IT Support Engineer - Level 1 | FIS AU

The Information Management Group Pty Ltd; Sydney; On-site; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Mentoring program

Volunteering leave

Retail discounts

Employee Assistance Program

Wellbeing resources

Additional leave option

Referral rewards up to $800

Flexible working arrangements

Job summary

The Information Management Group Pty Ltd (TIMG) is seeking a capable ICT Help Desk professional to support Freightways Australia businesses from its Sydney locations. The role involves resolving routine incidents, provisioning endpoints, and handling access requests, with onsite support for deployments and relocations.

You will work under the Service Desk Lead, communicate clearly with non-technical users, and develop your technical capability toward Level 2 responsibilities.

Qualifications

• Practical ICT support capability and ability to resolve routine issues independently.
• Clear communication with non-technical users; take responsibility for your work and recognise when specialist help is needed.
• Foundational skills in Windows, Microsoft 365, identity and access services (Active Directory), endpoint management and networking.
• Experience with comparable management tools is relevant.

Responsibilities

• Investigate and resolve everyday device, application, account and connectivity issues.
• Provision and configure endpoints, install approved software and support workplace applications.
• Complete approved account and access requests within your permissions.
• Prioritise work, manage dependencies and escalate with useful notes.
• Document repeatable fixes, share knowledge and help simplify support.
• Provide onsite support for deployments and office relocations.

Skills

Windows

Microsoft 365

Active Directory

Endpoint management

Networking fundamentals

Scripting/Automation

Education

IT qualifications/certifications desirable

Job description

Help people get back to work with practical technical support and dependable customer service.

Employed by TIMG, you will join a consolidated service desk supporting users and critical IT systems across Freightways Australia businesses, including Allied Express, TIMG, Shred-X/Med-X and VT Freight Express.

Reporting to the Service Desk Lead, you will resolve routine incidents and service requests, manage your assigned tickets and keep users informed through resolution or a clear handover.

What you will do

• Investigate and resolve everyday device, application, account and connectivity issues.
• Provision and configure endpoints, install approved software and support workplace applications.
• Complete approved account and access requests within your permissions.
• Prioritise your work, follow up dependencies and escalates with useful investigation notes.
• Document repeatable fixes, share knowledge and help simplify support.
• Provide onsite support for deployments and office relocations.

What you will bring

You can demonstrate practical ICT support capability and independently resolve routine issues. You communicate clearly with non-technical users, take responsibility for your work and recognise when specialist help is needed.

Your technical foundations should cover Windows, Microsoft 365, identity and access services such as Active Directory, endpoint management and networking fundamentals. Experience with comparable management tools is relevant.

Formal IT qualifications and certifications are desirable. Scripting or automation experience is useful.

What we offer

Alongside varied support work across multiple businesses, you'll have access to:

• A mentoring program connecting you with senior leaders.
• One day of volunteering leave each year.
• Retail discounts through the SmartSpending app.
• Employee Assistance Program support for you and your immediate family.
• Online resources supporting mental and physical wellbeing.
• The option to purchase additional leave.
• Referral rewards of up to $800 for successful permanent employee referrals.
• Flexible working arrangements where the role and service requirements allow.

You will collaborate with ICT colleagues and specialists, build your technical and investigative capability, and contribute practical improvements. Development towards Level 2 responsibilities is reviewed with the Service Desk Lead.

What success looks like

• Users receive helpful support, clear explanations and timely updates.
• Assigned tickets progress to an effective resolution or a well-documented handover.
• Investigation is methodical, escalation is justified and repeatable fixes become useful shared knowledge.

Working arrangements

This is a full-time role based across Allied Express Bankstown and TIMG South Strathfield in Sydney.

The role includes onsite support and occasional planned work outside normal service desk hours. Broader travel and field-service assignments may be offered as development opportunities.

Working With Freightways

Freightways is one of Australasia's leading logistics and transport groups, operating a portfolio of successful businesses that play a critical role in connecting communities and economies.

We believe technology is fundamental to operational excellence, customer experience, and future growth.