Desktop Support Engineer

Assurant, Inc.; Cumberland; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Mentoring programs

Recharge days

Employee Share Purchase Program

Diversity panels and ERGs

Parental leave

Job summary

Assurant, Inc. is seeking an experienced IT Support Analyst to ensure the stability and operation of end-user computer systems and infrastructure. You will conduct research on new technologies and lead practical applications to business needs.

The role involves handling incidents and requests, troubleshooting Windows, VPN, printing, Wi‑Fi, and Microsoft 365 apps, and coordinating with Networking and Security teams. On-site 5 days a week with rotating shifts from 7am to 5pm.

Qualifications

• Degree or tertiary qualification in Computer Systems Engineering or Computer Science or equivalent.
• Minimum 3 years experience in a Level 1/Level 2 IT support role.
• Experience with Windows, Microsoft 365, Azure/Intune, and on-premises/cloud infrastructure.
• Experience with ServiceNow ticketing and ITIL processes.

Responsibilities

• Provide end-user IT support via phone, chat, email, and onsite.
• Log, classify, and prioritise incidents/requests in ServiceNow.
• Troubleshoot Windows login, VPN, printing, Wi-Fi/Ethernet, browser, Microsoft 365 apps, OneDrive, and mobile devices.
• Fulfill requests: password resets, software installs via endpoint management, hardware setup.
• Resolve escalated incidents and perform diagnostics for hardware, drivers, and applications.
• Coordinate with Networking, Security, and Collaboration teams on VPN, SSO/MFA, and identity (Azure AD).
• Support site moves/outages with IT cabling and equipment mounting knowledge.
• Complete periodic IT processes within SLAs and KPIs.

Skills

Windows

Microsoft 365

Azure

Intune

AD/LDAP

ServiceNow

ITIL

Networking basics

On-site support

Education

Bachelor’s degree in Computer Systems Engineering or Computer Science

Tools

Intune

Azure AD

Active Directory

Job description

Why work with Assurant?

Assurant redefines the boundaries of protection - safeguarding and servicing connected devices, homes, automobiles, and commercial equipment in partnership with the world’s most successful brands.

When you join Assurant, you will be part of a community that cares. A diverse and supportive team culture will see you challenge yourself and motivate you to think out of the box.

With more than 100 years’ industry expertise, we are trusted by over 300 million consumers worldwide. We support global businesses that are advancing the connected world for their customers, making technology more accessible and eco-friendly.

Some of the benefits you'll get working at Assurant include:

• International and Local mentoring programs
• Two recharge days, and a cultural day annually to support work/life balance and celebrating what's important to you
• Discounted Employee Share Purchase Program
• Diversity panels and employee resource groups
• 10 weeks company paid parental leave including superannuation contributions while on unpaid leave
• Development programs and support for higher education
• Novated vehicle leasing
• Volunteering leave to give back to the communities we serve

What's the role about?

This position is responsible for ensuring the stability, integrity, and efficient operation of the end-user computer systems and infrastructure that support core organisational functions, as well as to conduct/lead research on new and emerging technologies for practical application to business problem and strategic initiatives.

Some of the responsibilities include:

• Manages several small to medium-scale projects and/or tasks of various complexities across the business.
• Act as primary contact for end-users via phone, chat, email, and onsite support
• Log, classify, and prioritise incidents/requests in ITSM tools (ServiceNow)
• Troubleshoot common issues: Windows login, VPN, printing, Wi-Fi/Ethernet, browser, Microsoft 365 apps, OneDrive sync, and mobile devices.
• Fulfill requests: password resets, software installs via endpoint management, hardware/peripheral setup.
• Resolve escalated incidents and perform diagnostics for hardware, drivers, and application conflicts.
• Manage endpoint tooling: Intune, Zscaler and Active Directory
• Coordinate with Networking, Security, and Collaboration teams on VPN, SSO/MFA, identity (Azure AD), and conditional access.
• Support site moves/outages: Experience with IT cabling (Cat-5, Cat-6 etc), patch panels, labelling and equipment mounting in the IT racks.
• Complete periodic (e.g. daily, monthly & year-end) IT processes and procedures within the stipulated SLAs and KPIs.
• Manage vendors and third-party providers with performance reviewed periodically.

Does this sound like you?

• Degree or Tertiary Qualifications in Computer Systems Engineering, Computer Science or equivalent
• A minimum of 3 years of experience in a Level 1/Level 2 support role
• Previous experience/exposure to warehousing, transport or logistics environments highly advantageous
• Experienced knowledge of Windows, Microsoft 365, Technology infrastructures in distributed / cloud configuration, broad network IP, relational databases and AD / LDAP directory understanding
• Familiarity with on-premise and cloud infrastructure platforms including Microsoft Azure and Intune
• Previous experience with ticketing systems such as ServiceNow highly advantageous
• Required skills in the following areas: Infrastructure / Network / Server/ Industry Monitoring and Performance Testing Tools / Service Management Process, Proficient knowledge of Technology methodologies (life-cycle management, Agile, ITIL, Waterfall)
• Azure Administrator Associate, Azure Network Engineer Associate, Windows Server Hybrid Administrator Associate, Azure Virtual Desktop Specialty, VMware Certified Professional (VCP) Certifications preferred
• Ability to work on-site 5 days a week on rotating shifts between 7am-5pm
• Team player, approachable and customer centric
• Adaptable, with great time management skills

At Assurant, we celebrate the differences that make us who we are. By assembling extraordinary teams from a variety of races, religions,sexualorientations,gender identities,ages,experiences,and abilities, we’re able to better reflect the global communities where we live and work.By working to remove barriers, we ensure equity for everyone.The pursuit of inclusion rests with each of us. Because it’s only by listening toand representing the unique voices of every individual that we can innovate for all.

If you need a reasonable accommodation or adjustment at any stage of the hiring process, please contact us. We are committed to ensuring an accessible and equitable experience for all candidates.

For further information about Assurant, please visit our website at https://www.assurant.com/