IT Support Level 2 Engineering

Valiant Finance Pty.; Australia; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Pet-friendly office

Funded induction training

Ongoing coaching and development

Weekly Friday drinks

Central Surry Hills location

Job summary

Valiant Finance Pty. is a fintech start-up based in Surry Hills, Australia, expanding to cement our position as a market leading small business broker in Australia.

We provide fully paid Cert IV training and rapid progression from first contact to full-service account management in a dynamic, supportive office. We seek an IT Operations professional to support onsite and remote staff across Australia, the US and Philippines, handling assets, tickets, software, security alerts and knowledge base

Qualifications

• Experience in an IT support, service desk or helpdesk role.
• Solid troubleshooting skills across Google Suite.
• Customer-first mindset with clear communication.
• Strong documentation habits and ticket hygiene.
• Understanding of access control and security practices.

Responsibilities

• Manage the internal IT support ticketing system and ensure SLAs are met.
• Install, configure, and update software on end-user devices.
• Provide resolutions to escalated tickets from Level 1 support.
• Create and maintain all user accounts across the business.
• Develop and maintain the IT knowledge base and documentation.
• Maintain and configure laptops and mobile fleets (Windows, MacOS, Android, iOS).
• Assist with Cyber Security and Data Loss Prevention alerts.
• Collaborate with Technology team on rollout of new services.
• Ensure data access complies with security and data sovereignty policies.
• Support IT Ops Manager on strategic IT operations matters.

Skills

Troubleshooting

Customer focus

Documentation

Security awareness

AI tools

Tools

Salesforce

Google Workspace

Slack

Atlassian

Office 365

Genesys

OneLogin

Job description

We're a fintech start-up based in Surry Hills that is slowly expanding to cement our position as the market leading small business broker in Australia. We offer fantastic training (including a fully paid Cert IV in finance and mortgage brokering), development and career progression opportunities, allowing you to leverage and hone your sales experience into a role that rapidly transitions from first contact to full-service account management for small businesses within a matter of months.

We pride ourselves in setting up our people ("the Pride") to have long and successful careers as brokers. This all happens in a fun office, alongside great people, in what Time Out magazine named the 23rd coolest street in the world.

Requirements

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.

Benefits

• 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.