End User Support Analyst

About Vanguard 

More than 50 years ago, John C. Bogle had a vision to start an investment company that did things differently. A company with no external shareholders. Where all the profits were invested back into the business and used to lower costs. Evidently, it was as bold as it was brilliant. To this day, Vanguard Group still has no external shareholders. That means no share prices to protect, and no profits to generate for outside owners.  

Today, Vanguard is one of the world’s largest investment management companies, serving more than 50 million investors worldwide. For more than 25 years Vanguard Australia has been supporting individual investors, financial advisers, and superannuation members to achieve their long-term financial goals.  

Team And Opportunity

As an End User Support Specialist, you will deliver exceptional technology support to Vanguard's executives, business stakeholders, and live events. You will provide responsive, high-touch support across workplace technologies, meeting room solutions, Microsoft 365, collaboration tools, and hybrid event technologies to ensure a seamless end-user experience.

Working within the Digital Workplace Services team, you will act as a trusted technology partner, supporting business-critical meetings, town halls, leadership events, and executive technology needs while contributing to continuous improvement initiatives that enhance the employee technology experience.

Core Responsibilities

• Provide personalized technical support for executives, leadership teams, and business stakeholders.
• Support and troubleshoot workplace technologies including Windows devices, Microsoft 365, Teams, meeting room systems, and collaboration tools.
• Coordinate and deliver technology support for virtual, hybrid, and in-person events.
• Conduct technology readiness checks and provide real-time support during meetings and events.
• Resolve technical issues and collaborate with broader support teams when escalation is required.
• Create and maintain support documentation, knowledge articles, and operational procedures.
• Partner with internal teams and vendors to improve workplace technology services and user experiences.
• Contribute to projects, service improvements, and digital workplace initiatives.

What We're Looking For

• A passion for delivering exceptional customer and employee experiences.
• Strong problem-solving and troubleshooting skills with the ability to adapt to changing priorities.
• Experience or exposure to supporting workplace technologies such as Microsoft 365, Teams, Windows devices, collaboration tools, or meeting room technologies.
• Ability to communicate effectively with a wide range of stakeholders, including senior leaders.
• A collaborative mindset with a willingness to learn, grow, and share knowledge with others.
• Ability to remain calm and focused when supporting business-critical meetings, events, or technology issues.

What Success Looks Like

• Builds trusted relationships through proactive, responsive, and customer-focused support.
• Delivers seamless technology experiences for executives, employees, and event participants.
• Demonstrates ownership, accountability, and a commitment to continuous improvement.
• Contributes to a positive team culture and helps enhance the overall digital workplace experience.

Inclusion Statement 

Vanguard’s continued commitment to diversity and inclusion is firmly rooted in our culture. Every decision we make to best serve our clients, crew (internally employees are referred to as crew), and communities is guided by one simple statement: “Do the right thing.” 

We believe that a critical aspect of doing the right thing requires building diverse, inclusive, and highly effective teams of individuals who are as unique as the clients they serve. We empower our crew to contribute their distinct strengths to achieving Vanguard’s core purpose through our values. 

When all crew members feel valued and included, our ability to collaborate and innovate is amplified, and we are united in delivering on Vanguard’s core purpose. 

Our core purpose: To take a stand for all investors, to treat them fairly, and to give them the best chance for investment success. 

How We Work

Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.