Senior It Support Technician — Hybrid, 10 Training Days

First Focus It P/L; Sydney; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Discounted private health insurance

Employee Assistance Program

Fitness Passport

Job summary

Standards Australia is seeking a Service Desk Analyst to provide high‑quality 1st and 2nd level IT support. This hybrid role in Sydney requires a minimum of three days onsite weekly, with additional days rostered for coverage.

You will handle incidents, support hardware/software, and assist with onboarding and AV equipment. The role emphasizes customer service, proactive problem solving, and collaboration across IT teams.

Qualifications

• Minimum 5 years in an IT service desk or similar end‑user support role.
• Strong customer service skills and a proactive approach to problem solving.
• Experience providing 1st and 2nd level IT support in a corporate environment.

Responsibilities

• Provide 1st and 2nd level IT support via phone, email, remote, and in‑person interactions.
• Troubleshoot hardware, software, SaaS applications, and device issues.
• Log, prioritize, and track incidents to resolution with regular user updates.
• Support audio‑visual and meeting room technologies (e.g., Teams Rooms, displays, cameras, microphones).
• Manage onboarding/offboarding including account provisioning and access management.
• Coordinate with internal teams and external vendors to resolve issues efficiently.
• Document incidents and resolutions; contribute to knowledge base improvements.

Skills

IT Service Desk

Technical Support

Customer service

End-user support

Job description

Showing 314 Senior IT Support Technician Hybrid 10 Training Days jobs in Sydney

About the role

The Technical Support Analyst is a hands‑on, customer‑focused role responsible for providing high‑quality 1st and 2nd level IT support to employees and vendors across the organisation. Acting as the first point of contact for IT requests and incidents, you'll deliver timely support across hardware, software, SaaS applications, and end‑user devices, helping ensure a seamless technology experience for our people.

Working as part of the Service Desk team, you'll provide support through face‑to‑face interactions, phone, remote assistance, and ticket‑based requests, resolving issues in line with agreed service levels. You'll play a key role in troubleshooting technical problems, managing user requests, maintaining IT equipment, and escalating complex issues when required.

To be successful in this role, you'll bring at least 5 years' experience in an IT Service Desk, Technical Support Analyst, or similar end‑user support role providing 1st and 2nd level technical support in a corporate environment. This is a highly visible role that requires strong customer service skills, a proactive approach to problem‑solving, and a passion for helping people get the most from technology. As an in‑person support role, a minimum of three days per week onsite attendance is required, with additional days rostered as needed to ensure appropriate team coverage and support for business operations.

Key responsibilities

• Provide 1st and 2nd level support for IT incidents and service requests via phone, email, remote support, and face‑to‑face interactions.
• Troubleshoot and resolve hardware, software, SaaS application, device, 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, elevate, 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.

Culture & Benefits

Standards Australia is proud to have been awarded the prestigious Employer of Choice Award for two consecutive years, 2023 and 2024. Our iCARE values form the basis of all we do – Integrity, Courage, Accountability, Respect, and Excellence. We offer a range of People Perks that support flexibility, wellbeing, career growth, and recognition – helping you thrive at work and beyond.

We welcome applications from people of all cultural and linguistic groups, people of all ages and genders, people of Aboriginal and/or Torres Strait Islander background, people with a disability, and people from the LGBTQIA+ community. Should you need any adjustments to be made to our recruitment process, please contact Location - Sydney or Melbourne
Work mode - Hybrid
Hiring mode - Full time

Job Title

Job title: Service Desk Analyst – Hybrid 10 days per year, Full‑time, Permanent

Location

Sydney, Australia (Hybrid: 3 days in office, 2 days remote)

Contract

Full‑time, Permanent

Salary

Competitive salary packaging options, including Discounted private health insurance, Employee Assistance Program for staff and their families, Access to the Fitness Passport (FP)

Eligibility

Eligible applicants must be Australian Citizens, Permanent Residents or have legal rights to work in Australia. This position requires a valid work visa, work rights for Australia or New Zealand.

Application Deadline

The closing date for applications is Sunday 8th October 2026; however we may commence interviews ahead of this time.

EEO/DEI Statement

At Standards Australia, we are proud to be an equal‑opportunity employer, and we are committed to fostering a working environment that values diversity, inclusion, and belonging. Our mission is to empower our communities, and in doing so we strive to create an organisation that genuinely reflects and respects the diversity of the communities we serve; putting people at the heart of all we do. We welcome applications from people of all cultural and linguistic groups, people of all ages and genders, people of Aboriginal and/or Torres Strait Islander background, people with a disability, and people from the LGBTQIA+ community.

How To Apply

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