Onsite IT Support Specialist (Hybrid)

Eml Group; Newcastle; Hybrid; AUD 65,000 - 75,000; Full time

Benefits offered by this job

Hybrid work options

Fitness Passport

Discounts at retailers via RewardsHub

Corporate wellbeing program

Learning and development

Employee Assistance Program (EAP)

Company-wide celebration events

Annual incentive scheme + salaryReview

Job summary

EML is seeking an experienced Onsite Technical Support professional to join our Newcastle team on a full-time, permanent basis. You will provide frontline technical support for hardware, software and connectivity, helping people stay productive and connected.

The role emphasizes incident management, problem resolution and user provisioning, with hybrid work options and a focus on wellbeing and development within a purpose-driven organisation.

Qualifications

• 3+ years in a similar IT/technical support role in a fast-paced environment.
• Solid knowledge of desktop hardware and standard and customised software.
• Experience using remote access tools.
• Experience troubleshooting VPN, MFA, mobile devices, printers, Windows 11 and O365 applications.
• Working knowledge of SOE, imaging and SCCM.
• Experience provisioning new user accounts and devices for new starters.
• ITIL v4 certification would be advantageous.

Responsibilities

• Provide second-level support and incident resolution for hardware, software and applications.
• Log incidents accurately and ensure timely resolution.
• Support incident management to restore service quickly.
• Investigate and implement actions for security incidents or breaches.
• Create and update knowledge articles.
• Maintain up-to-date hardware and software inventories.
• Analyze tickets for trends and escalate recurring issues.

Skills

Remote support

Problem solving

Team collaboration

Customer service

Education

Experience in IT support

Tools

SCCM

VPN

MFA

Windows 11

O365

Job description

An Award-Winning Celebratory Culture That Recognises You

EML is known for its strong culture of appreciation, connection and celebration. Our people benefit from a powerful Reward & Recognition program, with more than 30,000 recognition moments shared in a single year, making our people feel valued and supported.

Grow With a Specialist Organisation

Because personal injury is the only thing we do, EML offers one of the most stable and future‑focused careers in the industry. Our deep expertise, purpose‑driven work and development pathways help you build a long‑term career in a field where your skills will always be in demand. EML’s investment in AI-powered technology is designed to reduce admin, giving you more time to focus on making a real difference in people’s lives.

Make a real difference in people's lives with EML

Are you an experienced IT support professional who enjoys solving technical challenges and helping people get the most out of their technology?

We’re now welcoming applications for an Onsite Technical Support to join our supportive, purpose‑driven team in Newcastle on a full time, permanent basis.

In this hands-on role, you’ll provide frontline technical support to our people, troubleshooting hardware, software and connectivity issues to keep our teams connected and working efficiently.

What You’ll Be Doing

• Provide second-level contact and incident resolution for all users with hardware, software, and applications problems. Resolve as many user-reported incidents and service requests as expertise permits using available tools and following procedures and policies for the handling of support cases.
• Provide accurate logging and timely resolution of all incidents.
• Facilitating the Incident Management process to restore any loss of service as quickly as possible.
• Investigate and implement corrective actions for effective resolution of security incidents or breaches.
• Create and update knowledge articles.
• Keep hardware and software inventory up to date.
• Review and analyse tickets for trends. Log and escalate problem tickets for recurring incidents.
• Escalate problems and incidents to the correct resolver groups as appropriate.

What We’re Looking For

It’s ok if you haven’t done this before, what matters most is your commitment to helping others that can make you a great fit for the role. Do you have…

• 3 + years’ experience in a similar information technology or technical support role, working within a fast-paced business environment.
• Sound technical knowledge of Desktop hardware and both standard and customised (in-house) software.
• Demonstrated experience using remote access tools.
• Demonstrated experience troubleshooting and resolving issues related to VPN, MFA, mobile phones, printers, Windows 11, and O365 applications.
• Working knowledge of SOE, imaging and SCCM.
• Experience in provisioning new user accounts and devices for new starters.
• ITIL v4 certification would be highly advantageous

Why You’ll Love Being Part of EML

You’ll enjoy a range of benefits designed to support your wellbeing, growth and success:

• Hybrid work options for better balance.
• Fitness Passport providing heavily discounted access to your local gyms, pools and fitness facilities.
• Discounts at 350+ retailers via RewardsHub plus discounts with corporate banking, super and private health insurance partners.
• Corporate wellbeing program, including gym and health insurance discounts.
• Comprehensive learning and development tailored to help you grow.
• More than a traditional Employee Assistance Program, ourEAP provides access to professional medical advice and safety features for our employees and their families
• Company-wide celebration events that keep us connected.
• Annual incentive scheme + regular salary reviews.

Ready to Make an Impact?

If you're looking for a purposeful, people‑focused career with stability, balance and a culture that celebrates you we would love to hear from you.

Apply now and help people get their lives back.

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