IT Technical Support Officer

The IT Technical Support Officer will provide re-active and pro-active incident resolution, problem management and service request management for applications, software, hardware and network systems, including user administration. The role will ensure the delivery of a positive customer experience through the provision of timely and accurate Level 2 technical support, following operational procedures, service level agreement timeframes and IT Service Management best practice. Given the critical requirements of business executives and leaders, this role will be required to participate in a 24x7 on-call support roster, alternating with other IT support staff. Responsibilities include: Receive and respond appropriately, and in a timely manner to all incoming requests Investigate problems in systems, processes and services and assist with remedies and preventative measures Delivering IT support to customers and users at the appropriate level for them to comprehend Ensure all activities undertaken are aligned with industry standards (ITIL, ITSM), including addressing identified IT security requirements and codes of good practice Comply with audit and system requirements, works within InfraBuild’s governance framework, and all associated and contractual arrangements, meeting SLA requirements Ensure appropriate functional and hierarchical escalation processes are followed as required Review system performance and problem logs to identify trends and patterns in problem incidence. Our ideal candidate will be experienced in addressing complex issues, have strong analytical and problem solving skills and be an outstanding communicator. You will work effectively to consistently deliver quality customer service through exceptional relationship management with stakeholders at all levels of the organisation. Skills and qualifications required: Tertiary qualification in Information Technology or Computer Science or relevant tertiary discipline or equivalent working experience 3+yrs experience working in a Service Desk/IT Service Support environment ITIL Foundation Certification or experience working in an ITIL environment Experience working with Freshservice (desirable) or with another ITSM ticketing tool (essential) Knowledgeable in troubleshooting methods to resolve complicated technical and/or non-technical issues A team player who also knows how to manage their own business activities and time; effective in scheduling and completing assigned tasks. Experience working with executives and business leaders in a corporate office is highly desirable Proficient troubleshooting skills in: Microsoft Windows-based standard operating environment (SOE) Microsoft O365 Microsoft-based mobility platform Remote Desktop and Access Active Directory Networking (Voice and Data) All associated software and the managed printing environment Devices such as: desktops, laptops, Smartphones, tablets, I/O devices and wearables Below are some of our key central benefits that are available to InfraBuild employees. Other benefits may be available depending on your role or site. Generous parental leave: 20 weeks paid Primary Carer Leave and 3 weeks paid Partner Leave for those who have worked at the business for at least 12 months. The company also provides superannuation contributions for the Primary Carer during the period of unpaid parental leave for eligible employees (limitations apply). Access to long service leave after 5 years: Employees who are not covered by an Enterprise Agreement can access accrued Long Service Leave (LSL) at the rate of 1.3 weeks per year of service after 5 years continuous service. Employee Benefits Program: Employee Added Extras (EAE), our Employee Benefits Program, provides discounts for you and your friends and family on gift cards, shopping, groceries, home products, car rentals, holidays, recreation and more About Us InfraBuild is Australia’s leading integrated steel manufacturing, distribution and recycling business, making steel using our electric arc furnaces. We provide solutions for commercial and residential construction, large scale and nation‑building infrastructure as well as our primary producers and rural sectors. With ambitions to be carbon neutral by 2030, each day we help build futures through sustainable steel. Why work here? We offer more than just a job; we provide a dynamic environment built on three pillars that define our commitment to both our team and our industry. Work with a greater purpose: Join us in the pursuit of a sustainable future as we progress our ambition to become carbon‑neutral. You will contribute to a legacy that not only helps to build our nation but sustains our environment for future generations. Embrace a culture where differences are celebrated, innovation is embraced and valuing everyone’s unique perspectives contributes to our transformation. Work well - live better: We understand the importance of working in an environment which supports you to balance your personal and professional life. Experience a culture which values you as a whole person - where family extends to the workplace and your well‑being matters. You’ll thrive not only in your career with us, but beyond. Build your own future: Step into a culture where every day is an opportunity to grow, and where driving your own development is not just encouraged; it's expected. You’ll be empowered to take the wheel of your learning journey and uncover your potential. The possibilities are limitless. We invite you to forge your career in a workplace where passion meets purpose, wellbeing is nurtured and the opportunity to thrive is in your hands. It is our ambition at InfraBuild to cultivate an inclusive workplace that is as diverse as the communities we serve. We encourage candidates from all cultural backgrounds, genders, orientations, age groups, and abilities to apply. Your diversity is our strength in creating sustainable and innovative steel solutions for Australia’s tomorrow. We are a 2025Circle Back Initiative Employer – we commit to respond to every applicant. #J-18808-Ljbffr