Senior Support Analyst

Woolpert; City of Melbourne; Hybrid; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Salary continuance insurance

Novated leasing

Education reimbursements

Hybrid work arrangement

Employee Assistance Program

Job summary

Woolpert, a global leader in architecture, engineering and geospatial services, seeks a Senior Support Analyst to join our APAC IT team in Melbourne. You will provide Level 1–3 IT support across helpdesk, Microsoft 365/Exchange administration, endpoint management, and infrastructure projects, collaborating with internal stakeholders and global IT teams.

The ideal candidate has at least 5 years of IT support experience, strong customer service and communication skills, and a solid grounding in

Qualifications

• Tertiary IT qualification preferred.
• Minimum 5 years of IT support experience.
• Face-to-face support experience essential.
• Strong customer service and communication skills.
• Solid knowledge of Windows desktop/server, Microsoft 365, and related technologies.
• Understanding of networking, AV, LAN/WAN environments.
• Ability to multitask and work independently.

Responsibilities

• Provide L1–L3 IT support across helpdesk, desktop, infrastructure, server, networking, M365/Exchange, and endpoint environments.
• Respond to helpdesk calls and emails, and manage incidents, requests and changes through resolution.
• Administer Windows Server, Active Directory, Azure, Microsoft 365, Exchange, user accounts and access.
• Manage specialised vendor software licenses, including auditing, licensing and maintenance.
• Support LAN/WAN environments, routers, switches, firewalls, unified communications, mobile, VDI.
• Troubleshoot hardware, software and infrastructure issues across local and remote environments.
• Maintain IT asset inventory, compliance records, support documentation and knowledge base.
• Provide end-user training, documentation and customer-focused support to internal users, clients, vendors and stakeholders.

Skills

IT support

Windows Server

Active Directory

Azure

Microsoft 365

Exchange

Networking

LAN/WAN

VMs/VDI

Customer service

Education

Tertiary IT qualification

Tools

Windows Server

Active Directory

Azure

Microsoft 365

Exchange

Virtual machines

Job description

We seek to move the world forward through innovative thinking.

Woolpert is an award-winning, global leader in architecture, engineering, and geospatial services. We blend design excellence with cutting-edge technology to deliver exceptional client value. Our team is passionate about their work and committed to building the next generation of industry leaders, and as a certified Great Place to Work® Woolpert embraces progress and innovation to create limitless opportunities for career growth.

Great Place to Work®!

We're proud to be certified as a Great Place to Work® for the 9th time! We invest in advanced tools and professional development to empower our teams. Built on trust, respect, and shared success, our culture makes Woolpert more than a workplace it's a community.

The role with us

We are looking for a Senior Support Analyst to join our high-performing APAC IT team. Reporting to the IT & C Manager and based in our Melbourne office, this is a broad, hands-on role providing Level 1–3 IT support across Woolpert's business. You will support day-to-day helpdesk queries, Microsoft 365/Exchange administration, endpoint management, server and networking troubleshooting, documentation, and infrastructure project delivery, while working closely with internal stakeholders and global IT teams.

You will be:

• Providing Level 1, 2 and some Level 3 IT support across helpdesk, desktop, infrastructure, server, networking, Microsoft 365/Exchange, and endpoint environments.
• Responding to helpdesk calls and emails, and managing incidents, requests and changes through resolution.
• Administering and supporting Windows Server, Active Directory, Azure, Microsoft 365, Exchange, user accounts, devices and system access.
• Managing, assigning and supporting specialised vendor software licenses, including application auditing, licensing and maintenance.
• Supporting LAN/WAN environments, routers, switches, firewalls, unified communications, mobile telephony, virtual machines and VDI environments.
• Troubleshooting hardware, software and infrastructure issues across local and remote environments.
• Maintaining IT asset inventory, compliance records, support documentation and knowledge base information.
• Providing end-user training, documentation and customer-focused support to internal users, clients, vendors and stakeholders.

We're looking for someone who has:

• Tertiary qualifications or equivalent in IT is preferred.
• At least 5 years of experience with relevant responsibilities.
• Experience providing face-to-face support is essential.
• Strong customer service skills and excellent written and verbal communication skills.
• Sound knowledge of Windows desktop and server environments, Microsoft 365 and associated technologies.
• Working understanding of networking, AV, LAN/WAN environments and related technologies.
• Ability to multitask, prioritise competing requests and work independently when required.

Desirable experience and qualifications

• ITIL
• MS365 qualifications
• Certified Professional of the Australian Computer Society

Woolpert Benefits

• Want to earn long-term rewards that reflect your impact? Woolpert's Principal Program gives employees the opportunity to become stakeholders in the company and benefit directly from its growth and success.
• Want surety for your income? Woolpert employees benefit from automatic Salary Continuance Insurance provided by the company.
• Want to make the most of your salary? Woolpert offers novated leasing and salary sacrifice options to help you get more value from your income.
• Thinking of advancing your studies? Woolpack members wanting to continue their formal education with role related courses have access to reimbursements and study leave options to assist with their studies.
• Need flexibility with where you work? Woolpert supports hybrid work arrangements—two days from home and three in the office, subject to operational needs.
• Looking after your wellbeing? Woolpert employees and their immediate family members have access to our confidential Employee Assistance Program, along with our discounted voluntary corporate health insurance through Bupa.

With this role, the successful candidate must successfully pass a pre-employment background police test.

We value diversity and inclusion at Woolpert and are committed to creating a workplace that reflects the diversity of the communities we serve.

We welcome applications from First Nations peoples.

As this is a full-time role, this role requires individuals with Full Working Rights in Australia. Only shortlisted candidates will be contacted.

Find out more about what Woolpert has to offer here: http://woolpert.com/about-us/

Woolpert is an equal-opportunity employer. Woolpert is committed to the full inclusion of all individuals. We recruit, train, compensate, and promote regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law. You may view more about EEO on our website: Equal-Employment-Opportunity-The-Law.pdf and EEO is the Law Poster Supplement.

Applicants who require an accommodation throughout the application and interview process should request this in advance by contacting your Recruiter