IT Onsite Support Specialist

WSP; Sydney; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Flexible work

Learning & development

Career growth

Inclusive culture

Job summary

WSP is seeking an IT Onsite Support Specialist for our Sydney office and regional sites to deliver responsive, customer-focused technology support. You will manage end-user devices, collaboration tech, and meeting room systems while safeguarding operations and security.

You’ll work under the IT Onsite Support Lead AU, providing 2nd-level support, onboarding/offboarding, and lifecycle management. A computing qualification or 2+ years in IT support is needed; ITIL/ServiceNow knowledge is desirable.

Qualifications

• Qualification in a computing discipline and/or a minimum of 2 years relevant experience in an IT support function.
• Enthusiastic and passionate about IT service delivery and the delivery of a high-quality end-user experience.
• Contemporary working knowledge of a broad range of end-user computing technologies including desktop and laptop hardware, operating systems, peripherals, mobile devices, collaboration technologies, and productivity applications.
• Working knowledge of networking technologies and protocols including TCP/IP, DHCP, DNS, Wi-Fi, VPN, and basic network troubleshooting.
• High-level competency in Microsoft 365 applications and services including Outlook, Teams, OneDrive, SharePoint, Office applications, and collaboration technologies.
• Working knowledge of ServiceNow, IT service management (ITSM) processes, and ITIL methodologies.
• ITIL v4 Foundations Certification. (Desirable)
• Working knowledge of Microsoft Intune, Windows Autopilot, and modern endpoint management technologies. (Desirable)
• Experience supporting Microsoft Teams Rooms, audio-visual systems, and meeting room technologies. (Desirable) Experience with hardware asset lifecycle management and Configuration Management Database (CMDB) processes. (Desirable)
• Experience supporting enterprise Microsoft 365 environments and corporate standard operating procedures. (Desirable)
• Experience in supporting digital engineering applications. (Desirable)
• Maintain a current Driver's Licence

Responsibilities

• Provide 2nd-level support for incidents and service requests relating to desktops, laptops, mobile devices, peripherals, operating systems, Microsoft 365, approved business applications, connectivity and collaboration technologies.
• Deliver professional, client-focused support through clear communication, active ownership, appropriate prioritisation and timely resolution or escalation.
• Provide hands-on deskside support and practical guidance to users with varying levels of technical knowledge.
• Ensure day-to-day onsite IT services are operational and available and proactively identify issues that may affect users or office operations.
• Support onboarding, offboarding and user lifecycle activities, including equipment preparation, deployment, recovery and access-related coordination.
• Provide proactive support and maintenance for Microsoft Teams Rooms, audio-visual systems, digital collaboration technologies and meeting room infrastructure.
• Complete regular meeting room health checks, respond quickly to meeting-impacting issues and coordinate escalation to internal teams or specialist vendors when required.
• Support important meetings and events where onsite technical assistance is required.
• Install, configure, test, deploy and support standard hardware and software, including device builds, updates and approved applications.
• Manage device provisioning, deployment, refresh, replacement, recovery and decommissioning in accordance with global standards and processes.
• Maintain accurate asset, inventory and configuration records in the Configuration Management Database (CMDB), supporting audit and governance requirements.
• Coordinate hardware warranty repairs, vendor activities and secure equipment handling as required.
• Ensure incidents, requests, tasks, asset activities and support actions are accurately recorded and managed in ServiceNow in accordance with ITSM processes, service level commitments and knowledge management standards.
• Meet agreed operational targets, productivity expectations and customer service standards, while maintaining quality and attention to detail.
• Create, review and maintain clear Knowledge Base articles and support documentation to improve consistency, self-service and team capability.
• Identify recurring issues and opportunities to improve service quality, operational efficiency, user experience and process effectiveness.
• Promote cyber security best practices and promptly identify and elevate suspected security incidents, vulnerabilities or non-compliant technology use.
• Collaborate with local, regional and global resolver teams, and participate in technology deployments, office changes, projects and integration activities as required.

Skills

End-user support

Customer-focused service

Microsoft 365

IT service delivery

Networking basics

ServiceNow ITSM

ITIL knowledge

Education

Computing qualification or 2+ years IT support experience

ITIL Foundations (Desirable)

Tools

Microsoft Teams

Microsoft 365 apps

SharePoint

OneDrive

ServiceNow

Job description

We are looking for an IT Onsite Support Specialist to provide responsive, practical and customer-focused technology support across our Sydney office and associated regional offices. You will play an important role in keeping our day-to-day technology services operating effectively, resolving technical issues and ensuring our people have the tools and support they need to do their best work.

What you'll do

Reporting to the IT Onsite Support Lead AU, you will provide technical support across end-user devices, applications, meeting rooms and collaboration technologies.

Onsite support and customer experience

• Provide 2nd-level support for incidents and service requests relating to desktops, laptops, mobile devices, peripherals, operating systems, Microsoft 365, approved business applications, connectivity and collaboration technologies.
• Deliver professional, client-focused support through clear communication, active ownership, appropriate prioritisation and timely resolution or escalation.
• Provide hands-on deskside support and practical guidance to users with varying levels of technical knowledge.
• Ensure day-to-day onsite IT services are operational and available and proactively identify issues that may affect users or office operations.
• Support onboarding, offboarding and user lifecycle activities, including equipment preparation, deployment, recovery and access-related coordination.

Meeting rooms and collaboration technology

• Provide proactive support and maintenance for Microsoft Teams Rooms, audio-visual systems, digital collaboration technologies and meeting room infrastructure.
• Complete regular meeting room health checks, respond quickly to meeting-impacting issues and coordinate escalation to internal teams or specialist vendors when required.
• Support important meetings and events where onsite technical assistance is required.

Endpoint and asset lifecycle management

• Install, configure, test, deploy and support standard hardware and software, including device builds, updates and approved applications.
• Manage device provisioning, deployment, refresh, replacement, recovery and decommissioning in accordance with global standards and processes.
• Maintain accurate asset, inventory and configuration records in the Configuration Management Database (CMDB), supporting audit and governance requirements.
• Coordinate hardware warranty repairs, vendor activities and secure equipment handling as required.

Service management, security and continuous improvement

• Ensure incidents, requests, tasks, asset activities and support actions are accurately recorded and managed in ServiceNow in accordance with ITSM processes, service level commitments and knowledge management standards.
• Meet agreed operational targets, productivity expectations and customer service standards, while maintaining quality and attention to detail.
• Create, review and maintain clear Knowledge Base articles and support documentation to improve consistency, self-service and team capability.
• Identify recurring issues and opportunities to improve service quality, operational efficiency, user experience and process effectiveness.
• Promote cyber security best practices and promptly identify and elevate suspected security incidents, vulnerabilities or non-compliant technology use.
• Collaborate with local, regional and global resolver teams, and participate in technology deployments, office changes, projects and integration activities as required.

Professional responsibilities

• Adhere to Front Line Services governance, approved procedures, WSP guiding principles and all applicable Safety, Health, Environment and Quality obligations.
• Maintain regular onsite presence and travel to associated regional offices when required to support users, office operations and technology activities.
• Take responsibility for ongoing development through regular Thrive conversations, required learning and maintaining relevant capability records, registrations or licences.
• Perform other duties reasonably incidental to the position, as directed by the Company from time to time.

Role Specific Qualifications and Experience

• Qualification in a computing discipline and/or a minimum of 2 years relevant experience in an IT support function.
• Enthusiastic and passionate about IT service delivery and the delivery of a high-quality end-user experience.
• Contemporary working knowledge of a broad range of end-user computing technologies including desktop and laptop hardware, operating systems, peripherals, mobile devices, collaboration technologies, and productivity applications.
• Working knowledge of networking technologies and protocols including TCP/IP, DHCP, DNS, Wi-Fi, VPN, and basic network troubleshooting.
• High-level competency in Microsoft 365 applications and services including Outlook, Teams, OneDrive, SharePoint, Office applications, and collaboration technologies.
• Working knowledge of ServiceNow, IT service management (ITSM) processes, and ITIL methodologies.
• ITIL v4 Foundations Certification. (Desirable)
• Working knowledge of Microsoft Intune, Windows Autopilot, and modern endpoint management technologies. (Desirable)
• Experience supporting Microsoft Teams Rooms, audio-visual systems, and meeting room technologies. (Desirable) Experience with hardware asset lifecycle management and Configuration Management Database (CMDB) processes. (Desirable)
• Experience supporting enterprise Microsoft 365 environments and corporate standard operating procedures. (Desirable)
• Experience in supporting digital engineering applications. (Desirable)
• Maintain a current Driver's Licence

Why join WSP?

At WSP, you'll work on projects that shape cities, communities and critical infrastructure across Australia and beyond. You'll join a collaborative team of engineers, scientists, consultants and digital specialists who are passionate about solving complex problems with data and technology.

We offer:

• The opportunity to work on nationally significant infrastructure and sustainability projects.
• Access to industry-leading digital, AI and cloud technologies.
• Flexible working arrangements that support work-life balance.
• Ongoing investment in learning, development and technical career growth.
• A collaborative, inclusive and high-performing culture where innovation is encouraged.
• The chance to influence how data and AI are applied to some of the world's most pressing challenges.

Imagine a better future for us all and a better future for you.