Senior IT Experience Engineer

AFL; Melbourne; On-site; AUD 90,000 - 130,000; Full time

Job summary

AFL is seeking a Senior IT Experience Specialist for a 12-month fixed-term opportunity in Melbourne. You’ll provide hands-on IT support across the organisation, owning complex incidents and service requests while driving technology improvements in collaboration with global IT teams.

You’ll engage with leaders and staff to understand challenges, develop practical solutions, and embed best practices that prevent recurrence.

Qualifications

• Demonstrated experience independently resolving complex end-user IT issues.
• The confidence to work directly with leaders, employees, vendors and global IT teams.
• A collaborative approach and willingness to share knowledge, ideas and technical insights.
• The ability to move beyond immediate fixes and implement solutions that address the underlying problem.
• Strong knowledge of Microsoft applications, operating systems, endpoint management and computer hardware.

Responsibilities

• Diagnose and resolve complex hardware, software, connectivity, access and collaboration platform issues for onsite and remote employees.
• Partner with leaders and employees to understand technology challenges and develop practical, user-focused solutions.
• Take ownership of incidents and requests through ServiceNow, remaining visible, accessible and on hand to problem-solve when support is needed.
• Identify and address recurring issues by proposing solutions, sharing insights and embedding sustainable improvements.
• Deploy and maintain laptops, desktops and mobile devices using Microsoft Intune and Tanium.
• Support and administer Microsoft 365, Active Directory, Group Policy, Teams Telephony and approved user access.
• Troubleshoot remote connectivity and network technologies such as VPN, Zscaler, Fortinet and SD-WAN.
• Contribute to system upgrades, application deployments, device refreshes, documentation and continuous improvement initiatives.
• Establish and promote consistent support practices, documentation and service standards across the business.

Skills

End-user IT support

Stakeholder communication

Problem solving

Documentation

Collaboration

Education

IT qualification or equivalent experience

Tools

Intune

Tanium

Microsoft 365

Active Directory

Group Policy

ServiceNow

Zscaler

Fortinet

SD-WAN

Job description

AFL is seeking a Senior IT Experience Specialist for a 12-month fixed-term opportunity in Melbourne. You’ll provide hands-on IT support across the organisation, owning complex incidents and service requests while driving technology improvements in collaboration with global IT teams.

You’ll engage with leaders and staff to understand challenges, develop practical solutions, and embed best practices that prevent recurrence.