IT Support Specialist - ANZ

Arthrex APAC; Sydney; On-site; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Competitive base salary

Corporate bonus

Health & wellness benefits

Onsite parking

Job summary

Arthrex APAC in Sydney’s Frenchs Forest is seeking an experienced Helpdesk Support Officer to be the first point of contact for IT queries, providing onsite and remote support for hardware, software and peripherals. You’ll interact with staff to resolve issues and manage tickets efficiently as part of the APAC regional team.

The role requires a customer‑centric mindset, clear communication, and the ability to work with diverse stakeholders.

Qualifications

• Minimum 4 years technical/systems support-related experience.
• Tertiary qualifications in Computer Science or Management Information Systems preferred.
• Strong customer service background and a passion for technology.

Responsibilities

• Provide Level 1 and Level 2 onsite and remote support for hardware and software.
• Install, configure, maintain and troubleshoot hardware, software, computers, printers, and other peripherals.
• Collaborate with IT teams across APAC and manage documentation and project tasks.
• Manage and respond to service tickets in accordance with SLAs.

Skills

Customer service

Windows OS

Communication

Hardware basics

Education

Bachelor's degree in Computer Science or MIS

Tools

MECM

Active Directory

Group Policy

Job description

• Competitive Base Salary + Corporate Bonus


• Health & Wellness benefits provided + Onsite Parking


• Excellent leadership, mentoring support with ongoing training & development


• Join a Global Medical Multinational


• Location: Frenchs Forest, NSW (Onsite)

This role is not your traditional old school IT Support Specialist role. You’ll enjoy being customer facing, able to interact personally with fellow staff members to resolve issues, as well as handling IT tickets remotely, via telephone etc. A general “can do” personable attitude will be what sets you apart from others in this position. The role will be based onsite at our offices in Frenchs Forest and will require occasional travel (including approximately one day per fortnight to our warehouse based in Arndell Park and occasional scheduled interstate travel).

About the Role

As a trusted Helpdesk Support Officer working as part of a regional APAC team, you will be providing high level support and will be the first point of contact for all IT related queries. Whilst you’re part of the APAC team you will largely resolve Australian issues/enquiries.

Responsibilities include:

• Providing Level 1 and Level 2 onsite and remote support for all hardware and software related problems including troubleshooting and resolution


• Installing, configuring,maintainingand troubleshooting hardware, software, computers, printers, and other peripheral devices; ensuring the effective use of hardware and software resources


• Collaborating with stakeholders across business units and regional/global IT Teams, acting as a liaison throughout the development, testing and implementation of new products and operating system installs and/or upgrades; ensuring end users are adequately supported


• Performing equipment install-move-add-change operational processes as needed by the businesses


• Managingvarious IT and businessprojects, attending project meetings to communicate status toappropriate parties,developingand dispersing all levels of necessary documentation, and staying current with system information,changesand updates


• Managing and overseeing work conducted by outsourced end user support vendors within the ANZ region


• Researching and evaluating available standard technology and alternative solutions, and making recommendations for modifications or additions to computer systems, hardware components, and software applications including researching costs, market options, and trends available to meet user needs


• Providing support for complex technical issues/initiatives related to assigned applications, systems,databasesand/or other technical products/services in compliance with service level agreements; utilising diagnostic and other tools tomaintain, troubleshoot and restore service or data to systems


• Providing phone support based on support rotation schedule,monitoring ticketing system for incoming issues, andidentifying,escalatingand redirecting urgent issues toappropriate resourcesin compliance with SLAs


• Working closely with Network & DataCentreAnalysts on projects and providing occasional network and systems support as requested


• Creating, updating, andsubmittingstatus reports, documentation, and proceduresrelativeto assigned end user support projects; conducting project team meetings as necessary, andassistingwith related training

About You

• Minimum 4 years technical/systems support-related experiencerequired


• Tertiary qualifications in Computer Science or Management Information Systems preferred


• Strong customer service background, and a passion for technology and helping end-users


• Comfortable speaking to staff members in person and via phone, and the ability to communicate technical terminology in a way everyone can understand


• Proficient in understanding and supporting computer hardware, Microsoft Windows, and Microsoft Office applications.


• Flexibility and willingness to occasionally work outside regular office hours to support business IT needs. This will happen rarely, but it will happen.


• Basic knowledge of ADS and Group Policy.


• Experience with network protocols in LAN and WAN, as well as with anti-virus software.


• Good knowledge in dealing with software distribution tools (e.g., MECM).