Junior IT Support Engineer

Neilson Financial Services; Sydney; On-site; AUD 60,000 - 85,000; Full time

Job summary

Neilson Financial Services in Sydney, Australia is seeking an onsite IT Support professional to join a fast-paced team. You will be the face of 1st/2nd line support, resolving hardware and software issues and deploying devices across the organisation.

You will manage tickets in Zendesk, assist with infrastructure projects and MS 365 management. The role offers exposure to IT security, AI initiatives and cross-functional collaboration.

Qualifications

• Around 2 years' experience in IT support, helpdesk, customer service or administration.
• Strong troubleshooting and analytical skills.
• Experience with Windows 11 and basic networking concepts along with some customised applications.
• The ability to follow processes while knowing when to elevate.
• Strong written and verbal communication skills.
• A customer-first mindset and the ability to thrive in a busy environment.
• A genuine interest in technology, AI and continuous improvement.
• Ability to work both autonomously and in a team environment.
• Certificate IV in IT or experience.

Responsibilities

• Diagnose and resolve hardware and software issues
• Build, configure and deploy laptops, workstations and software
• Manage IT support tickets across Zendesk, Slack and Shortcut
• Manage user accounts, licences, onboarding and offboarding
• Support meeting rooms, AV, office fit-outs and workplace technology
• Support and triage custom applications built in house
• Manage Microsoft 365, including Intune and Entra ID
• Assist with security alerts and infrastructure activities
• Run basic SQL queries for administration and troubleshooting
• Improve processes, procedures and knowledge resources
• Explore how AI can help us troubleshoot, automate and work smarter

Skills

IT support

Troubleshooting

Windows 11

Networking basics

Communication skills

Customer service

Autonomy

AI interest

Education

Certificate IV in IT

Tools

Zendesk

Slack

Shortcut

Microsoft 365

Intune

Entra ID

SQL basics

Job description

Neilson Financial Services | Sydney | Australia | Onsite | Full-time Permanent Reporting to: Support Team Lead / Head of Support Services

Who Are We?

Neilson Financial Services is a rapidly growing insurance company providing innovative, customer-focused life insurance products across the UK, Australia, NZ and Canada.

We make a real difference in people's lives by giving them certainty about caring for the people who matter most. We're there for our customers when they can't be there for their loved ones.

And we're growing fast.

That's where you come in.

What's It Like Working for Us?

At Neilson, we do more, try harder, and go further.

You'll join a flat, transparent, no-ego Tech Support team where everyone pitches in. Ideas are welcomed and there's plenty of opportunity to learn.

This is more than a traditional helpdesk role. As the business grows, so will your exposure and responsibility, with the opportunity to take ownership of systems and technology.

If you're curious, solutions-focused and want to build a career in IT, this is a great place to start.

What You'll Do

You'll be the face of 1st and 2nd line support, helping our people get the most from their technology.

You'll be onsite working in a fast-paced environment where no two days are quite the same.

You'll also get involved in infrastructure projects, security initiatives and application support – giving you exposure well beyond traditional helpdesk work.

Responsibilities Include

• Diagnose and resolve hardware and software issues
• Build, configure and deploy laptops, workstations and software
• Manage IT support tickets across Zendesk, Slack and Shortcut
• Manage user accounts, licences, onboarding and offboarding
• Support meeting rooms, AV, office fit-outs and workplace technology
• Support and triage custom applications built in house
• Manage Microsoft 365, including Intune and Entra ID
• Assist with security alerts and infrastructure activities
• Run basic SQL queries for administration and troubleshooting
• Improve processes, procedures and knowledge resources
• Explore how AI can help us troubleshoot, automate and work smarter

What's in Your Armoury

We're looking for someone who is technically curious, accountable, and great with people.

You'll Ideally Have

• Around 2 years' experience in IT support, helpdesk, customer service or administration
• Strong troubleshooting and analytical skills
• Experience with Windows 11 and basic networking concepts along with some customised applications
• The ability to follow processes while knowing when to elevate
• Strong written and verbal communication skills
• A customer-first mindset and the ability to thrive in a busy environment
• A genuine interest in technology, AI and continuous improvement
• Ability to work both autonomously and in a team environment
• Certificate IV in IT or experience

Nice to Have

• Cisco Meraki
• SQL/MySQL
• MacOS
• Sophos
• Video conferencing platforms (NEAT)
• MSP experience

Don't tick every box? That's okay. If you have the right attitude, solid fundamentals and a willingness to learn, we'd still love to hear from you.

Good to Know

• Sydney | Onsite 5 days | 9am–5pm | No on-call
• Support a thriving international business
• Gain broad exposure across infrastructure, applications, IT Security and MS O365
• Explore smarter ways to use AI

We're a bustling, energetic environment. If you thrive on the buzz, enjoy solving problems and love technology, you'll fit right in!