Senior ICT & Digital Support Engineer (Cloud & Security)

Birdon; Port Macquarie; On-site; AUD 90,000 - 120,000; Full time

Job summary

Birdon is seeking a Senior Digital and ICT Support Officer to deliver Level 2/3 ICT support from our Port Macquarie shipyard. You will manage incidents, support critical apps, and help secure cloud platforms and endpoints.

You will work on IT security, deployment, documentation, and continual service improvement while collaborating with vendors and internal teams in a dynamic environment.

Qualifications

• Certificate IV or Diploma in Information Technology or equivalent recent industry experience.
• Approximately 5 or more years of experience providing ICT support in an enterprise environment.
• Experience resolving Level 1/2 incidents and undertaking Level 3 support activities.
• Experience supporting Windows endpoints and Microsoft 365 services.
• Experience using service management, endpoint management and remote-support tools.
• Strong troubleshooting skills and ability to interpret technical information.
• Professional interpersonal, written communication and customer service skills.
• Ability to work independently within established policies, procedures and delegated authority.
• Commitment to accurate ticket notes, technical documentation and knowledge sharing.
• Microsoft certification relevant to endpoint, Microsoft 365, identity, security or Azure administration.
• ITIL Foundation certification or practical experience with IT service management processes.
• Experience with Microsoft Intune, Windows Autopilot, Microsoft Entra ID, Microsoft Defender and Azure services.
• Experience supporting enterprise, engineering or industry-specific applications.
• Experience with networking, Wi-Fi, VPN, server, storage, backup or disaster-recovery operations.
• Experience contributing to vulnerability management, cybersecurity incident response or compliance initiatives.
• Experience guiding junior support staff or coordinating technical work with vendors.

Responsibilities

• Provide Level 2 and Level 3 support in accordance with Birdon standards, policies, operating procedures and agreed service levels.
• Diagnose and resolve complex incidents, requests and problems using remote-support tools, telephone support and on-site assistance.
• Support business-critical applications, Microsoft 365 services, cloud platforms, endpoints and core infrastructure.
• Contribute to the analysis, investigation and control of cybersecurity threats, vulnerabilities, risks and incidents.
• Assist with the design, deployment, maintenance and continual improvement of Digital and ICT systems and services.
• Create and maintain accurate service records, knowledge articles, technical procedures and support documentation.
• Provide professional, timely and customer-focused communication to users, stakeholders and service providers.
• Participate in ICT projects, technology deployments and process improvement initiatives.

Skills

ICT support

Troubleshooting

Customer service

Documentation

Communication

Independent work

Interpersonal skills

Education

Certificate IV/Diploma in IT

ITIL Foundation

Microsoft certifications (endpoint/Azure)

Tools

Microsoft 365

Intune

Autopilot

Azure

Microsoft Defender

Job description

Birdon is seeking a Senior Digital and ICT Support Officer to deliver Level 2/3 ICT support from our Port Macquarie shipyard. You will manage incidents, support critical apps, and help secure cloud platforms and endpoints.

You will work on IT security, deployment, documentation, and continual service improvement while collaborating with vendors and internal teams in a dynamic environment.