Senior IT Support Specialist: Problem Solver & Mentor

Astreya Pty Limited; Sydney; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Career development

Job summary

Astreya Pty Limited is seeking an IT Support Analyst to assist end users in Sydney with technical issues, resolving hardware and software problems, and mentoring junior team members.

The role emphasizes judgment, initiative, and ownership, fielding requests, documenting details, and using diagnostic tools to resolve problems. It offers exposure to a global IT managed services environment.

Qualifications

• Associate's degree (A.A) or equivalent from two-year college or technical school and 5 to 8 years' related experience and/or training; or equivalent combination of education and experience
• Networks with senior internal and external personnel in own area of expertise
• Demonstrates good judgment in selecting methods and techniques for obtaining solutions
• Knowledge of basic computer hardware and software
• Familiarity with desktop and server operating systems
• Exceptional interpersonal skills, with a focus on rapport‑building, listening, and questioning skills
• Ability to conduct research into a wide range of computing issues as required
• Ability to present ideas in a user‑friendly manner
• Analytical and problem solving abilities
• Exceptional customer service orientation

Responsibilities

• Field incoming help requests from end users in a courteous manner.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem.
• Build rapport and elicit problem details from help desk customers.
• Prioritize and schedule problems.
• Escalate problems, when required, to the appropriate experienced technician.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Install new PCs, both desktop and notebooks, for new and existing users, including hardware setup, software installs, wiring, and training.
• Other duties as required.

Skills

Interpersonal skills

Analytical thinking

Problem solving

Customer service

Research skills

Presentation skills

Technical aptitude

Team collaboration

Communication

Adaptability

Education

Associate's degree or equivalent

Job description

Astreya Pty Limited is seeking an IT Support Analyst to assist end users in Sydney with technical issues, resolving hardware and software problems, and mentoring junior team members.

The role emphasizes judgment, initiative, and ownership, fielding requests, documenting details, and using diagnostic tools to resolve problems. It offers exposure to a global IT managed services environment.