Hands-On IT Support Analyst: 1st/2nd Line, On-Site

Standards Australia; New South Wales; On-site; AUD 65,000 - 85,000; Full time

Job summary

Standards Australia is seeking a hands-on Technical Support Analyst to deliver high-quality 1st and 2nd line IT support across hardware, software, SaaS, and end-user devices. This on-site role requires three days per week in the office to ensure timely assistance for staff and vendors.

You will troubleshoot issues via phone, remote, or face-to-face, log incidents, and collaborate with internal IT teams while maintaining documentation and contributing to knowledge base improvements.

Qualifications

• Experience providing 1st and 2nd line IT support in an enterprise environment.
• Ability to troubleshoot across hardware, software and SaaS platforms.
• Strong communication and issue documentation skills.

Responsibilities

• Provide 1st and 2nd line IT support for hardware, software, SaaS and end-user devices.
• Log incidents and track through to resolution using the ticketing system.
• Troubleshoot issues via phone, remote, or face-to-face with employees and vendors.
• Collaborate with internal IT teams and external vendors to resolve problems.
• Maintain up-to-date documentation of solutions and workarounds.

Skills

IT support

Hardware troubleshooting

Vendor coordination

Tools

ServiceNow

Jira Service Desk

Job description

Standards Australia is seeking a hands-on Technical Support Analyst to deliver high-quality 1st and 2nd line IT support across hardware, software, SaaS, and end-user devices. This on-site role requires three days per week in the office to ensure timely assistance for staff and vendors.

You will troubleshoot issues via phone, remote, or face-to-face, log incidents, and collaborate with internal IT teams while maintaining documentation and contributing to knowledge base improvements.