Onsite IT Support Specialist | Level 2 & Customer‑Focused

026 Heidelberg Materials Australia Pty Ltd; Parramatta; On-site; AUD 85,000 - 110,000; Full time

Job summary

Heidelberg Materials Australia seeks an experienced IT Support Analyst to deliver Level 2 support for internal customers. This hands-on role covers desktop, network and server issues while supporting ERP and business applications in a large, geographically dispersed organisation.

You will join a national Digital/IT team, participate in an on-call roster for 24/7 operations, and contribute to documentation and SOPs while travelling for proactive onsite support as required.

Qualifications

• 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.

Responsibilities

• 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

Skills

IT Support

Customer service

Windows 11

Office 365

Active Directory

Networking

Citrix/XenApp

SAP ERP

Mobile devices

VoIP

Documentation

Project coordination

Tools

Cisco networking

Fortinet firewall

Citrix

Job description

Heidelberg Materials Australia seeks an experienced IT Support Analyst to deliver Level 2 support for internal customers. This hands-on role covers desktop, network and server issues while supporting ERP and business applications in a large, geographically dispersed organisation.

You will join a national Digital/IT team, participate in an on-call roster for 24/7 operations, and contribute to documentation and SOPs while travelling for proactive onsite support as required.