Senior IT Service Desk Engineer - Hybrid Onsite

IT Integrity; Sydney; Hybrid; AUD 35,000 - 50,000; Full time

Job summary

IT Integrity is seeking a hands-on Technical Support Analyst to deliver high-quality 1st and 2nd line IT support to employees and vendors. You will respond to requests via phone, email, remote and in person, resolving issues in line with service levels.

The role requires at least 5 years' experience, with a minimum of three days per week onsite, and a proactive, customer-focused approach. Hybrid work is available in Sydney or Melbourne to support business operations.

Qualifications

• Minimum of 5 years' IT support experience.
• Hands-on support across hardware, software, SaaS applications and end-user devices.
• Excellent customer service and proactive problem-solving.

Responsibilities

• Provide 1st and 2nd level IT incidents and service requests via phone, email, remote support, and face-to-face interactions.
• Troubleshoot and resolve hardware, software, SaaS applications, devices, and access-related issues in line with agreed service levels.
• Log, prioritise, manage, and track incidents and requests through to resolution, ensuring clear communication and regular updates to users.
• Support audio-visual and meeting room technologies, including Microsoft Teams Rooms, displays, cameras, microphones, and conferencing equipment.
• Manage user onboarding and offboarding activities, including account provisioning, access management, and equipment setup.
• Coordinate with internal IT teams and external vendors to investigate, escalate, and resolve technical issues efficiently.
• Maintain accurate documentation of incidents, resolutions, procedures, and support activities while contributing to knowledge base improvements.
• Support hardware and software deployments, ensuring solutions are operational, supported, and aligned with business requirements.
• Monitor recurring issues, identify trends, and contribute to service improvement initiatives that enhance the user experience.
• Assist with service reporting, process improvement activities, and ad-hoc projects that support broader IT and business objectives.
• Mentor junior Service Desk team members and contribute to a collaborative, customer-focused support environment.
• Follow established IT policies, procedures, and quality standards to ensure reliable and consistent service delivery.

Skills

Customer service

1st/2nd line support

Problem solving

Incident management

Communication skills

Team collaboration

Tools

Microsoft Teams Rooms

AV equipment

Remote support tools

Account provisioning systems

Job description

IT Integrity is seeking a hands-on Technical Support Analyst to deliver high-quality 1st and 2nd line IT support to employees and vendors. You will respond to requests via phone, email, remote and in person, resolving issues in line with service levels.

The role requires at least 5 years' experience, with a minimum of three days per week onsite, and a proactive, customer-focused approach. Hybrid work is available in Sydney or Melbourne to support business operations.