Information Technology Support Officer

Kelsian Group; Sydney; On-site; AUD 68,000 - 95,000; Full time

Job summary

Kelsian Group is seeking a proactive Information Technology Support Officer to join our IT team. You will provide Level 2 technical support to employees across multiple locations, ensuring access to the technology, systems and support they need to perform at their best.

In this hands-on role, you will troubleshoot hardware, software, network issues, manage incidents via the IT Service Desk, and assist with desktop, laptop and server maintenance.

Qualifications

• Two years' experience in a technical support or IT service delivery environment.
• Level 2 technical support experience.
• Strong knowledge of Windows, Microsoft 365, Active Directory and server technologies.

Responsibilities

• Provide Level 2 technical support across multiple locations.
• Manage incidents and service requests via IT Service Desk.
• Troubleshoot hardware, software, network issues; escalate as needed.
• Install, configure and maintain desktops, laptops, servers, and other IT equipment.
• Manage user accounts and permissions across AD, M365 and apps.
• Coordinate workstation setups and equipment deployments across sites.
• Collaborate with internal teams and external providers to improve IT services.

Skills

Level 2 technical support

Customer service

Troubleshooting

Communication skills

Problem-solving

Education

Relevant IT qualification

2+ years' IT support experience

Tools

Microsoft Windows

Microsoft 365

Active Directory

Microsoft Server technologies

IT Service Desk ticketing

Job description

Build you IT career with a leading global transport organisation.

Base Salary: $79,423 per annum

• Enjoy a varied, hands-on IT support role across multiple operational locations
• Develop your technical expertise and grow your career in a diverse technology environment
• Join a collaborative team supporting essential transport services and the communities we connect.

About Kelsian

Kelsian Group Limited is a leading global transport organisation, connecting people and communities through our land and marine transport operations across Australia and internationally.

Our people and technology are central to delivering safe, reliable and efficient transport services. As our organisation continues to evolve, we are committed to investing in our technology capabilities and supporting the professional growth of our people.

About The Role

We have an exciting opportunity for a proactive and customer-focused Information Technology Support Officer to join our IT team.

In this varied, hands-on role, you will provide Level 2 technical support to employees across multiple locations, ensuring our people have access to the technology, systems and support they need to perform at their best.

• Providing responsive remote and onsite technical support across a range of operational and corporate environments.
• Managing, prioritising and resolving incidents and service requests through the IT Service Desk ticketing system.
• Troubleshooting hardware, software, network connectivity and application issues, including escalating more complex matters where required.
• Supporting the installation, configuration and maintenance of desktops, laptops, servers and other IT and communications equipment.
• Managing user accounts, system access and permissions across Active Directory, Microsoft 365 and other business applications.
• Coordinating workstation setups, equipment deployments and ongoing preventative maintenance across multiple sites.
• Collaborating with internal teams and external service providers to deliver positive customer outcomes and continuously improve IT support services.

The role involves travel between operational locations and participation in an after-hours and public holiday on-call roster, with appropriate allowances, resources and equipment provided.

About You

You are a solutions-focused IT professional who enjoys solving problems, supporting people and working across a diverse technology environment.
You combine technical knowledge with strong communication skills, a positive approach and a commitment to delivering excellent customer service.

To be successful in this role, you will bring:

• A relevant IT qualification and/or a minimum of two years' experience in a technical support or IT service delivery environment.
• Demonstrated experience providing Level 2 technical support.
• Sound working knowledge of Microsoft Windows environments, Microsoft 365, Active Directory and Microsoft Server technologies.
• Experience using IT Service Desk ticketing systems to manage incidents and service requests.
• Strong troubleshooting, analytical and problem-solving capabilities.
• Excellent communication and interpersonal skills, with the ability to support employees at all levels of the organisation.
• A proactive, organised and flexible approach, with the ability to manage competing priorities.
• A current, unrestricted driver's licence and willingness to travel between sites.
• Availability to participate in a scheduled after-hours and public holiday support roster.

Highly regarded

• ITIL Foundation certification or knowledge of IT service management principles.
• Experience with Microsoft Entra ID, device management or modern workplace technologies.
• Previous experience supporting geographically dispersed or multi‑site operations.

Why Join Kelsian?

At Kelsian Group, you'll have the opportunity to contribute to an organisation that connects people and communities every day.

We offer:

• Career development: Opportunities to broaden your technical knowledge and build your IT career.
• Variety and exposure: Experience supporting diverse systems, technologies and operational environments.
• Meaningful work: Play an important role in supporting the technology behind essential transport services.
• Collaborative culture: Work alongside experienced colleagues who value teamwork, knowledge-sharing and continuous improvement.
• A global organisation: Be part of an established international business with a strong focus on innovation and operational excellence.

Please note that screening and contacting of applicants may commence prior to the application closing date.

We aim to provide meaningful and sustainable employment opportunities that are free from barriers, support and celebrate the diverse talents of our team members, improve awareness of the value of diversity and inclusion across our organisation, and enable our leaders to champion diversity and inclusion. We welcome and encourage applications from Aboriginal and Torres Strait Islanders, LGBTQIA+, people with disability and people from diverse cultural backgrounds.