IT Support Engineer

Job Summary

A global investment firm is seeking a hands-on Support / Engineering Analyst to support its Australian offices in Sydney and Melbourne. This role combines end-user IT support and desktop operations with participation in IT infrastructure and technology projects.

The successful candidate will provide technical support to internal users, including investment professionals and executive assistants, ensuring reliable day-to-day IT operations and a high standard of user service. The role will also contribute to technology initiatives, system improvements and IT projects across the Australian offices.

The position requires a proactive, customer-focused individual who can work independently, collaborate with global IT teams and travel between Sydney and Melbourne when required.

Key Responsibilities

1. End-User Support & Desktop Operations

• Provide Level 1–3 technical support for desktops, laptops, mobile devices, peripherals, conferencing tools and core business applications.
• Troubleshoot hardware, software, operating system and connectivity issues through remote, telephone and in-person support.
• Provide on-site floor-walking and desk-side assistance to internal users.
• Manage incidents and service requests through ITSM tools, taking ownership of issues through to resolution.
• Support Microsoft 365 applications, including Outlook, Teams, SharePoint, OneDrive and Power BI.
• Support video conferencing and meeting room technology, including Zoom and related collaboration tools.
• Assist with user onboarding and offboarding, account provisioning, device configuration and access management.

2. IT Projects & Infrastructure Support

• Participate in IT infrastructure projects, technology rollouts, system upgrades, migrations and office technology initiatives.
• Assist with hardware deployment, endpoint management, software installation and configuration.
• Support the implementation and improvement of desktop operations, IT processes and end-user technology.
• Coordinate with regional and global IT teams to deliver projects and maintain consistent technology standards.
• Maintain IT asset inventories, configuration records, technical documentation and operational procedures.

3. Office & Regional IT Operations

• Provide IT support across the firm's Sydney and Melbourne offices, travelling between locations when required.
• Support internal meetings, business events and video conferencing setups.
• Coordinate with global support teams to resolve technical issues and ensure consistent service delivery.
• Maintain clear communication with users and stakeholders, providing timely updates on incidents and requests.
• Follow IT security policies, operational procedures and service management standards.

Requirements

Technical Experience

• At least 1 years of experience in desktop support, IT service desk, end-user computing or IT operations.
• Previous experience supporting a corporate environment; experience in financial services, investment management or other professional services environments is highly regarded.
• Strong knowledge of Windows 10/11, macOS and iOS.
• Experience with Microsoft 365 applications, including Outlook, Teams, SharePoint and OneDrive; familiarity with Power BI is advantageous.
• Experience with endpoint management tools such as SCCM or Microsoft Endpoint Manager.
• Familiarity with remote support tools such as Zscaler, LogMeIn or equivalent solutions.
• Good understanding of desktop hardware, basic networking, user access management and IT troubleshooting.
• Basic scripting knowledge and experience with ITSM tools are advantageous.
• Exposure to IT infrastructure projects, office technology rollouts or system migrations is highly desirable.

Communication & Personal Attributes

• Excellent English communication skills, both verbal and written, are essential.
• Strong customer service skills, with the ability to support senior stakeholders and users from diverse backgrounds.
• Proactive, organised and detail-oriented, with strong problem-solving skills.
• Able to work independently while collaborating effectively with regional and global IT teams.
• Willingness to travel between Sydney and Melbourne as required.
• Korean or Japanese language skills would be an advantage.

Working Hours & Travel

• Standard working hours: Monday to Friday, 8:00 AM to 5:00 PM.
• No rotating shift duties.
• Travel between the Sydney and Melbourne offices may be required.
• Flexibility to support occasional business-critical activities may be required, subject to business needs and agreed arrangements.