Technical Support

Employers Mutual Management Pty Ltd; Newcastle; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Hybrid work options

Fitness Passport

Retail discounts

Job summary

EML is seeking an Onsite Technical Support specialist in Newcastle, NSW. You will provide frontline IT assistance, resolve hardware, software and connectivity issues, and support colleagues to stay productive.

The role combines hands-on troubleshooting with incident management, knowledge sharing and proactive problem solving. Ideal candidates bring 3+ years in IT support, strong hardware/software knowledge, VPN/MFA experience, and familiarity with SOE, imaging, and SCCM.

Qualifications

• 3+ years’ experience in a similar information technology or technical support role, in a fast-paced environment.
• Sound technical knowledge of desktop hardware and standard and customised software.
• Experience using remote access tools.
• Experience troubleshooting VPN, MFA, mobile devices, printers, Windows 11, and O365 applications.
• Working knowledge of SOE, imaging and SCCM.

Responsibilities

• Provide second-level contact and incident resolution for hardware, software and applications issues.
• Resolve incidents and service requests following set procedures and policies.
• Log and track incidents with timely resolutions.
• Facilitate the Incident Management process to restore service quickly.
• Create and update knowledge base articles.

Skills

Technical troubleshooting

Remote support

VPN/MFA knowledge

SOE/SCCM knowledge

Windows 11

O365

Tools

Remote access tools

Job description

Why Join EML? An Award-Winning Celebratory Culture That Recognises You EML is known for its strong culture of appreciation, connection and celebration. Our people benefit from a powerful Reward & Recognition program, with more than 30,000 recognition moments shared in a single year, making our people feel valued and supported. Grow With a Specialist Organisation Because personal injury is the only thing we do, EML offers one of the most stable and future‑focused careers in the industry. Our deep expertise, purpose‑driven work and development pathways help you build a long‑term career in a field where your skills will always be in demand. EML’s investment in AI-powered technology is designed to reduce admin, giving you more time to focus on making a real difference in people’s lives. Make a real difference in people's lives with EML Are you an experienced IT support professional who enjoys solving technical challenges and helping people get the most out of their technology? We’re now welcoming applications for an Onsite Technical Support to join our supportive, purpose‑driven team in Newcastle on a full time, permanent basis. In this hands‑on role, you’ll provide frontline technical support to our people, troubleshooting hardware, software and connectivity issues to keep our teams connected and working efficiently.

What You’ll Be Doing

• Provide second‑level contact and incident resolution for all users with hardware, software, and applications problems.
• Resolve as many user‑reported incidents and service requests as expertise permits using available tools and following procedures and policies for the handling of support cases.
• Provide accurate logging and timely resolution of all incidents.
• Facilitating the Incident Management process to restore any loss of service as quickly as possible.
• Investigate and implement corrective actions for effective resolution of security incidents or breaches.
• Create and update knowledge articles.
• Keep hardware and software inventory up to date.
• Review and analyse tickets for trends.
• Log and escalator problem tickets for recurring incidents.
• Escalate problems and incidents to the correct resolver groups as appropriate.

What We’re Looking For

• It’s ok if you haven’t done this before, what matters most is your commitment to helping others that can make you a great fit for the role.
• Do you have… 3 + years’ experience in a similar information technology or technical support role, working within a fast‑paced business environment.
• Sound technical knowledge of Desktop hardware and both standard and customised (in‑house) software.
• Demonstrated experience using remote access tools.
• Demonstrated experience troubleshooting and resolving issues related to VPN, MFA, mobile phones, printers, Windows 11, and O365 applications.
• Working knowledge of SOE, imaging and SCCM.
• Experience in provisioning new user accounts and devices for new starters.
• ITIL v4 certification would be highly advantageous.

Why You’ll Love Being Part of EML

• Hybrid work options for better balance.
• Fitness Passport providing heavily discounted access to your local gyms, pools and fitness facilities.
• Discounts at 350+ retailers via RewardsHub plus discounts with corporate banking, super and private health insurance partners.
• Corporate wellbeing program, including gym and health insurance discounts.
• Comprehensive learning and development tailored to help you grow.
• More than a traditional Employee Assistance Program, our EAP provides access to professional medical advice and safety features for our employees and their families.
• Company‑wide celebration events that keep us connected.
• Annual incentive scheme + regular salary reviews.

Ready to Make an Impact?

If you're looking for a purposeful, people‑focused career with stability, balance and a culture that celebrates you we would love to hear from you.

About Us

There’s huge satisfaction from knowing that your talent and hard work has a purpose. You will be making a difference that counts. Our people care about making a difference. We are looking for people who share our commitment to positive change. Once we have found you, we pull out all the stops to keep you. The focus and support we provide for career development are one of the reasons we have such a vibrant, engaged, and talented team. You will not be forgotten here. Your career at EML will be full of opportunities to gain new skills, work, grow and succeed with us.