Technical Support

This is a Technical Support role with EML Group based in Sydney, NSW, AU == EML Group == Role Seniority - mid level EML is a leading Workers Compensation and Personal Injury Claims Management business. Our goal is to help people get their lives back through ongoing support during their return-to-work journey . We continue to experience ongoing growth and now have over 4,000 dedicated employees . We foster a learning culture that allows for us to continually invest in our employees ensuring a long-term career here at EML. THE OPPORTUNITY As part of our diverse team based in Sydney, you will help make a positive impact on someone’s life every day. You will feel great satisfaction knowing your talent and hard work has a purpose. As our Onsite Technical Support, you will provide a single point of contact for customers and users, delivering second-level technical support, guidance, and timely restoration of normal service. You’ll also assist with the setup and delivery of new services, ensuring a seamless experience for our users. This role operates in a fast-paced, customer centric environment where flexibility, strong communication, and effective time management are essential. You’ll balance multiple competing priorities while maintaining a focus on service quality and responsiveness. This will be a permanent,full-time position based in the Sydney office. YOUR RESPONSIBILITIES Provide advanced second-level support for hardware, software, network, and application issues, ensuring timely incident resolution and minimal disruption. Manage user accounts, system imaging, and software deployment while maintaining up-to-date hardware and software inventories. Troubleshoot and resolve complex technical issues, escalating to the correct resolver groups when necessary. Support network and mobile device management (MDM), VPN troubleshooting, and adherence to IT security standards. Maintain accurate documentation, update knowledge base articles, and analyse ticket trends to identify recurring issues. Assist with user onboarding, training, and mentoring of Level 1 staff to build team capability and consistency. ABOUT YOU Minimum 3 years’ hands‑on experience in a similar IT support or technical role within a fast‑paced environment. Strong technical knowledge of desktop hardware, Windows 11, Linux endpoints, Microsoft 365, VPN, MFA, printers, and mobile devices. Skilled in troubleshooting, remote access, and system administration using tools such as Active Directory, SCCM, Entra ID, and MDM solutions. Experienced in user provisioning, device setup, SOE management, and imaging, with the ability to liaise effectively with vendors and stakeholders. Excellent communication, multitasking, and customer service skills, with a structured and organised approach to resolving technical issues. ITIL v4 certification essential; additional qualifications such as CompTIA A+ or Microsoft 365 Administration highly regarded. WHAT WE OFFER We stand together as equals. EML is an equal opportunity employer so by coming to work for us, you will be part of a culture that celebrates diversity and inclusion. We are committed to maintaining a workplace where everyone feels valued and where we show respect, integrity and honesty. A vibrant, collaborative innovative team culture Flexibility with opportunity to WFH when you are fully trained in your role. A corporate wellbeing program with discounted health insurance and gym membership Access to discounts at over 350 retailers through our Rewards Hub program Entitlement to an annual tenure and performance-based recognition reward Comprehensive learning and development support Companywide events to celebrate success. Quarterly Reward and Recognition Awards Up to 16 weeks paid parental leave, plus super We value our people and are committed to supporting our employees by investing in their professional development and providing generous employee benefits. If this position is of interest to you, please apply now. Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the EML Group team will be there to support your growth.