IT Support Office Lead

Milestone Technologies; Sydney; On-site; AUD 90,000 - 120,000; Full time

Job summary

Milestone Technologies is seeking an experienced IT Support Office Lead for our Sydney office. You will support our JPAC region (Sydney, Singapore, Tokyo, and Manilla) and help back global end users, serving as a regional liaison between IT Leadership and Workplace & Site Leads.

You are curious, collaborative, and detail oriented, able to work across time zones and with distributed teams. A strong passion for technology and customer service is essential in this role.

Qualifications

• 3+ years of experience in IT support roles that includes OS X and Mac hardware troubleshooting
• Basic AV and networking skills, including an understanding of video conferencing, WiFi, VPN
• Experience using and managing ticket-based enterprise workflow management systems, particularly Asana, Zendesk or similar
• Experience managing executive support and partnering with cross functional leadership to improve tools and processes

Responsibilities

• Oversee IT Support operations for the Sydney region, with flexibility to support different time zones as needed
• Function as the regional Liaison for IT Leadership and Workplace & Site Leads across JPAC
• Partner with IT Support leadership to ensure a consistent IT Support experience globally
• Respond to user requests via chat and ticketing systems
• Troubleshoot hardware and software problems with Apple, Windows, and ChromeOS products
• Build and deploy new laptops using JAMF, Intune and ABM
• Participate in IT onboarding and welcome sessions
• Provide remote support for AV and Network teams including conference rooms and event spaces
• Manage system access for users
• Deploy and support software to end-users
• Manage hardware/software inventory

Skills

IT support experience

Mac OS X

AV & networking basics

Asana / Zendesk

Remote collaboration

Tools

JAMF

Intune

ABM

Asana

Zendesk

Job description

Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. Milestone is focused on building an employee-first, performance-based culture and for over 25 years, we have a demonstrated history of supporting category-defining enterprise clients that are growing ahead of the market. The company specializes in providing solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and ServiceNow. Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential.

Our seasoned professionals deliver services based on Milestone’s best practices and service delivery framework. By leveraging our vast knowledge base to execute initiatives, we deliver both short-term and long-term value to our clients and apply continuous service improvement to deliver transformational benefits to IT. With Intelligent Automation, Milestone helps businesses further accelerate their IT transformation. The result is a sharper focus on business objectives and a dramatic improvement in employee productivity. Through our key technology partnerships and our people-first approach, Milestone continues to deliver industry-leading innovation to our clients. With more than 3,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed.

Company Overview

Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. Milestone is focused on building an employee-first, performance-based culture and for over 25 years, we have a demonstrated history of supporting category-defining enterprise clients that are growing ahead of the market. The company specializes in providing solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and ServiceNow. Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential.

Our seasoned professionals deliver services based on Milestone’s best practices and service delivery framework. By leveraging our vast knowledge base to execute initiatives, we deliver both short-term and long-term value to our clients and apply continuous service improvement to deliver transformational benefits to IT. With Intelligent Automation, Milestone helps businesses further accelerate their IT transformation. The result is a sharper focus on business objectives and a dramatic improvement in employee productivity. Through our key technology partnerships and our people-first approach, Milestone continues to deliver industry-leading innovation to our clients. With more than 3,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed.

Job Overview

xIT Support Office Lead - Sydney, Australia

Customer is seeking an experienced IT Support Office Lead for their Sydney office. You will play a critical role in supporting our offices and users based in the JPAC Region (Sydney, Singapore, Tokyo, and Manilla), while also helping to support Customer’s end users globally. You will serve as a regional liaison between IT Leadership and the Workplace & Site Leads in JPAC, as well as the hands-on-the-ground for our corporate AV and Network Infrastructure teams.

You are someone who asks questions, is confident in not knowing everything, and would rather collaborate with others than go it alone. You are crisp and detail oriented, but able to work outside of the boundaries when necessary. On top of your proven history of success, you have a passion for technology and, like us, you value hard work and fun in equal measure.

What you’ll achieve

• Oversee IT Support operations across the (location) region, with flexibility to support different time zones as needed
• Function as the “Voice of the Region” for (location), partnering with regional leadershipacross multiple teams, surfacing concerns and risks, and sharing regional recommendations for best practices with IT pillar leads
• Partner with IT Support leadership to ensure a consistent IT Support experience globally
• Respond to user requests via standard support tools like chat and ticketing systems
• Troubleshoot hardware and software problems with Apple, Windows, and ChromeOS products, including desktop and laptop hardware
• Build and deploy new laptops using standard deployment tools like JAMF, Intune, ABM (Apple Business Manager), etc
• Participate in the IT on-boarding experience and IT welcome sessions
• Act as direct remote support for our AV and Network teams including support for conference rooms, projectors, zoom, and event presentation spaces.
• Manage system access for Asana’s users
• Deploy and support software to end-users
• Manage hardware and software inventory

About you

• 3+ years of experience in IT support roles that includes
• OS X and Mac hardware troubleshooting experience
• Basic AV and networking skills, including an understanding of video conferencing, WiFi, VPN, etc
• Experience with being part of a distributed team, whose main HQ might be in another location
• Experience using and managing ticket-based enterprise workflow management systems, particularly Asana, Zendesk or similar
• A positive, service-oriented attitude
• Experience managing executive support and partnering with cross functional leadership to improve tools and processes
• Solid problem solving skills
• Effective communication to proactively engage with business leaders to understand pain points, troubleshoot, and elevate as needed
• Ability to lift heavy equipment (50+ pounds) as needed

Compensation

Estimated Pay Range:

Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location.

Our Commitment to Diversity & Inclusion

At Milestone we strive to create a workplace that reflects the communities we serve and work with, where we all feel empowered to bring our full, authentic selves to work. We know creating a diverse and inclusive culture that champions equity and belonging is not only the right thing to do for ouremployees butis also critical to our continued success.

Milestone Technologies provides equal employment opportunity for all applicants and employees. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, gender, gender identity, marital status, age, disability, veteran status, sexual orientation, national origin, or any other category protected by applicable federal and state law, or local ordinance. Milestone also makes reasonable accommodations for disabled applicants and employees.

We welcome the unique background, culture, experiences, knowledge, innovation, self-expression and perspectives you can bring to our global community. Our recruitment team is looking forward to meeting you.