IT Support Engineer: Escalations & Automation

IMS Group; Sydney; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Mentoring program

Volunteer leave

SmartSpending discounts

Employee Assistance Program

Wellbeing resources

Additional leave

Referral rewards

Flexible work arrangements

Job summary

Freightways is hiring a Service Desk professional in Sydney to resolve escalated incidents and support multiple Freightways Australia businesses. The role emphasizes structured problem solving, clear communication and coordinated field deployments across Allied Express and TIMG sites.

You will work across Windows endpoints, Microsoft 365 and identity-related services, with responsibility for automation and documentation.

Qualifications

• Demonstrated success resolving escalated support issues and working methodically through faults.
• Practical capability across Windows and endpoints, Microsoft 365, identity and access, endpoint management, networking.

Responsibilities

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

Skills

Escalation Mgmt

Customer Service

Windows Endpoints

Microsoft 365

Networking

Automation/ Scripting

Education

Certifications desirable

Tools

None

Job description

Freightways is hiring a Service Desk professional in Sydney to resolve escalated incidents and support multiple Freightways Australia businesses. The role emphasizes structured problem solving, clear communication and coordinated field deployments across Allied Express and TIMG sites.

You will work across Windows endpoints, Microsoft 365 and identity-related services, with responsibility for automation and documentation.