IT Support Engineer: Escalations & Automation

Big Chill Distribution; Sydney; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Mentoring program

Volunteering leave

SmartSpending discounts

Employee Assistance Program

Wellbeing resources

Additional leave option

Referral rewards up to $800

Flexible working arrangements

Job summary

Freightways is seeking an experienced Service Desk professional to resolve escalated issues and drive improvements across multiple business units in Sydney. You will own incidents, coordinate with infrastructure specialists and provide both remote and on-site support.

You will work across endpoints, applications and identity services, developing reliable recovery scripts and documentation while guiding colleagues through technical challenges.

Qualifications

• You have demonstrated success resolving escalated support issues and working methodically through unfamiliar faults.
• You can coordinate work to completion, explain technical matters clearly and exercise sound judgement about risk and escalation.
• Formal qualifications and certifications are desirable; experience across multiple environments is useful.

Responsibilities

• Investigate unfamiliar faults across endpoints, applications, identity, connectivity and existing infrastructure services.
• Restore services within authorised procedures, coordinating specialist infrastructure help where required.
• Develop and maintain support automations for account provisioning, onboarding, offboarding and repeatable recovery.
• Define improvements, coordinate dependencies, test solutions and verify that they work.
• Keep users informed, document findings and guide colleagues.
• Provide onsite and field support, including deployments and relocations.

Skills

Windows troubleshooting

Microsoft 365

Identity & access management

Endpoint management

Networking basics

Job description

Freightways is seeking an experienced Service Desk professional to resolve escalated issues and drive improvements across multiple business units in Sydney. You will own incidents, coordinate with infrastructure specialists and provide both remote and on-site support.

You will work across endpoints, applications and identity services, developing reliable recovery scripts and documentation while guiding colleagues through technical challenges.