Onsite IT Support Engineer – Infra, Security & AI Growth

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 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.