On Site Support Specialist

Heidelberg Materials; Sydney; On-site; AUD 90,000 - 110,000; Full time

Job summary

Heidelberg Materials Australia is seeking an experienced IT Support Analyst to join our Digital/IT team, delivering high-quality Level 2 support to employees across the organisation.

This hands-on role involves troubleshooting desktop, network, and enterprise systems, coordinating escalations and supporting IT infrastructure rollout in a large, geographically dispersed business.

Qualifications

• Experience in IT Service Desk, Desktop Support, Systems Administration or Systems Support.
• Strong knowledge of Windows 11, Office, Outlook and Active Directory.
• Experience with server environments and enterprise IT infrastructure.
• Exposure to Cisco and Fortinet networking, Citrix, SAP and mobile platforms.

Responsibilities

• Provide Level 2 technical support via telephone, remote support and onsite assistance.
• Manage incidents and service requests within agreed service levels.
• Troubleshoot desktop, network, hardware and application issues.
• Escalate complex issues to Level 3 and assist resolution.
• Support rollout of IT infrastructure and devices.
• Contribute to proactive site visits and SOP documentation.
• Support and manage small to medium IT projects.
• Participate in IT on-call roster and 24/7 operations.

Skills

IT service desk

Desktop support

Systems administration

Customer service

Troubleshooting

On-call support

Tools

Windows 11

Office 365

Active Directory

Cisco networking

Fortinet

Citrix

Job description

Provide second level IT Support with a specific focus on excellent customer service for Heidelberg Materials Australia’s internal customers

Join a national business where your technical expertise, problem-solving skills and customer focus will make a genuine impact.

Heidelberg Materials Australia is seeking an experienced IT Support Analyst to join our Digital/IT team, providing high-quality Level 2 technical support to employees across the organisation.

This is a hands-on role suited to someone who enjoys solving problems, working directly with customers and supporting a broad range of technologies in a large, geographically dispersed business.

About the role

You will provide responsive and professional technical support across desktop, infrastructure, networking and business systems.

You will manage incidents and service requests through the Service Desk, troubleshoot and resolve issues, coordinate escalations and support the rollout and maintenance of IT infrastructure across our operations.

You will also participate in an on-call roster supporting our 24/7 operations , with some travel required to provide proactive onsite support.

Your key responsibilities will include:

• Providing Level 2 technical support via telephone, remote support and onsite assistance
• Managing incidents and service requests within agreed service levels
• Troubleshooting desktop, network, hardware and application issues
• Escalating complex issues to Level 3 support teams and following through to resolution
• Supporting the rollout of computers, networking equipment and other IT infrastructure
• Conducting proactive site visits to maintain equipment and improve the customer experience
• Working with internal and external service providers to resolve technical issues
• Supporting network connectivity and telecommunications environments
• Developing and maintaining IT documentation, FAQs and Standard Operating Procedures
• Supporting and managing small to medium IT projects
• Participating in the IT on-call support roster

About you

You are a technically capable IT professional who combines strong troubleshooting skills with an excellent approach to customer service.

You are comfortable working independently, managing competing priorities and taking ownership of issues through to resolution.

Ideally, you will bring:

• Demonstrated experience across IT Service Desk, Desktop Support, Systems Administration or Systems Support
• Strong knowledge of Microsoft Windows 11, Microsoft Office, Outlook and Active Directory
• Experience supporting Microsoft server and enterprise environments
• Exposure to Cisco and Fortinet networking technologies
• Experience troubleshooting LAN/WAN and corporate network connectivity
• Experience supporting Citrix, XenApp, thin client and thick client environments
• Exposure to ERP and business applications such as SAP
• Experience supporting mobile devices across Android and iOS
• Experience with VoIP and enterprise telephony environments
• Strong troubleshooting, analytical and problem-solving capability
• Excellent written and verbal communication skills
• Experience developing technical documentation and SOPs
• Strong organisational, time management and project coordination skills
• Experience working within a large organisation, ideally involving global teams and multiple time zones
• Microsoft or other relevant technical certifications will be highly regarded
• A willingness to travel as required

What will make you successful

We are looking for someone who genuinely enjoys helping people and takes ownership of delivering a great IT experience.

You will be:

• Customer focused and service driven
• Proactive and comfortable using your initiative
• Calm and effective when troubleshooting under pressure
• Able to prioritise multiple competing issues
• Comfortable working independently
• Collaborative and willing to support the broader team
• Detail focused and disciplined in your approach
• Passionate about technology and continuously learning