Level 1 - Desktop Support Specialist

NES Fircroft; Brisbane; On-site; AUD 70,000 - 90,000; Full time

Job summary

NES Fircroft is seeking a Desktop Support specialist to join the frontline support team in Brisbane. You will provide Level 1 support across OT and IT production systems for a 24/7 Integrated Remote Operations Centre, ensuring critical systems remain available through proactive monitoring and incident management.

You will triage incidents, escalate where needed, and communicate updates to stakeholders while supporting maintenance activities and continual service improvements in a fast-paced

Qualifications

• Previous experience in an IT Helpdesk, Service Desk, Operations Centre or similar support environment.
• Exposure to Operational Technology (OT) or industrial control systems.
• Strong troubleshooting and incident management skills.
• Excellent verbal and written communication skills.
• High attention to detail and ability to remain calm under pressure.
• Experience working in an ITIL environment (desirable).
• Previous shift work experience is advantageous but not essential.

Responsibilities

• Provide Level 1 support across OT and IT production systems.
• Monitor critical systems and respond to alarms, events and incidents in real time.
• Log, assess and prioritise production system faults, ensuring timely escalation.
• Coordinate with Level 2 and Level 3 support teams, vendors and stakeholders to restore services quickly.
• Communicate incident updates to key stakeholders throughout the resolution process.
• Support planned maintenance activities and minor system improvement initiatives.
• Contribute to continuous improvement across operational support processes.

Skills

IT Helpdesk

OT/IT exposure

Troubleshooting

Incident management

Communication

ITIL

Shift work

Job description

An opportunity has become available for a Desktop Support specialistprofessional to join the frontline support team of a leading global resources organisation, providing critical Level 1 support across Operational Technology and Information Technology systems that underpin large-scale mining operations.

Based in Brisbane, you'll play a key role in supporting a 24/7 Integrated Remote Operations Centre, ensuring critical production systems remain available through proactive monitoring, incident management and stakeholder engagement.

Roster (12.5-hour shifts):

• 2 Days / 2 Nights – 5 Days Off
• 2 Days / 3 Nights – 4 Days Off
• 3 Days / 2 Nights – 5 Days Off

This roster offers regular extended breaks while supporting a critical 24/7 operations environment. The Role Working within a high-performing operations environment, you'll be the first point of contact for production system incidents, providing rapid triage, escalation and communication to minimise operational disruption.

Key responsibilities include:

• Provide Level 1 support across Operational Technology (OT) and Information Technology (IT) production systems.
• Monitor critical systems and respond to alarms, events and incidents in real time.
• Log, assess and prioritise production system faults, ensuring accurate documentation and timely escalation.
• Coordinate with Level 2 and Level 3 support teams, vendors and operational stakeholders to restore services quickly.
• Communicate incident updates to key stakeholders throughout the resolution process.
• Support planned maintenance activities and minor system improvement initiatives.
• Contribute to continuous improvement across operational support processes.

About You

We're looking for someone who thrives in a fast-paced operational environment and enjoys working collaboratively to solve problems.

You’ll ideally bring:

• Previous experience in an IT Helpdesk, Service Desk, Operations Centre or similar support environment.
• Exposure to Operational Technology (OT), Information Technology (IT) or industrial control systems.
• Strong troubleshooting and incident management skills.
• Excellent verbal and written communication skills.
• High attention to detail and the ability to remain calm under pressure.
• Experience working within an ITIL environment (desirable).
• Previous shift work experience is advantageous but not essential.

If you're looking for your next challenge in a fast-paced operational support environment and enjoy solving problems while working with cutting-edge technology, we'd love to hear from you.

With over 90 years' combined experience, NES Fircroft (NES) is proud to be the world's leading engineering staffing provider spanning the Oil & Gas, Power & Renewables, Chemicals, Construction & Infrastructure, Life Sciences, Mining andManufacturingsectors worldwide. With more than 80 offices in 45 countries, we are able to provide our clients with the engineering and technical expertise they need, wherever and whenever it is needed. We offer contractors far more than a traditional recruitment service, supporting with everything from securing visas and work permits, to providing market-leading benefits packages and accommodation, ensuring they are safely and compliantly able to support our clients.