Desktop Support Engineer - End-User IT Hero

Assurant, Inc.

Cumberland

On-site

AUD 65,000 - 90,000

Full time

2 days ago

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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.