IT Support Engineer

LGT; Melbourne; On-site; AUD 60,000 - 85,000; Full time

Job summary

LGT in Melbourne is seeking an IT Support Engineer to join our Technology team on a 12-month fixed-term contract. You will provide first and second-line end-user computing support for hardware and software to colleagues in our Australian offices.

You will handle incidents and service requests, assist with hardware deployments and system upgrades, and contribute to improving support processes while collaborating with cross-functional teams.

Responsibilities

• Provide frontline support via email, phone, and walk-up requests from internal and external customers following agreed procedures.
• Triaging service requests and incidents to appropriate teams.
• Take full ownership of issues, tasks, and ad-hoc queries, ensuring closure to the satisfaction of the requestor.
• Prioritise, diagnose, and resolve incidents according to SLAs and procedures.
• Fulfill service requests following documented processes and procedures.
• Carry out IT workstation deployments, moves, and replacement of desktop accessories.
• Image and deploy laptops for new starters and replacement devices.
• Provide support for Identity and Access Management (IAM), including user provisioning, RBAC, password resets, and authentication issues.
• Create and maintain comprehensive process documentation.
• Manage stock levels of IT consumables and reorder as required.
• Collaborate with cross-functional teams to resolve complex technical issues.
• Liaise with suppliers for managed printer services, escalation to third-party vendors, and obtaining quotes for purchases.
• Identify and implement changes to improve the end-user computing services.
• Provide basic troubleshooting for hardware, software, networking, including printer services and AV, escalating when required.
• Support project tasks or testing under guidance of senior team members.

Job description

We are looking for an IT Support Engineer to join our Technology team on a 12-month fixed-term contract. As a key member of the IT team, you will play a vital part in delivering exceptional support to our business and clients. You will primarily provide first and second-line end-user computing support (hardware and software) to users in our Australian offices. This role also involves contributing proactively to the continuous improvement of our end-user computing services and support processes. Additionally, you will participate in project-related tasks, such as hardware deployments, upgrades, and system enhancements.

Your Responsibilities

• Provide frontline support, receiving and handling email, telephone, and walk-up requests for service from internal and external customers, following agreed procedures.
• Triaging Service Requests and Incidents to appropriate teams
• Take full ownership of issues, tasks, and ad-hoc queries, maintaining accurate records and ensuring closure to the satisfaction of the requestor.
• Prioritise, diagnose, and resolve Incidents according to agreed SLAs and procedures.
• Fulfill Service Requests following documented processes and procedures.
• Carry out IT workstation deployments, moves, and replacement of desktop accessories when required.
• Image and deploy laptops for new starters and replacement devices.
• Provide support for Identity and Access Management (IAM), including user account provisioning, role-based access control, password resets, and troubleshooting authentication and authorisation issues.
• Create and maintain comprehensive process documentation.
• Manage the stock levels of IT consumable items and order replacement items as required.
• Collaborate with cross-functional teams to resolve complex technical issues when necessary.
• Liaise with suppliers for managed printer services, support request escalation to third-party vendors, and obtaining quotes for purchases.
• Identify and update changes to improve the end-user computing services.
• Provide basic troubleshooting for hardware, software, and networking issues, including printer services and audio visual equipment (AV), escalating when required.
• Support project tasks or contribute to testing under the guidance of senior team members.