Customer‑Facing IT Support Analyst (1st/2nd Line)

Are Media Pty Ltd; Sydney; On-site; AUD 70,000 - 90,000; Full time

Job summary

Standards Australia is seeking a hands‑on Technical Support Analyst to deliver high‑quality 1st and 2nd line IT support for employees and vendors. You’ll handle devices, software, SaaS, and end‑user services, ensuring smooth operations across the business.

With at least 5 years in an IT Service Desk environment, you’ll work onsite most days and participate in ongoing improvements while mentoring junior staff and supporting service continuity.

Qualifications

• Minimum 5 years' experience in an IT Service Desk or similar end‑user support role.
• Experience providing 1st and 2nd level support across hardware, software and SaaS.
• Strong knowledge of end‑user devices and Microsoft 365.
• Proven ability to troubleshoot remotely and face‑to‑face.
• Experience onboarding and offboarding user accounts and equipment.

Responsibilities

• Provide 1st and 2nd level IT support via phone, email, remote and face‑to‑face.
• Troubleshoot hardware, software and SaaS issues within SLAs.
• Log, track and communicate incident progress to users until resolution.
• Support AV and meeting room tech including Teams Rooms and peripherals.
• Coordinate onboarding/offboarding and equipment provisioning.

Skills

Customer service

Communication skills

Problem solving

Incident management

Team collaboration

Tools

Microsoft 365

Microsoft Teams Rooms

Ticketing system

Job description

Standards Australia is seeking a hands‑on Technical Support Analyst to deliver high‑quality 1st and 2nd line IT support for employees and vendors. You’ll handle devices, software, SaaS, and end‑user services, ensuring smooth operations across the business.

With at least 5 years in an IT Service Desk environment, you’ll work onsite most days and participate in ongoing improvements while mentoring junior staff and supporting service continuity.