IT Support Engineer

LGT Group; Melbourne; On-site; AUD 70,000 - 90,000; Full time

Job summary

LGT Group in Melbourne, Australia, seeks an IT Support Engineer for a 12-month fixed-term contract to deliver frontline end-user computing support across our Australian offices. You will handle hardware and software requests, assist with IAM, and contribute to project tasks under guidance from senior staff.

A solid background in Windows, Office, and endpoint management, plus ITIL familiarity, will help you thrive in a fast, client-focused environment.

Qualifications

• Minimum 2 years as a Helpdesk / Technical Support Engineer or similar.
• Experience in a financial services organisation is highly desirable.
• Demonstrable experience in using and supporting Windows and Microsoft Office suite of products.
• Knowledge of Apple iOS devices.
• Good knowledge of email and messaging (Outlook/Exchange/Teams).
• Knowledge of endpoint management tools, such as Microsoft SCCM and Microsoft Intune.
• Active Directory, GPO, management and troubleshooting.
• Experience with an IT Service Management tool such as Service Now, JIRA or Ivanti.
• Working familiarity with ITIL service management practices is desirable.
• Ability to work within a team, understand the technical and business objectives and lead a team to provide a successful solution outcome.
• A strong commitment to customer-centric outcomes.
• High level communication and documentation skills.
• ITIL v3 or 4 certification is desirable.

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.

Skills

Helpdesk experience

Customer focus

Team player

Strong communication

Education

Tertiary IT qualification

Business degree desirable

Tools

SCCM

Intune

Active Directory

GPO

ServiceNow

Jira

Ivanti

Job description

LGT is the largest Private Banking and Asset Management group in the world to be owned by an entrepreneurial family. As the family office of the Princely House of Liechtenstein, we have years of experience in the management of sizeable sums of assets.

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.

Your profile

Your skills and experience

Minimum 2 years as a Helpdesk / Technical Support Engineer or similar

Experience in a financial services organisation is highly desirable

Demonstrable experience in using and supporting Windows and Microsoft Office suite of products.

Knowledge of Apple iOS devices.

Good knowledge of email and messaging (Outlook/Exchange/Teams)

Knowledge of endpoint management tools, such as Microsoft SCCM and Microsoft Intune

Active Directory, GPO, management and troubleshooting

Experience with an IT Service Management tool such as Service Now, JIRA or Ivanti.

Working familiarity with ITIL service management practices is desirable.

Ability to work within a team, understand the technical and business objectives and lead a team to provide a successful solution outcome.

A strong commitment to customer-centric outcomes.

High level communication and documentation skills.

Tertiary Qualification in Information Technology and/or Business or equivalent industry experience is desirable.

ITIL v3 or 4 certification is desirable.

Do you feel addressed? We look forward to getting to know you.

Transparency is important to us. That is why you will find everything that matters to us on our website - plus everything you should know about us before you meet us in person, open an account or apply for a job. That includes, for example, the history of the Princely Family, which is closely intertwined with our own.