IT Officer

Crown Resorts; Melbourne; On-site; AUD 70,000 - 90,000; Full time

Job summary

Crown Resorts in Melbourne is seeking an IT Officer to join our IT Operations team, delivering Level 2 support across casino, hotels and corporate environments. You’ll help manage incidents, service requests and IT systems in a fast-paced, guest‑facing setting.

Ideal candidates have 1–4 years in IT support, strong Windows and Microsoft 365 know‑how, and a proactive customer service mindset. A rotating roster including weekends is required.

Qualifications

• 1–4 years' experience in IT Support, Service Desk, Desktop Support or IT Operations.
• Experience in a large, multi-site or 24/7 operational environment.
• Strong knowledge of Windows environments, Microsoft 365, Microsoft Entra ID (Azure AD) and core networking (TCP/IP, DNS, DHCP, VPN, Wi‑Fi).
• Experience supporting Microsoft Intune-managed devices.
• ITIL Foundation, CCNA and Security+ certifications are advantageous.

Responsibilities

• Provide Level 2 support for hardware, software, networking and end‑user technology issues.
• Manage incidents and service requests through ServiceNow, meeting SLAs.
• Troubleshoot and resolve issues related to Microsoft 365, Windows devices, identity management and networking.
• Escalate complex incidents to specialist teams with thorough documentation.
• Support user onboarding, offboarding and access management processes.
• Assist with device deployment, configuration and lifecycle management.
• Conduct routine monitoring, maintenance and health checks across systems.

Skills

IT Support

Service Desk

Customer service

Troubleshooting

Education

Diploma or Degree in IT

Tools

Microsoft 365

Microsoft Entra ID (Azure AD)

Microsoft Intune

Job description

Crown Resorts is a great place to visit and it’s an even better place to work, a place where you can play your part in creating fun, memorable, world-class experiences for our guests and our people. We value passion, optimism, and an appetite for change - for the better. Here, you’ll be part of the team, empowered to explore more, experience more and supported by your leader to grow and develop.

We're currently seeking an IT Officer to join our IT Operations team in Melbourne, providing critical Level 2 support across our casino, hotels and corporate environments.

About the Role

As an IT Officer, you'll play a key role in ensuring Crown's technology services operate smoothly across a complex 24/7 environment. You'll provide Level 2 technical support, manage incidents and service requests, maintain IT systems and infrastructure, and work closely with senior technical teams to resolve issues impacting our business and guests.

This role is ideal for an IT professional who enjoys troubleshooting, thrives in a fast-paced operational environment, and is passionate about delivering exceptional customer service.

What You'll Be Doing

• Providing Level 2 support for hardware, software, networking and end-user technology issues.
• Managing incidents and service requests through ServiceNow, ensuring tickets are resolved within agreed service levels.
• Troubleshooting and resolving issues relating to Microsoft 365, Windows devices, identity management and networking.
• Escalating complex incidents to specialist teams with comprehensive documentation and handover notes.
• Supporting user onboarding, offboarding and access management processes.
• Assisting with device deployment, configuration and lifecycle management.
• Performing routine monitoring, maintenance and health checks across systems and infrastructure.
• Supporting backup operations, patching activities and change implementations.
• Maintaining strong ticket ownership and ensuring incidents are actively managed through to resolution.

About You

You’ll be a proactive and customer-focused IT professional who can balance technical troubleshooting with excellent stakeholder communication.

To be successful, you’ll bring:

• 1-4 years' experience in IT Support, Service Desk, Desktop Support or IT Operations.
• Experience working within a large, multi-site or 24/7 operational environment.
• Strong knowledge of:
  • Windows environments
  • Microsoft 365
  • Microsoft Entra ID (Azure AD)
  • Core networking concepts including TCP/IP, DNS, DHCP, VPN and Wi-Fi
• Experience supporting Microsoft Intune-managed devices.
• Strong troubleshooting, prioritisation and problem-solving skills.
• The ability to manage competing priorities and work effectively against SLAs.
• Excellent written and verbal communication skills.
• Diploma, Degree or equivalent experience in Information Technology or a related discipline.
• Microsoft certifications (MD-102, MS-102 or AZ-104)
• ITIL Foundation
• CCNA
• Security+

Additional Requirements

• Ability to obtain and maintain the required Casino Employee Licensing and probity clearances.
• Willingness to work a rotating roster, including weekends and public holidays when required.
• Applicants must have full working rights in Australia.

On top of exciting career possibilities, we offer better exposure to experiences and learning. To see our range of benefits and opportunities visit Crown Resorts Careers.

Our Crown Community celebrates uniqueness and embraces diversity. We welcome the creativity, insights and experiences from people of different race, age, religion, cultural background, gender, people with disability, people who identify as LGBTIQ+ and Aboriginal and Torres Strait Islander; people like you.