Senior IT Support

Mytra; City of Brisbane; On-site; AUD 90,000 - 130,000; Full time

Job summary

Mytra is seeking a Senior IT Support professional to strengthen our Corporate IT team in Brisbane. You will own the end-user support queue end to end, triaging and resolving issues while escalating complex cases as the senior point of contact.

You will establish support standards, SLAs, ticket hygiene, and metrics to drive improvements. You will manage device lifecycle, onboarding and offboarding, and serve as the knowledge expert across our core tools (Rippling, Google Workspace, Slack, Notion,

Qualifications

• 5+ years in IT support with 2+ years in senior/escalation roles.
• Experience with macOS and Windows endpoint support.
• SaaS administration and identity/MDM platforms (Rippling, Jamf, Intune, Kandji).
• Ability to learn new tools quickly and become the go-to knowledge expert.

Responsibilities

• Own the end-user support queue end to end (triage, prioritization, resolution, escalation).
• Establish and maintain support standards, SLAs, ticket hygiene, and metrics.
• Manage device lifecycle support including provisioning, imaging, MDM enrollment, and onboarding/offboarding.
• Build and maintain a living knowledge base and mentor junior staff.

Skills

End-user support

SLA management

Documentation

Onboarding/offboarding

MacOS/Windows support

SaaS administration

MDM platforms

Mentoring

Communication

Tools

Rippling

Google Workspace

Slack

Notion

Linear

Smartsheet

Ramp

Verkada

Zapier

Job description

• As an Senior IT Support at Mytra, you will join our Corporate IT team during a period of rapid scaling. Our team is currently focused on formalizing IT support and governance across a growing company and application landscape, and we need a proactive, service-minded specialist to help us deliver a fast, reliable end-user experience while becoming the company’s trusted knowledge expert across our core business applications
• Own the end-user support queue end to end (triage, prioritization, resolution, and escalation) and serve as the senior escalation point for complex, high-impact issues
• Establish and maintain support standards, SLAs, ticket hygiene, and metrics (volume, resolution time, recurring categories, CSAT), and use them to drive real improvements
• Manage device lifecycle support, including provisioning, imaging, MDM enrollment, and decommissioning, and lead the IT side of employee onboarding and offboarding
• Serve as the company’s knowledge expert across our core stack (Rippling, Google Workspace, Slack, Notion, Linear, Smartsheet, Ramp, Verkada, Zapier), providing deep support, configuration guidance, and best-practice coaching
• Build and maintain a living knowledge base of runbooks and how-to guides that turn repeat problems into self-service, and mentor junior support staff to raise the bar on service quality

• Have hands-on knowledge of core business applications and the ability to learn new tools deeply and quickly enough to become the person others rely on
• Demonstrate a genuine service mindset (patient, responsive, and clear with non-technical colleagues) paired with the judgment to challenge thoughtfully and communicate with clarity and respect
• Have proven experience with macOS and Windows endpoint support, SaaS administration, and identity/MDM platforms (Rippling, Jamf, Intune, or Kandji), with 5+ years in IT support and at least 2 in a senior, lead, or escalation-point role
• Proven ownership of a support queue or function, including SLA and metrics management
• Excellent written communication, with a track record of turning messy problems into documentation that prevents the next ticket

At Mytra, we build bots, but we hire humans.

We value thoughtful challengers who communicate with clarity and respect, and we’re lifelong learners committed to getting better every day.

We move fast, learn faster, and show up for each other under pressure.

The best outcomes come from diverse perspectives working together to build something meaningful and built to last

• Experience administering IT governance, access reviews, or structured intake/procurement processes
• Familiarity with automation and integration tooling (e.g., Zapier) and light scripting
• Background supporting a fast-growing company or a hardware/robotics environment