IT Support Level 2

Valiant Finance; Sydney; Hybrid; AUD 60,000 - 90,000; Full time

Benefits offered by this job

Pet-friendly office

Induction training

Coaching & development

Weekly events

Job summary

Valiant Finance is seeking an IT Support L1/L2 to assist the IT Operations Team with research, planning, setup and ongoing maintenance of technical services. You will support onsite and remote staff across Australia, US and Philippines, handling devices, cloud apps, identity management, and security practices.

Key duties include managing tickets, installing software, resolving escalations, and helping build our internal knowledge base while contributing to cyber security alerts and data

Qualifications

• Experience in IT support, service desk or helpdesk roles or relevant qualification with practical foundation.
• Strong troubleshooting skills across Google Suite and cloud apps.
• Customer-first mindset with clear, plain-language communication.
• Good documentation habits and ticket hygiene; follow processes.

Responsibilities

• Manage internal IT support ticketing system and resolve SLAs promptly.
• Install, configure, and update software on end-user devices.
• Provide resolutions to escalated tickets from Level 1 support team.
• Create and maintain user accounts across the business.
• Develop and maintain IT knowledge base; keep asset inventory updated.
• Maintain and configure devices (Windows, MacOS, Android, iOS) and mobile fleets.
• Assist IT Ops Manager with cybersecurity alerts and data security.
• Collaborate with Technology teams on rollout of internal services.

Skills

Troubleshooting

Customer‑focused

Documentation

Security awareness

AI tooling

Prioritization

Clear communication

Education

IT support qualification or diploma

Tools

Office 365

Google Workspace

Job description

Valiant is an innovative, award-winning platform connecting Australian business owners with the finance they need to kick goals. With pioneering tech, a diverse lending panel, and a talented team, we've revolutionised the business lending game. We work with over 80 leading lenders to wow our clients with a seamless experience, from their initial enquiry through to settling funds.

Our global Enterprise technology arm provides embedded finance experience and orchestration infrastructure to enterprise clients and funders. We pride ourselves on building and delivering category-leading tech products across the US, Australia and the UK for top-tier global funders, vendors, manufacturers and businesses. We have a strong growth agenda and are always looking for top talent to join the pursuit of our vision to unleash the economic potential of every idea!

We're now looking for an IT Support L1 or L2 to assist IT Operations Team on research, planning, setup and ongoing maintenance of technical services, in order to support Valiant’s goals.

Provide technical support to both onsite and remote employees (Australia, US and Philippines) with respect to devices, tools and services such as:

• Cloud based software including Salesforce, Google, Slack, Atlassian etc
• Identity and access management services (Office 365, Google Workspace, Genesys, Onelogin)
• Windows OS, MacOS, Android and iOS
• Networking (Wired & Wireless) and printing equipment

Manage the procurement, setup, ongoing maintenance and disposal of technical assets. More specifically:

• Manage the internal IT support ticketing system and ensuring SLAs are resolved in a timely manner
• Install, configure, and update software applications on end-user devices.
• Provide resolutions to escalated tickets from the Level 1 IT Support Team
• Create and maintain all user accounts across the business
• Develop the IT internal technical knowledge base
• Maintain and configure both laptop (Windows & MacOS) and mobile fleets (Android & iOS)
• Assist the IT Operations Manager for all Cyber Security and Data Loss Prevention alerts
• Collaborate with the Technology team on the rollout of internally built services to employees
• Ensure all company data that is accessible by employees is completed in a manner that complies with Valiant’s various security, compliance and data sovereignty policies
• Work with the IT Operations Manager to ensure technology is implemented with Valiant’s mission and objectives in mind
• Directly assist the management of strategic and tactical matters relating to IT operations and data security
• Provide strategic advice and guidance to the IT Operations Manager for IT operations and data security

What You'll Need

• Experience in an IT support, service desk or helpdesk role, or a relevant qualification with a strong practical foundation.
• Solid troubleshooting skills across google suite
• A customer-first mindset with patience, clear communication and a knack for explaining technology in plain language.
• Good habits around documentation, ticket hygiene and following process.
• An understanding of why access control and security matter, and the discipline to apply them consistently.
• Comfortable using AI tools and continuing to learn and upskill in AI.
• The ability to juggle competing requests, prioritise sensibly and know when to elevate.
• Brand new pet-friendly office. Bring your furry friend to work!
• Funded Induction product training and on-going coaching and support
• Ongoing training, development and professional educational support. Take your career to the next level and become the best version of yourself.
• Inclusive, passionate and supportive team. Innovation thrives on diversity and so do we.
• Weekly Friday drinks and monthly events.
• Fun, open plan office space located in the heart of Surry Hills, steps away from cafes and restaurants.