IT Technical Support Engineer Lead

Multiplex; Sydney; On-site; AUD 120,000 - 150,000; Full time

Benefits offered by this job

Bonus schemes

Health and wellbeing programs

20 weeks paid parental leave

Learning Academy

Job summary

Multiplex is seeking an IT Technical Support Engineer Lead to head a regional team delivering end-user IT support across offices and construction sites.

You will mentor engineers, manage workload and service requests, and collaborate with IT and external vendors to restore services, while travelling across Sydney–Canberra region. A strong leadership and technical foundation is essential for this hands-on role.

Qualifications

• A Diploma or Bachelor's degree in Information Technology (or equivalent), together with at least four years' experience within an IT support or technology environment.
• Proven experience leading, coaching and developing IT support professionals, including managing performance, navigating difficult conversations and providing technical guidance to team members.
• Excellent communication, stakeholder management and customer service skills, with the ability to build effective relationships across corporate offices, construction projects and all levels of the business.
• A current unrestricted driver's licence, access to a reliable vehicle, and the flexibility to travel regularly to metropolitan and regional construction project sites across the Sydney to Canberra region.
• Strong technical knowledge across Windows and Apple operating systems, Active Directory, Azure, Intune, networking, server configuration, desktop and mobile device support, and Microsoft 365 applications.
• Experience working with device imaging, software and asset management, CMDBs, IT service management platforms and ITIL-based service delivery environments.
• Well-developed analytical, troubleshooting and problem-solving skills, with the ability to resolve complex technical issues and identify opportunities for continuous improvement.
• A proactive and collaborative leadership style, with the ability to lead an established team of experienced Technical Support Engineers and deliver high-quality support outcomes.

Responsibilities

• Lead and support a regional Technical Support team of up to five engineers while actively resolving end-user technology issues across Multiplex's offices and construction projects.
• Oversee day-to-day workloads, guide and mentor team members, manage service requests in line with service levels, and collaborate with other IT teams and external vendors to resolve complex issues.
• Work closely with the IT Technical Support Manager to deliver consistent, high-quality technical support services across the region.
• Foster collaboration, manage performance, and drive continuous improvement while maintaining a high standard of customer service.

Skills

Leadership

Communication

Customer service

Problem solving

Education

IT diploma or degree

Tools

Windows & macOS

Active Directory

Azure

Intune

Microsoft 365

ITIL

CMDB

Job description

Who we are and what we offer:

Interested in shaping skylines across the globe? Multiplex is a premier construction company with a simple purpose: to construct a better future. As part of our team, you'll have the opportunity to help deliver some of the world's most iconic projects, supported by approachable leadership and an inclusive culture that puts our people first. Supporting the business, Multiplex has a Global IT division with colleagues located across Australia, UAE, UK, and Canada working to an operating model based on the principles of Design, Build, Run, and Enable. It's an exciting time to join the IT team at Multiplex as we pursue our strategy to modernise the business through digital technology. Alongside our Digital Transformation team, we are working on initiatives to leverage data and technology to improve the operational efficiency of our business. The Global IT division is committed to providing certainty of service and technology solutions that just work, ensuring the business is built to outperform. With 110+ colleagues in the Multiplex Global IT division, we have roles across the full IT lifecycle from designing IT solutions, delivering change projects, to the business-as-usual running of our IT infrastructure, all while ensuring we are safe, secure and compliant.

You will also have access to a range of holistic benefits including:

• Bonus schemes, annual remuneration reviews and salary continuance insurance.
• Health and Wellbeing programs, including annual voluntary skin and health checks.
• Benefits to support parents and families, including 20 weeks paid parental leave regardless of gender, payment of superannuation on unpaid leave, and transition coaching.
• Professional career development opportunities and a wealth of learning offerings through the Multiplex Learning Academy.
• An industry-leading approach to flexible work to enable better work-life balance.

Who we’re looking for:

As an IT Technical Support Engineer Lead, you will lead and support a regional Technical Support team of up to five engineers while remaining actively involved in resolving end-user technology issues across Multiplex's offices and construction projects. This is a hands-on, customer-facing role supporting hardware, applications, software and end-user computing issues across Levels 1 to 3. You will oversee day-to-day workloads, guide and mentor team members, manage service requests in line with agreed service levels, and work closely with other IT teams and external vendors to resolve complex issues and restore services. Working closely with the IT Technical Support Manager (based in Melbourne), you will play a key leadership role in ensuring the successful delivery of technical support services across the region. While a strong technical foundation is essential, this role is best suited to a people leader who enjoys developing teams, building capability and delivering exceptional service outcomes. Success in this role will come from your ability to lead an experienced team of Technical Support Engineers, foster collaboration, manage performance, navigate challenging conversations with confidence, and proactively drive continuous improvement while maintaining a high standard of customer service.

To be considered for this role you will bring:

• A Diploma or Bachelor's degree in Information Technology (or equivalent), together with at least four years' experience within an IT support or technology environment.
• Proven experience leading, coaching and developing IT support professionals, including managing performance, navigating difficult conversations and providing technical guidance to team members.
• Excellent communication, stakeholder management and customer service skills, with the ability to build effective relationships across corporate offices, construction projects and all levels of the business.
• A current unrestricted driver's licence, access to a reliable vehicle, and the flexibility to travel regularly to metropolitan and regional construction project sites across the Sydney to Canberra region.
• Strong technical knowledge across Windows and Apple operating systems, Active Directory, Azure, Intune, networking, server configuration, desktop and mobile device support, and Microsoft 365 applications.
• Experience working with device imaging, software and asset management, CMDBs, IT service management platforms and ITIL-based service delivery environments.
• Well-developed analytical, troubleshooting and problem-solving skills, with the ability to resolve complex technical issues and identify opportunities for continuous improvement.
• A proactive and collaborative leadership style, with the ability to lead an established team of experienced Technical Support Engineers and deliver high-quality support outcomes.

A note on diversity:

We’re committed to building a workplace where people of all genders, cultures, identities, abilities and life experiences feel they belong. We welcome applications from people of all genders, Aboriginal and Torres Strait Islander peoples, culturally diverse communities, LGBTQIA+ communities, people with disability, and veterans.