Senior IT Support Lead & Knowledge Expert

Mytra; City of Brisbane; In loco; AUD 90.000 - 130.000; Tempo pieno

Descrizione del lavoro

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,

Competenze

• 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.

Mansioni

• 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.

Conoscenze

End-user support

SLA management

Documentation

Onboarding/offboarding

MacOS/Windows support

SaaS administration

MDM platforms

Mentoring

Communication

Strumenti

Rippling

Google Workspace

Slack

Notion

Linear

Smartsheet

Ramp

Verkada

Zapier

Descrizione del lavoro

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,