IT Support Officer

A leading technology services provider is seeking an IT Support Specialist to join their Melbourne-based team, offering a unique hybrid role that blends onsite technical support with remote service desk responsibilities. This position is perfect for someone who thrives on delivering exceptional customer experiences, enjoys variety in their day-to‑day work, and values being part of a collaborative and supportive environment. Hybrid role combining onsite Tech support with remote Service Desk operations, providing you with diverse daily challenges and opportunities to connect with customers face‑to‑face and virtually. Work within a highly collaborative team that values empathy, clear communication, and continuous improvement—your input will help shape processes and enhance the overall customer journey. Enjoy flexible working opportunities, ongoing training, and the chance to develop your skills in both technical troubleshooting and customer engagement within a supportive leadership framework. What you’ll do As an IT Support Specialist based in Melbourne, you will play a pivotal role in bridging the gap between onsite technical assistance and remote service desk operations. Your days will be filled with meaningful interactions—whether you’re resolving incidents remotely or providing hands‑on support. Provide remote support for end‑user devices and applications, ensuring timely resolution of incidents and requests while maintaining high standards of customer satisfaction. Deliver outstanding customer experiences through empathetic communication, effective troubleshooting, and proactive follow‑up on all service interactions. Support customers across multiple locations remotely, escalating onsite requirements as needed to ensure seamless service delivery. Perform all support functions in alignment with ITIL processes and operational standards, contributing to a culture of best practice and quality assurance. Log all required tickets and appointments accurately within the ITSM tool (ServiceNow), ensuring data integrity for reporting and analysis purposes. Troubleshoot desktop, networking, Windows Server, M365 issues, as well as AV conferencing systems; escalating complex problems to relevant internal or customer teams as appropriate. What you bring To excel as an IT Support Specialist in this hybrid environment, you will bring a blend of technical proficiency and interpersonal sensitivity. Your background includes hands‑on experience supporting diverse end‑user environments—both remotely via service desk channels and directly through onsite engagements. You are comfortable navigating complex technical landscapes involving Windows operating systems, Microsoft 365 applications, networking protocols, audio/video conferencing systems, asset management tools like ServiceNow or Intune/SCCM. At least two years’ experience in an IT Support role involving both remote troubleshooting and face‑to‑face engagement with end users at all organisational levels. Demonstrated expertise supporting end‑user devices—including desktops, laptops, mobile devices—and familiarity with endpoint management platforms such as SCCM or Intune. Proven ability to communicate effectively with senior management and executives while building rapport through empathy and professionalism. Strong working knowledge of Windows Operating Systems, Microsoft 365 suite (M365), AV management tools, Windows desktop products, networking fundamentals (LAN/WAN/VPN/DHCP/DNS/AD/File Services/Group Policy/AV). What’s next If you’re ready to take the next step in your IT career within a collaborative team that values both technical skill and genuine connection with customers, this could be your ideal opportunity. Apply today by clicking on the link below—don’t miss out on joining a team where your expertise will be valued every day Aboriginal and Torres Strait Islander Peoples are encouraged to apply.To apply, please click apply or email John Riordan at for a confidential discussion. About the job Contract Type: Permanent Focus: IT Support & Systems Administration Salary: Up to AUD70,000 per annum + Super + flexibility (WFH) Workplace Type: Hybrid Experience Level: Associate Location: Melbourne CBD Job Reference: 7WOB9F-7C551DB4 Date posted: 5 December 2025 Consultant: John Riordan #J-18808-Ljbffr