Senior IT Experience Specialist

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

At AFL, we design and manufacture the fibre optic infrastructure behind some of the world’s most advanced data centres and critical networks. As AI, cloud computing and next-generation connectivity transform the way the world operates, our technology helps keep data moving.

But delivering the infrastructure of the future takes more than great products. It takes reliable technology, connected teams and an IT environment that helps our people do their best work.

That’s where you come in. As our Senior IT Experience Specialist, you’ll solve complex technical challenges, keep our people connected and help create a better technology experience across AFL.

This is a 12-month fixed-term opportunity, offering the chance to make a real impact from day one.

The Opportunity

You’ll provide responsive, hands-on IT support across the organisation, taking ownership of complex incidents, service requests and technology improvements.

This is a visible, proactive role where you’ll work closely with leaders and employees across the business, while collaborating with global IT teams and drawing on the knowledge and expertise of a global organisation.

You’ll be out and about across the business, working directly with leaders and employees to understand their challenges, share insights and develop practical solutions. Rather than relying on short-term fixes, you’ll identify recurring issues, propose better ways of working and help embed solutions and best practices that last.

As a senior individual contributor, you’ll have genuine technical ownership and the opportunity to influence how IT support is delivered, without formal people management responsibilities.

Key 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.

About You

You’re a proactive, hands-on IT professional who enjoys getting involved, solving problems and making things better. You don’t wait to be told what needs attention. You build relationships, ask the right questions and follow issues through to a practical resolution.

You’ll also bring-

• 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.
• Clear communication skills and a genuine commitment to helping people.
• A methodical approach to troubleshooting, documentation and continuous improvement.

A relevant IT qualification or equivalent professional experience is required. Exposure to Linux and certifications such as ITIL, Microsoft 365, CompTIA A+ or Network+ will be well regarded.

Why Join Us?

• Take genuine ownership of challenging and meaningful technical work.
• Work closely with people across the business and see the impact of your solutions.
• Influence best practices and improve the way IT support is delivered.
• Build experience across a broad enterprise technology environment.
• Collaborate with experienced local and global IT teams.
• Grow your capability through training, projects and practical exposure.