Technical Support Officer - Helpdesk role within Financial Services

Firstmac Limited; Brisbane; On-site; AUD 34,000 - 48,000; Part time

Benefits offered by this job

Friendly team

Staff perks Brisbane Broncos

Flexible work

Career development

Volunteer day

Job summary

Firstmac Limited is seeking a customer-focused Technical Support Officer to join our IT Operations team in Brisbane. The part-time role supports 3 days per week with an overlap day, delivering Level 1 and Level 2 IT support across the business.

You’ll work on Microsoft 365, Windows 11, mobile devices, and identity management, collaborating with Infrastructure, Security and Development teams to ensure secure, efficient technology and excellent user experiences.

Qualifications

• Minimum 2 years’ experience in Level 1/2 desktop support.
• Experience with Windows 11 and Microsoft 365.
• Knowledge of Entra ID, Active Directory and identity management.
• Experience with IT Service Management platforms and ITIL practices.

Responsibilities

• Provide Level 1 and Level 2 IT support for incidents and service requests.
• Troubleshoot hardware, software, connectivity and application issues.
• Support desktops, laptops and mobile devices.
• Manage Microsoft 365 services (Outlook, Teams, SharePoint Online, OneDrive, Exchange Online).
• Configure and support Windows 11 devices and corporate mobile devices using Intune.
• Maintain accurate service desk records and adhere to SLAs.
• Escalate complex issues to specialist teams and assist with resolution.

Skills

Customer service

Troubleshooting

Communication

Organisational skills

Education

Information Technology degree

TAFE qualification

Tools

Microsoft 365

Windows 11

Microsoft Intune

Microsoft Entra ID

Active Directory

PowerShell

Linux

SQL databases

Job description

Technical Support Officer - Helpdesk role within Financial Services

Firstmac hasgrown from a small family business of 2 people to become one of Australia's leading lenders with more than 600 team members worldwide in 46 years.

About the position

Technology is at the heart of how Firstmac supports its people and customers. We’re seeking a customer focused Technical Support Officers to join our IT Operations team and provide high-quality Level 1 and Level 2 technical support across the business.

We are looking to employ 2 part-time Officers, working 3 days per week, with a 1 day overlap, to provide adequate coverage across our Business.

If you're passionate about technology, enjoy solving problems, and thrive in a fast-paced environment where no two days are the same, we'd love to hear from you!

About the role

As a Technical Support Officer, you'll provide Level 1 and Level 2 IT support to employees across Firstmac, ensuring our people have reliable, secure and efficient technology to perform their roles.

You'll support a broad range of technologies including Microsoft 365, Windows 11, mobile devices, business applications and identity management, while delivering an outstanding customer experience. You’ll work closely with Infrastructure, Security and Development teams to resolve issues, improve processes and ensure our people have secure and effective technology solutions.

What you'll be doing

Provide Level 1 and Level 2 support for IT incidents, service requests and business applications.

Troubleshoot hardware, software, connectivity and application issues.

Support desktops, laptops and mobile devices

Manage Microsoft 365 services including Outlook, Teams, SharePoint Online, OneDrive and Exchange Online.

Support user accounts, access requests, MFA and identity management through Microsoft Entra ID and Active Directory.

Configure and support Windows 11 devices and corporate mobile devices using Microsoft Intune.

Maintain accurate service desk records and ensure requests are managed within agreed SLAs.

Escalate complex issues and coordinate resolution with specialist teams.

Promote secure technology practices and support cybersecurity and compliance requirements.

About you

These part-time roles would be suited to someone who is starting out in their career and perhaps still studying and wanting that corporate support exposure, or maybe you're looking to take a step back and reduce your working days. Either way, you take pride in delivering great customer service, solving problems and making IT easy for others.

You’ll bring:

Minimum 2 years’ experience providing Level 1 and Level 2 desktop support in a corporate or enterprise environment.

Experience supporting Windows 11, Microsoft 365, mobile devices and Microsoft Intune.

Knowledge of Microsoft Entra ID, Active Directory and identity management.

Strong troubleshooting skills across desktop environments, business applications and remote support.

Experience with IT Service Management platforms and ITIL practices.

Knowledge of PowerShell, networking, Linux, SQL databases and modern web applications.

Excellent communication skills and the ability to support both technical and non-technical users.

Strong organisational skills with the ability to manage competing priorities.

A proactive approach to problem-solving and delivering practical solutions.

Experience in financial services and knowledge of IT audit and compliance requirements will be highly regarded.

Relevant qualifications in Information Technology (degree, TAFE qualification, certifications or equivalent experience).

About the Firstmac Group

Firstmac group is an award-winning leader in lending in Australia for home and car loans, with brands Firstmac, loans.com.au, CarLoans.com.auand car-buying service OnlineAuto.com.au. We're also leading the way in finance and property news with our media arm Infochoice Media Group including comparison site Savings.com.au, Your Investment Property Magazine and Your Mortgage.

At Firstmac, we’re proud to offer a workplace where our people feel supported, connected, and empowered to grow. Our culture is built on teamwork, community spirit, and genuine opportunities to develop your career.

Here’s what you can look forward to when you join us:

Friendly, social team with regular events and social club activities

Exclusive staff perks through our Brisbane Broncos partnership, meet and greets and prize draws throughout the season

Flexible work arrangements and access to our Employee Assistance Program to support the wellbeing of staff and their families

Training, development, and leadership programs to support career growth

One annual paid volunteer day to contribute to a cause you care about and quarterly community initiatives where staff come together to support local organisations.