IT Onsite Support Specialist

Overview

In this role you will provide hands-on IT support across the Perth and regional offices, ensuring day-to-day technology runs smoothly. You will work closely with the IT Onsite Support Lead to resolve incidents, support end-user devices and collaboration tools, and guide users with varying technical knowledge. You’ll maintain onsite services, support onboarding/offboarding, and manage meeting room technologies to keep operations efficient. You’ll contribute to service quality and cyber security while promoting a proactive, customer‑focused support culture. This is an opportunity to shape end-user experience through reliable, practical IT delivery.

Pay / Benefits

• flexible working arrangements
• ongoing learning and career development
• collaborative culture
• access to digital, AI and cloud technologies
• supportive, high-performing team
• opportunity to work on infrastructure and regional projects

Responsibilities

• Provide 2nd-level support for incidents and service requests related to desktops, laptops, mobile devices, peripherals, OS, Microsoft 365, and collaboration technologies
• Deliver client-focused support with clear communication, ownership, prioritisation, and timely resolution or escalation
• Provide hands-on deskside support and practical guidance to users with varying technical knowledge
• Maintain day-to-day onsite IT services and proactively identify issues affecting users or office operations
• Support onboarding, offboarding and user lifecycle activities including equipment preparation and access coordination
• Provide proactive support and maintenance for Microsoft Teams Rooms, AV systems and meeting room infrastructure
• Complete meeting room health checks and coordinate escalation to internal teams or vendors
• Install, configure, test, deploy and support standard hardware/software including device builds and apps
• Manage device provisioning, deployment, refresh, replacement, recovery and decommissioning per global standards
• Maintain accurate asset/inventory/configuration records in CMDB; coordinate hardware repairs and vendor activities
• Record and manage incidents, requests, tasks, asset activities in ServiceNow per ITSM processes
• Create, review and maintain Knowledge Base articles to improve self-service and team capability
• Identify recurring issues and opportunities to improve service quality and efficiency
• Promote cyber security best practices and escalate suspicious activity
• Collaborate with regional/global resolver teams and participate in tech deployments and projects
• Adhere to governance, safety, and quality obligations and maintain regular onsite presence across offices
• Maintain Thrive-driven development through ongoing learning and capability maintenance
• Perform other duties as directed by the Company

Key requirements

• Qualification in a computing discipline and/or a minimum of 2 years relevant IT support experience
• Enthusiastic about IT service delivery and delivering high-quality end-user experience
• Broad working knowledge of end-user computing technologies (hardware, OS, peripherals, mobile devices, collaboration tools, productivity apps)
• Working knowledge of networking basics (TCP/IP, DHCP, DNS, Wi-Fi, VPN) and basic troubleshooting
• High-level competence in Microsoft 365 applications and services (Outlook, Teams, OneDrive, SharePoint, Office apps)
• Knowledge of ServiceNow, ITSM processes, and ITIL methodologies
• ITIL v4 Foundations Certification (Desirable)
• Knowledge of Microsoft Intune, Windows Autopilot, and modern endpoint management (Desirable)
• Experience supporting Teams Rooms, AV systems, and meeting room tech (Desirable)
• Experience in hardware asset lifecycle management and CMDB processes (Desirable)
• Experience supporting enterprise Microsoft 365 environments and digital engineering apps (Desirable)
• Current Driver’s Licence

• Client-focused
• Clear communication
• Active ownership
• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
• End-user hardware and OS support
• Networking basics (TCP/IP, DHCP, DNS, Wi-Fi, VPN)

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