Junior Technical Support Analyst - Cloud & Infrastructure

University of Technology Sydney; Sydney; Presencial; AUD 70.000 - 100.000; Jornada completa

Descripción de la vacante

University of Technology Sydney is seeking a hands-on Technical Support Analyst to deliver high‑quality 1st and 2nd line IT support for staff and vendors across hardware, software, SaaS and end‑user devices. The role focuses on customer service and timely resolution in line with SLAs.

Based in Sydney, you’ll work in the Service Desk, handling face‑to‑face, phone, remote and ticket requests, troubleshoot issues, and log updates while contributing to knowledge base improvements.

Formación

• Minimum 5 years IT support experience in a corporate environment.
• Strong customer service and problem-solving skills.
• Proven ability to provide 1st and 2nd line technical support across hardware, software and SaaS.

Responsabilidades

• Provide 1st and 2nd level IT support for incidents and service requests via phone, email, remote and in-person interactions.
• Troubleshoot hardware, software, SaaS applications, devices and access issues in line with SLAs.
• Log, prioritise and track incidents through to resolution with clear user communication.
• Support AV and meeting room technologies (e.g., Teams Rooms, displays, cameras, mics).
• Manage user onboarding/offboarding activities including provisioning and access management.
• Collaborate with IT teams and vendors to investigate and resolve issues efficiently.
• Maintain documentation and contribute to knowledge base improvements.
• Support hardware and software deployments to ensure operational solutions.
• Identify recurring issues and contribute to service improvements.
• Mentor junior Service Desk team members and support service-centric culture.

Conocimientos

IT support

Microsoft 365

End-user devices

Customer service

Ticketing systems

Herramientas

ITSM tools

Descripción del empleo

About the role

The Technical Support Analyst is a hands‑on, customer‑focused role responsible for providing high‑quality 1st and 2nd level IT support to employees and vendors across the organisation. Acting as the first point of contact for IT requests and incidents, you'll deliver timely support across hardware, software, SaaS applications, and end‑user devices, helping ensure a seamless technology experience for our people.

Working as part of the Service Desk team, you'll provide support through face‑to‑face interactions, phone, remote assistance, and ticket‑based requests, resolving issues in line with agreed service levels. You'll play a key role in troubleshooting technical problems, managing user requests, maintaining IT equipment, and escalating complex issues when required.

To be successful in this role, you'll bring at least 5 years' experience. This is a highly visible role that requires strong customer service skills, a proactive approach to problem‑solving, and a passion for helping people get the most from technology. As an in‑person support role, a minimum of three days per week onsite attendance is required, with additional days rostered as needed to ensure appropriate team coverage and support for business operations.

Key responsibilities

• Provide 1st and 2nd level support for IT incidents and service requests via phone, email, remote support, and face‑to‑face interactions.
• Troubleshoot and resolve hardware, software, SaaS application, device, and access‑related issues in line with agreed service levels.
• Log, prioritise, manage, and track incidents and requests through to resolution, ensuring clear communication and regular updates to users.
• Support audio‑visual and meeting room technologies, including Microsoft Teams Rooms, displays, cameras, microphones, and conferencing equipment.
• Manage user onboarding and offboarding activities, including account provisioning, access management, and equipment setup.
• Coordinate with internal IT teams and external vendors to investigate, investigate, and resolve technical issues efficiently.
• Maintain accurate documentation of incidents, resolutions, procedures, and support activities while contributing to knowledge base improvements.
• Support hardware and software deployments, ensuring solutions are operational, supported, and aligned with business requirements.
• Monitor recurring issues, identify trends, and contribute to service improvement initiatives that enhance the user experience.
• Assist with service reporting, process improvement activities, and ad‑hoc projects that support broader IT and business objectives.
• Mentor junior Service Desk team members and contribute to a collaborative, customer‑focused support environment.
• Follow established IT policies, procedures, and quality standards to ensure reliable and consistent service delivery.

What you’ll do

You'll be the first point of contact for IT support, providing responsive and customer‑focused assistance to employees and vendors across a broad range of technologies and business systems.

Provide support across broader IT operations and step into higher duties when required, contributing to team leadership, escalations, project activities, and service continuity.

Qualified Experience

• A minimum of 5 years' experience in an IT Service Desk, Technical Support Analyst, or similar end‑user support role providing 1st and 2nd level technical support in a corporate environment.
• Demonstrated experience in an IT Service Desk or Technical Support role, providing 1st and 2nd level support across a range of technologies and end‑user environments.
• Strong technical knowledge of end‑user devices, operating systems, Microsoft 365, collaboration tools, peripherals, and common business applications.
• Proven ability to troubleshoot, diagnose, and resolve technical issues efficiently, both remotely and face‑to‑face.
• Experience managing incidents and service requests through their full lifecycle, including prioritisation, communication, escalation, and resolution within agreed service levels.
• A customer‑first mindset, with excellent communication skills and a commitment to delivering outstanding user experiences.
• Experience supporting user onboarding and offboarding activities, including account provisioning, access management, and equipment deployment.
• Strong organisational skills with the ability to manage competing priorities in a fast‑paced support environment.
• Experience creating and maintaining technical documentation, knowledge articles, and support procedures.
• A collaborative approach, with the ability to work effectively across IT teams, vendors, and business stakeholders.
• A continuous improvement mindset, with an interest in identifying recurring issues, improving processes, and enhancing service delivery.

Nice to Have

• Experience working within an ITIL‑aligned Service Desk environment.
• Exposure to supporting audio‑visual and meeting room technologies, including Microsoft Teams Rooms and conferencing equipment.
• Experience with ticketing, service management, or IT support platforms.
• Knowledge of user identity and access management processes and tools.
• Experience contributing to service improvement initiatives, reporting, or trend analysis.
• Previous experience mentoring junior team members or providing guidance within a support team.
• Relevant IT certifications such as ITIL Foundation, Microsoft Certifications, CompTIA, or equivalent industry qualifications.

Culture & Benefits

Standards Australia is proud to have been awarded the prestigious Employer of Choice Award for two consecutive years, 2023 and 2024. This recognition highlights our commitment to creating an exceptional workplace and fostering a culture of excellence. Our iCARE values form the basis of all we do – Integrity, Courage, Accountability, Respect, and Excellence.

We offer a range of People Perks that support flexibility, wellbeing, career growth, and recognition – helping you thrive at work and beyond.

Eligibility

Eligible applicants must be Australian Citizens, Permanent Residents or have legal rights to work in Australia. Shortlisted applicants will be contacted within 15 business days of their application.

EEO & Diversity

At Standards Australia, we are proud to be an equal opportunity employer, and we are committed to fostering a working environment that values diversity, inclusion, and belonging. Our mission is to empower our communities, and in doing so, we strive to create an organisation that genuinely reflects and respects the diversity of the communities we serve; putting people at the heart of all we do. We welcome applications from people of all cultural and linguistic groups, people of all ages and genders, people of Aboriginal and/or Torres Strait Islander background, people with a disability, and people from the LGBTQIA+ community.