Onsite IT Experience Lead – End-to-End User Support

BDO; Sydney; Hybrid; AUD 70,000 - 95,000; Full time

Job summary

BDO is seeking a Workplace Experience Specialist in Sydney to deliver in-person IT support, ensure a smooth first-day experience for new starters, and manage device lifecycle tasks under governance. The role requires five days onsite, strong customer focus, and collaboration across IT teams.

The ideal candidate has 1–2 years of frontline IT support experience, ITIL Foundation, and familiarity with M365, Windows, Teams Rooms, and Autopilot/Intune.

Qualifications

• 1–2 years of experience delivering in-person IT support in a large corporate or professional services environment.
• ITIL Foundation (or equivalent) with practical applications to incident, problem, change and request processes.
• Training in M365, Windows, Teams Rooms, hardware or EUC support beneficial.
• Experience handling devices including setup, imaging, Autopilot/Intune execution, swaps and rebuilding.
• Exposure to meeting room/AV support including hybrid meeting troubleshooting.
• Familiarity with ITSM ticketing systems and structured escalation processes.

Responsibilities

• Provide frontline support across devices, meeting rooms, AV/MTR systems, collaboration tools, onboarding/offboarding activities, VIP support, and workplace technology readiness.
• Collaborate with Cloud Operations, Application Support, Product Support for escalations, Cloud Engineering for AV/EUC issues, Security for identity/MFA challenges, and People & Culture for onboarding coordination.
• Operate the walk-up/tech-bar to provide immediate solutions
• Troubleshoot hardware issues such as docking stations, peripherals, Wi‑Fi, local printing, meeting room technology and workstation issues, escalating where required.
• Maintain device stock levels and loan pools within assigned offices.
• Ensure accurate and timely updates to asset and CMDB records as per lifecycle processes governed by the Asset & Configuration Lead.
• Participate in asset audits and stock takes across offices.
• Support leaver processing including device return and confirming access closure with Cloud Operations and Security.
• Provide ticket triage, walk-up first contact and hands-on diagnosis.

Skills

Face-to-face IT support

Windows OS

M365

Teams Rooms

ITIL Foundation

Autopilot/Intune

Asset management

Onboarding support

Education

IT qualification (certificate/diploma/degree)

Tools

Intune

Autopilot

CMDB

ITSM software

MS Teams Rooms

Job description

BDO is seeking a Workplace Experience Specialist in Sydney to deliver in-person IT support, ensure a smooth first-day experience for new starters, and manage device lifecycle tasks under governance. The role requires five days onsite, strong customer focus, and collaboration across IT teams.

The ideal candidate has 1–2 years of frontline IT support experience, ITIL Foundation, and familiarity with M365, Windows, Teams Rooms, and Autopilot/Intune.