance is required.

Endpoint and asset lifecycle management

• Install, configure, test, deploy and support standard hardware and software, including device builds, updates and approved applications.
• Manage device provisioning, deployment, refresh, replacement, recovery and decommissioning in accordance with global standards and processes.
• Maintain accurate asset, inventory and configuration records in the Configuration Management Database (CMDB), supporting audit and governance requirements.
• Coordinate hardware warranty repairs, vendor activities and secure equipment handling as required.