IT Support Analyst REF 75223

Reo Group; Sydney; On-site; AUD 60,000 - 85,000; Full time

Benefits offered by this job

Onsite parking

Job summary

Reo Group is seeking an IT Support Analyst to deliver excellent technical support to end users across Australia. You will report to the IT team and contribute to a growing national organisation.

The role suits a motivated IT professional with 2–3 years of support experience, keen to solve problems and expand their technical expertise across a broad technology landscape.

Qualifications

• 2+ years' experience in IT Support, Service Desk or Helpdesk.
• Certificate IV in Information Technology (or higher).
• Experience supporting users across multiple sites or a national business.

Responsibilities

• Provide Level 1 and Level 2 remote support via phone, email and ticketing systems.
• Troubleshoot and resolve hardware, software and network-related issues.
• Manage and prioritise multiple support requests while maintaining service levels.
• Keep users informed of progress and resolution timeframes.
• Monitor systems and elevate critical issues when required.
• Maintain accurate technical documentation and knowledge base articles.
• Assist with user training initiatives across supported technologies.
• Collaborate with internal teams to resolve complex technical issues.
• Participate in infrastructure, systems and technology improvement projects.
• Support desktop, laptop, mobile and telephony environments.

Skills

IT support

Helpdesk

Customer service

Troubleshooting

Documentation

Teamwork

Remote support

Education

Certificate IV in IT

Tools

Microsoft 365

Active Directory

Microsoft Exchange

Microsoft Azure

Windows Server

LAN/WAN

DNS/DHCP/VPN

VoIP

Job description

An exciting opportunity exists for an IT Support Analyst to join a well-established and growing national organisation. Reporting into the IT team, you will play a key role in delivering exceptional technical support to end users across multiple locations throughout Australia.

This position is ideal for a motivated IT professional with 2-3 years of support experience who enjoys solving problems, helping users, and building their technical expertise across a broad technology landscape.

About the Opportunity

An exciting opportunity exists for an IT Support Analyst to join a well-established and growing national organisation. Reporting into the IT team, you will play a key role in delivering exceptional technical support to end users across multiple locations throughout Australia.

This position is ideal for a motivated IT professional with 2-3 years of support experience who enjoys solving problems, helping users, and building their technical expertise across a broad technology landscape.

Key Responsibilities

• Provide Level 1 and Level 2 remote support via phone, email and ticketing systems
• Troubleshoot and resolve hardware, software and network-related issues
• Manage and prioritise multiple support requests while maintaining service levels
• Keep users informed of progress and resolution timeframes
• Monitor systems and elevate critical issues when required
• Maintain accurate technical documentation and knowledge base articles
• Assist with user training initiatives across supported technologies
• Collaborate with internal teams to resolve complex technical issues
• Participate in infrastructure, systems and technology improvement projects
• Support desktop, laptop, mobile and telephony environments

About You

To be successful in this role, you will bring:

• Certificate IV in Information Technology (or higher)
• 2+ years' experience in an IT Support, Service Desk or Helpdesk role
• Experience supporting users across multiple sites or a national business
• Strong customer service and communication skills
• Excellent troubleshooting and documentation capabilities
• A proactive and team-oriented approach

Technical Skills

Experience across a broad range of technologies, including:

• Microsoft 365 Administration
• Active Directory
• Microsoft Exchange
• Microsoft Azure
• Windows Server Administration
• LAN/WAN networking
• DNS, DHCP, Routing and VPN technologies
• Desktop and laptop deployment and imaging
• VoIP and mobile device support
• Dell and Apple/Mac hardware environments

What's on Offer?

• Competitive salary package
• Stable permanent position
• Modern office environment with onsite parking
• Exposure to a broad technology stack
• Opportunity to contribute to projects and continuous improvement initiatives
• Supportive, collaborative and people-focused culture
• Ongoing professional development and career progression opportunities

If you're a customer-focused IT professional looking to take the next step in your career with a growing organisation, we'd love to hear from you.