Flexible It Support Technician – On‐Site & Field Work

Geeks2U Pty; Sydney; Hybrid; AUD 65,000 - 90,000; Full time

Job summary

Standards Australia is seeking a Flexible IT Support Technician on site in Sydney to deliver reliable 1st and 2nd line IT support for employees and vendors. The role requires at least five years of hands-on experience, strong customer service skills, and a proactive approach to solving problems.

You will operate in a hybrid pattern (three days in the office, two days work from home), handling hardware, software, Microsoft 365, and meeting-room tech, with emphasis on timely, user‑focused service

Qualifications

• 5+ years in IT service desk or technical support.
• Experience delivering 1st and 2nd line support in corporate settings.
• Strong customer service focus and proactive problem-solving.
• Ability to work onsite 3 days per week.
• Proficient with Microsoft 365 and collaboration tools.

Responsibilities

• Provide 1st and 2nd line IT support via in-person, phone, and remote channels.
• Troubleshoot hardware, software, and SaaS issues.
• Log and track incidents through to resolution.
• Support meeting room tech including Teams Rooms.
• Onboard/offboard users and provisioning.
• Collaborate with IT teams and vendors.
• Maintain documentation and contribute to knowledge base.

Skills

Customer service

Technical troubleshooting

On-site support

End-user support

Communication

Team collaboration

Prioritisation

Documentation

Tools

Microsoft 365

Teams Rooms

SaaS applications

IT service desk tools

Job description

Flexible IT Support Technician On Site

Location: Sydney

The Technical Support Analyst is a hands‑on, customer‑focused role responsible for providing high‑quality 1st and 2nd level IT support to employees and vendors across the organisation. Acting as the first point of contact for IT requests and incidents, you’ll deliver timely support across hardware, software, SaaS applications, and end‑user devices, helping ensure a seamless technology experience for our people.

Working as part of the Service Desk team, you’ll provide support through face‑to‑face interactions, phone, remote assistance, and ticket‑based requests, resolving issues in line with agreed service levels. You’ll play a key role in troubleshooting technical problems, managing user requests, maintaining IT equipment, and escalating complex issues when required.

To be successful in this role you’ll bring at least 5 years’ experience. This is a highly visible role that requires strong customer service skills, a proactive approach to problem‑solving, and a passion for helping people get the most from technology. As an in‑person support role, a minimum of three days per week onsite attendance is required, with additional days rostered as needed to ensure appropriate team coverage and support for business operations.

What you’ll do

• Provide 1st and 2nd level support for IT incidents and service requests via phone, email, remote support, and face‑to‑face interactions.
• Troubleshoot and resolve hardware, software, SaaS application, device, and access‑related issues in line with agreed service levels.
• Log, prioritise, manage, and track incidents and requests through to resolution, ensuring clear communication and regular updates to users.
• Support audio‑visual and meeting room technologies, including Microsoft Teams Rooms, displays, cameras, microphones, and conferencing equipment.
• Manage user onboarding and offboarding activities, including account provisioning, access management, and equipment setup.
• Coordinate with internal IT teams and external vendors to investigate, escalate, and resolve technical issues efficiently.
• Maintain accurate documentation of incidents, resolutions, procedures, and support activities while contributing to knowledge base improvements.
• Support hardware and software deployments, ensuring solutions are operational, supported, and aligned with business requirements.
• Monitor recurring issues, identify trends, and contribute to service improvement initiatives that enhance the user experience.
• Assist with service reporting, process improvement activities, and ad hoc projects that support broader IT and business objectives.
• Mentor junior Service Desk team members and contribute to a collaborative, customer‑focused support environment.
• Follow established IT policies, procedures, and quality standards to ensure reliable and consistent service delivery.

You will bring

• A minimum of 5 years’ experience in an IT Service Desk, Technical Support Analyst, or similar end‑user support role providing 1st and 2nd level technical support in a corporate environment.
• Demonstrated experience in an IT Service Desk or Technical Support role, providing 1st and 2nd level support across a range of technologies and end‑user environments.
• Strong technical knowledge of end‑user devices, operating systems, Microsoft 365, collaboration tools, peripherals, and common business applications.
• Proven ability to troubleshoot, diagnose, and resolve technical issues efficiently, both remotely and face‑to‑face.
• Experience managing incidents and service requests through their full lifecycle, including prioritisation, communication, escalation, and resolution within agreed service levels.
• A customer‑first mindset, with excellent communication skills and a commitment to delivering outstanding user experiences.
• Experience supporting user onboarding and offboarding activities, including account provisioning, access management, and equipment deployment.
• Strong organisational skills with the ability to manage competing priorities in a fast‑paced support environment.
• Experience creating and maintaining technical documentation, knowledge articles, and support procedures.
• A collaborative approach, with the ability to work effectively across IT teams, vendors, and business stakeholders.
• A continuous improvement mindset, with an interest in identifying recurring issues, improving processes, and enhancing service delivery.

Nice to have

• Experience working within an ITIL‑aligned Service Desk environment.
• Exposure to supporting audio‑visual and meeting room technologies, including Microsoft Teams Rooms and conferencing equipment.
• Experience with ticketing, service management, or IT support platforms.
• Knowledge of user identity and access management processes and tools.
• Experience contributing to service improvement initiatives, reporting, or trend analysis.
• Previous experience mentoring junior team members or providing guidance within a support team.
• Relevant IT certifications such as ITIL Foundation, Microsoft Certifications, CompTIA, or equivalent industry qualifications.

Culture & Benefits

• Standards Australia is proud to have been awarded the prestigious Employer of Choice Award for two consecutive years, 2023 and 2024.
• Our iCARE values form the basis of all we do - Integrity, Courage, Accountability, Respect, and Excellence.
• We offer a range of People Perks that support flexibility, wellbeing, career growth, and recognition – helping you thrive at work and beyond.
• Our culture is focused on collaboration, continuous improvement, and delivering outstanding support to our users.

Eligibility

Eligible applicants must be Australian Citizens, Permanent Residents or have legal rights to work in Australia. Shortlisted applicants will be contacted within 15 business days of their application.

Equal Opportunity

At Standards Australia, we are a proud equal opportunity employer and are committed to fostering an inclusive workplace that values diversity, inclusion, and belonging. We welcome applications from people of all cultural and linguistic backgrounds, all ages and genders, people with a disability, and people from the LGBTQIA+ community.

Work arrangement: Hybrid – 3 days per week in office and 2 days working from home.

Contract type: Permanent Full‑time.

Hours: Standard working hours.

This role requires the candidate to be in the office at least 85% of the time and must have their own license and car, with a strong willingness to talk to customers face‑to‑face.