IT Support Officer

Affordable Car Loans Pty Ltd; Gold Coast City; On-site; AUD 55,000 - 75,000; Full time

Job summary

ACL Group is seeking an IT Support Officer to be the onsite hands-on desktop and end-user support specialist at our Southport office on the Gold Coast. You will work with our offshore Level 1 Service Desk as the Level 2 escalation point, handling device builds, starter setups, AV for meeting rooms, and basic network triage.

You will support Windows 11, Microsoft 365, Intune, Entra ID, and Azure Virtual Desktop, while maintaining asset records and security policies.

Qualifications

• Minimum 2 years' experience in a desktop or end-user support role.
• Strong working knowledge of Windows 11 and Microsoft 365.
• Experience with Microsoft Intune and Entra ID for device and user management.
• Hardware troubleshooting and device imaging/deployment experience.
• Working knowledge of networking fundamentals.
• Desirable: ITIL 4 Foundation or demonstrated ITIL practices (incident, problem, service request and change enablement).
• Desirable: Microsoft MS-900 (Microsoft 365 Fundamentals).
• Desirable: Windows Autopilot and Azure Virtual Desktop experience.

Responsibilities

• Acting as the onsite Level 2 escalation point for the Level 1 Service Desk, resolving incidents across local and cloud infrastructure.
• Managing incidents and service requests within SLA targets with accurate ticket records.
• Building, configuring and deploying laptops, desktops, and peripherals using Microsoft Intune and Windows Autopilot.
• Preparing devices for new starters and reallocating equipment for leavers.
• Supporting Microsoft 365, Azure Virtual Desktop and line-of-business applications at the desktop level.
• Assisting meeting rooms, AV equipment, printers, headsets and Genesys Cloud softphone setup.
• Diagnosing onsite network connectivity issues and escalating to the MSP.
• Maintaining the IT asset register and hardware stock and disposal of retired equipment.
• Keeping end-user devices compliant with security policies and escalating security incidents.
• Creating and maintaining knowledge articles and procedures for the Level 1 Service Desk.

Skills

Windows 11

Microsoft 365

Microsoft Intune

Entra ID

Hardware troubleshooting

Device imaging/deployment

Networking fundamentals

ITSM tool usage

MS-900 (Microsoft 365 Fundamentals)

ITIL 4 Foundation

Azure Virtual Desktop

Windows Autopilot

Tools

Microsoft Intune

Windows Autopilot

Azure Virtual Desktop

Job description

Reporting to the Chief Information Officer, the IT Support Officer is our onsite, hands-on desktop and end-user support specialist at our Southport office. You'll work alongside our offshore Level 1 Service Desk as the onsite Level 2 escalation point, picking up the escalated and physical support tasks that need someone on the ground - from device builds and new starter setups to meeting room AV, network triage and asset management. This is a practical, varied role for someone who enjoys fixing things properly, keeping good records, and giving non-technical staff a great support experience.

Key responsibilities

• Acting as the onsite Level 2 escalation point for the Level 1 Service Desk, resolving incidents across our local and cloud-based infrastructure and software.
• Managing assigned and escalated incidents and service requests within agreed service level targets, keeping ticket records accurate and up to date.
• Building, configuring and deploying laptops, desktops, mobile phones and peripherals using Microsoft Intune and Windows Autopilot.
• Preparing devices and workstations for new starters, and recovering, wiping and reallocating equipment for leavers.
• Supporting Microsoft 365, Azure Virtual Desktop and line-of-business applications at the desktop level.
• Supporting meeting rooms, AV equipment, printers, headsets and Genesys Cloud softphone setup.
• Diagnosing onsite network connectivity issues (Wi-Fi, patching, switches) and escalating to our managed service provider, tracking each incident through to resolution.
• Maintaining the IT asset register, managing hardware stock and arranging secure disposal of retired equipment.
• Keeping end-user devices compliant with security policies, including encryption, patching and endpoint protection, and promptly escalating suspected security incidents.
• Creating and maintaining knowledge articles and procedures, including guides for the Level 1 Service Desk.

About you

• Minimum 2 years' experience in a desktop or end-user support role.
• Strong working knowledge of Windows 11 and Microsoft 365 (Outlook, Teams, OneDrive, SharePoint).
• Experience with Microsoft Intune and Entra ID for device and user management.
• Hardware troubleshooting and device imaging/deployment experience.
• Working knowledge of networking fundamentals.
• Excellent communication skills and a customer-service focus when supporting non-technical staff.
• Desirable: Experience using an ITSM tool to log, categorise, prioritise and resolve incidents, service requests and changes.
• Desirable: Microsoft certification such as MS-900 (Microsoft 365 Fundamentals).
• Desirable: ITIL 4 Foundation certification, or demonstrated working knowledge of ITIL practices (incident, problem, service request and change enablement).
• Desirable: Experience with Windows Autopilot and Azure Virtual Desktop.
• Career Growth: We believe in promoting from within. You'll have plenty of opportunities to advance in your career and develop new skills through mentorship programs and internal promotions.
• Supportive Work Environment: You'll be part of a close-knit team where your ideas and contributions are truly valued.
• Education Support: We offer study assistance and training programs to help you reach your full potential.

About us

At ACL Group, We're pioneers in the world of non-traditional car finance, helping people who may not fit the typical lending criteria get the financial support they need. We work with a variety of customers, from those with a great credit history to those who have struggled to secure finance with mainstream lenders. We are committed to integrity in everything we do, following industry standards, adhering to best practices, and always putting our customers' needs at the forefront.