Technical Support Specialist

Overview

Experteq is looking for a knowledgeable Technical Support Specialist to join their Service Centre team, acting as the primary contact for resolving Level 1 and 2 managed service issues. The role focuses on supporting Windows servers, third-party applications, user endpoints, and general administrative support. Communication will be conducted via phone, email, or service management platforms.

This role requires participation in a 24/7 roster covering all days from Monday through Sunday and mandates Australian citizenship.

About Experteq

With over 30 years of expertise, Experteq is an Australian-owned IT Managed Services Provider and Professional Services Consultancy servicing more than 50 clients across banking, finance, corporate, and governmental sectors nationwide. The company supports about 30% of Australia's Authorised Deposit Taking Institutions with a focus on security, compliance, and regulatory standards.

Key Responsibilities

• Act as the initial point of contact for IT support, managing first and some second-level incidents.
• Collaborate with clients and internal teams to troubleshoot and resolve technical problems.
• Use ServiceNow to log, track, and address incidents and service requests.
• Install and configure software and hardware components.
• Help develop and update Standard Operating Procedures.
• Engage in project work and other related activities as assigned.

Candidate Profile

• At least three years of hands-on IT support experience within a corporate setup.
• Based in Sydney and able to work onsite according to roster requirements.
• Experience with ServiceNow incident management, requests, tasks, and CMDB is advantageous.
• Holds Microsoft Fundamentals certification (AZ-900, MS-900, or equivalent), with proof of credential.
• Familiarity with Microsoft Azure fundamentals including resource groups, virtual machines, identity, and cloud concepts.
• Understanding of network basics such as DNS, DHCP, IP addressing, and routing with troubleshooting capabilities.
• Proficient in Microsoft 365 administration including user provisioning, resolving Outlook issues, multi-factor authentication, and license management.
• Highly skilled in supporting Windows 10 and 11 environments including profiles, policies, and device troubleshooting.
• Competent in Active Directory tasks such as managing accounts, groups, password resets, permissions, and Group Policy Objects.
• Exposure to endpoint management tools like Intune with basic Azure portal navigation and troubleshooting knowledge.
• Strong customer service orientation with proven problem-solving and analytical skills.
• ITIL knowledge is a plus.
• Clear of any criminal record and holds permanent unrestricted working rights in Australia.

Benefits and Work Environment

This role offers a flexible hybrid working arrangement, primarily remote with some fixed onsite commitments, governed by the Experteq Hybrid Work Policy. You will receive five weeks of annual leave plus an additional day off for your birthday.

• Flexible scheduling around core working hours.
• A powerful laptop and a monthly allowance for mobile phone expenses.
• Employee discounts covering finance, health, real estate, and retail sectors.
• Frequent team lunches, learning events, industry-related activities, and celebrations.
• Supportive study leave options and wellness initiatives including Mental Health First Aid officers, confidential Employee Assistance Programs, and annual flu vaccinations.
• Opportunities to advance your career through challenging projects and diverse technology exposure.
• Recognition programs featuring service awards and employee referral incentives.

Diversity and Inclusion

Experteq is committed to fostering a diverse and inclusive workplace that provides equal opportunity without discrimination or harassment.

Additional Information

Note: Only Australian citizens are eligible to apply. Resumes sent by recruitment agencies without request will not be processed.