IT Operations Technician: Proactive Tech Support

TMGM; Sydney; On-site; AUD 60,000 - 90,000; Full time

Benefits offered by this job

Competitive salary

Career growth

Global exposure

Health benefits

Job summary

TMGM is seeking a proactive IT Support Technician to provide day‑to‑day technical assistance across the organisation. You will handle incident tickets, hardware and software troubleshooting, and IT asset maintenance to ensure users receive timely support.

This role offers growth into infrastructure, endpoint management, security practices, and enterprise productivity tools, with a focus on customer service and clear documentation.

Qualifications

• Associate's or Bachelor's degree in Information Technology, Computer Science, or related field.
• 2-3 years of IT support experience in service desk, helpdesk, desktop support, or IT operations.
• Hands-on experience with tickets in ITSM systems, preferably Jira Service Management.
• Familiarity with SLA concepts, ticket priority, escalation, and resolution timelines.
• Experience troubleshooting Windows and/or macOS devices.
• Knowledge of Microsoft 365, Active Directory/Entra ID, VPN, printer support, and endpoint troubleshooting.
• Exposure to MDM tools such as Intune or Jamf is a plus.
• Strong documentation and communication skills.

Responsibilities

• Respond to and resolve incident tickets (hardware, software, network, printer, email, login, access).
• Handle service requests (account setup, password resets, software installs, device prep, access requests, config changes).
• Document troubleshooting steps, resolution notes, and ticket closures.
• Follow SLA requirements and escalate when needed to resolve issues promptly.
• Install, configure, and troubleshoot desktops, laptops, printers, scanners, and standard apps.
• Support Windows, macOS, Microsoft 365, email, VPN, Wi‑Fi, and productivity tools.
• Assist with onboarding and offboarding (device setup, account creation, access removal).
• Perform basic MDM tasks and simple device management activities.

Skills

IT support

Customer service

Ticketing systems

Windows

macOS

Microsoft 365

Networking

VPN

Documentation

Security awareness

Education

Bachelor's degree in Information Technology

Associate's degree in IT

Tools

Jira Service Management

Job description

TMGM is seeking a proactive IT Support Technician to provide day‑to‑day technical assistance across the organisation. You will handle incident tickets, hardware and software troubleshooting, and IT asset maintenance to ensure users receive timely support.

This role offers growth into infrastructure, endpoint management, security practices, and enterprise productivity tools, with a focus on customer service and clear documentation.