Senior IT Support Technician | Brisbane, West End

Fitness First; City of Brisbane; Hybrid; AUD 85,000 - 120,000; Full time

Benefits offered by this job

Gym membership

Hybrid work model

Barista coffee onsite

Anniversary leave

Employee discounts

EAP

Job summary

Fitness and Lifestyle Group is seeking a Senior IT Support Technician to keep our clubs and support offices running with reliable technology so teams can focus on delivering exceptional member experiences.

Acting as a trusted partner, you’ll provide L2 support for desktop, applications, CRM and HCM systems, own incidents end-to-end, assist with project pilots, and collaborate with vendors to drive improvements and a smooth, connected IT environment.

Qualifications

• Relevant tertiary IT qualifications and certification or related discipline (3+ years).
• Experience with HCM and/or CRM platforms.
• Microsoft Certifications or equivalent experience.
• Excellent customer-facing and communication skills.
• Ability to contribute in project teams and support rollouts.
• Experience monitoring systems and producing actionable reports.
• Experience coordinating with vendors for onsite investigations.

Responsibilities

• Act as primary escalation point for Service Desk, providing advanced troubleshooting.
• Diagnose and resolve hardware, software, systems, and network problems.
• Troubleshoot Modern Workplace, Cloud, and Security issues.
• Deliver support for CRM and HCM systems.
• Own incidents from report to resolution with thorough documentation.
• Support IT projects during pilots and rollouts.
• Create and maintain internal knowledge base articles.
• Mentor and train Service Desk staff.

Skills

HCM/CRM platforms

Microsoft Certifications

Customer facing

Project teamwork

System monitoring

Vendor coordination

Education

Tertiary IT qualifications

Job description

About Fitness & Lifestyle Group

Fitness & Lifestyle Group (**FLG) is Asia Pacific's largest group of corporately owned health and wellness clubs - 310+ locations, 600,000+ members, and five of the region's most recognised fitness brands: Fitness First Australia, Goodlife Health Clubs, Jetts Fitness, Zap Fitness and Barry's.

We're headquartered in Australia with regional offices across South East Asia, and we're on a mission to help our global community live stronger, happier lives.

The Opportunity:

As a Senior IT Support Technician, you'll play a vital role in keeping Fitness & Lifestyle Group's clubs and support offices running at their best, ensuring our teams have reliable, seamless technology so they can focus on delivering exceptional member experiences.

Acting as a trusted technical partner, you'll use your L2 support expertise to resolve issues across desktop, applications, and mobile platforms. Your work will directly enable our frontline teams to operate efficiently, with a strong focus on keeping our CRM and HCM systems stable, intuitive, and ready to support the moments that matter most for our members and people.

You'll also be instrumental in bringing new technology to life across the business. Supporting project pilots and rollouts, you'll identify and solve issues early, capture real user insights, and translate them into clear, actionable outcomes for delivery teams. By owning incidents end-to-end, you'll help remove friction, reduce disruption, and keep projects moving forward - ensuring successful adoption and lasting impact.

Collaboration sits at the heart of this role. You'll work closely with club teams, frontline staff, vendors, and internal specialists to build confidence in our systems and create a smooth, connected experience across the business. Along the way, you'll spot opportunities to improve processes, close system gaps, and drive smarter, more efficient ways of working.

You'll also act as a key escalation point, bridging IT Support with our Modern Workplace, Cloud, and Security teams, helping to ensure alignment, continuity, and a culture of continuous improvement.

This role is perfect for someone who is motivated by impact; Someone who enjoys solving problems, enabling others to succeed, and playing a hands‑on role in delivering technology that genuinely improves how people work every day.

Key Duties and Responsibilities Include (but are not limited to):

IT Support & Escalation

• Act as the primary escalation point for the Service Desk team, providing advanced troubleshooting and resolution for complex issues.

• Diagnose and resolve hardware, software, systems, and network problems across a wide range of technologies.

• Troubleshoot Modern Workplace, Cloud, and Security-related issues, ensuring all appropriate steps are taken before escalating to Level 3 teams.

• Deliver expert support for CRM and HCM systems, including issue resolution, user assistance, and process documentation.

Project Support & Troubleshooting

• Take ownership of incidents from initial report through to resolution or handover, ensuring all cases are thoroughly documented and context-rich before escalation.

• Troubleshoot, investigate, and gather information on inflight IT projects, with a particular focus on the pilot phase of project rollouts.

• Identify project-related issues and work collaboratively with project implementor teams to secure timely resolutions.

• Serve as the Subject Matter Expert (SME) for newly onboarded projects, providing guidance and support throughout the rollout process.

• Highlight system gaps, unclear workflows, and configuration issues to drive ongoing improvements.

Knowledge Management

• Create and maintain internal knowledge base articles to support Service Desk Agents and ensure consistency in support delivery.

• Ensure documentation is regularly reviewed and updated to reflect current systems, processes, and contact information.

Support

• Provide mentorship and training to Service Desk team members to uplift capability and knowledge.

• Assist in the delivery of IT projects as directed by IT Leadership, contributing technical expertise and support.

About you:

This role is suitable for a self-motivated IT specialist with a growth mindset who is committed to providing our teams with outstanding levels of service. They will be solutions-focused, positive, and in constant pursuit of self-development.

Skills & Experience:

Essential

• Relevant tertiary IT qualifications and certification or related discipline OR equivalent industry experience (3+ years)

• Experience working with HCM and/or CRM platforms

• Microsoft Certifications or relevant experience

• Excellent customer-facing and communication skills.

• Ability to contribute effectively as part of a project team, supporting application/system rollouts, and resolving systemic issues.

• Experience monitoring systems, collecting metrics, and producing insightful reports to drive improvements.

• Experience collaborating with vendors and coordinating support teams for onsite investigations and issue resolution.

Desirable

• Experience trouble shooting within Workday

• Experience troubleshooting within Salesforce

In return we offer you

• Complementary all access Goodlife Gym Membership, plus one for a friend

• FLG is committed to promoting a healthy work-life balance. We offer a hybrid work model, mixing 60/40 office (Monday, Tuesday and Thursday) and work-from-home responsibilities.

• Modern open-plan office with onsite cafe and complimentary barista coffee

• Anniversary leave days and additional complimentary memberships through FLG's Recognition of Service Program

• Be recognised and rewarded by your peers for living our values with FLG's People's Champion awards

• Enjoy exclusive employee discounts with industry leading fitness, travel, fashion and retail brands through FLG's partner discount program

• Employee Assistance Program

Our commitment to diversity & inclusion

At Fitness and Lifestyle Group we bring positive energy and attitude to work every day, we're proud of who we are and who we work for. We don't just accept individuality; we encourage it and acknowledge the value diversity and inclusivity brings to our organisation. We pride ourselves on empowering our team to be their authentic selves at work.

We welcome applications from Aboriginal and Torres Strait Islander People, people of all ages, race, sex, intersex status, gender identity, sexual orientation, people with a disability and from other diverse backgrounds.