Onsite IT Support Specialist (Level 2) – On-Call & Travel

Heidelberg Materials

Parramatta

On-site

AUD 85,000 - 110,000

Full time

2 days ago

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Job summary

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 hands-on role covers desktop, infrastructure, networking and business systems, with on-call duties for 24/7 operations and travel for proactive onsite support.

You will manage incidents, troubleshoot issues, coordinate escalations and support rollout/maintenance of IT infrastructure across our

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