IT Support Specialist | Global Financial Services

THE COMPANY:

This global financial services firm operates in the investment management space, with $200+ billion assets under management.

• Multiple offices across North America, Europe, the Middle East, and APAC.
• Corporate and professional working environment with stunning Sydney CBD offices.
• Cloud-first approach - fully hosted in Azure & M365.
• Take ownership of IT Support in Australia.
• Ongoing training and professional development.
• Forward-thinking professional organisation that is investing in AI-powered productivity tooling.

THE ROLE & RESPONSIBILITIES

As the IT Support Specialist, you'll be the key point-of-contact providing high-touch Desktop Support to circa 40 staff across 2 offices.

It's a non-standard position, as you'll be given ownership of end-user support in Australia whilst also assisting with vendor management, project deployments, problem management, process improvement + automation, security & compliance, and in the adoption of AI productivity tools.

You will have a genuine opportunity to deliver tangible benefits and improvements across service delivery, process improvements/automation, and AI.

Full time in office role.

Role snapshot:

• Deliver high touch Desktop Support to internal users, including senior executives and VIP's (in-person + remote).
• Be the key IT support point of contact for Australian users - customer service, expectation management, education/training etc.
• Troubleshoot, determine root cause analysis then resolve technical issues across laptops, desktops, mobile devices, OS, enterprise applications, collaboration platforms, and network connectivity (TCP/IP, VPN, Wireless etc).
• Involvement in IT projects, deployments, and system upgrades.
• Proactively identify then implement process improvements & automation.
• Assist with Problem Management activities to improve IT service delivery.
• Collaborate with global IT teams and external vendors to resolve complex escalated issues.
• Assist in the adoption and support of AI initiatives across the firm.
• Full time in office role

Key elements of the role:

• Collaboration & AV support - Microsoft 365, meeting rooms & videoconferencing (Zoom), offsite conferences & events etc.
• Endpoint, Device, and Asset Management - configure & deploy laptops, desktops, and mobile devices via Intune & Jamf; support Windows 11 & MacOS; automated provisioning via Autopilot; support device lifecycle management
• IT Project Delivery - participate in IT deployments, system upgrades, and office moves.
• Monitoring & operations - daily monitoring of EUC and office systems; Incident & Problem Management; Service Delivery improvement
• AI Tools & Productivity Support - support adoption & rollout (ChatGPT, Claude, Copilot etc), troubleshooting & user queries, licensing, data governance etc.
• Identity, Security & Compliance - support Entra ID, endpoint security tools (Defender, CrowdStrike), MFA, and security awareness training while ensuring compliance to security governance / policies.
• Vendor Management - AV, meeting rooms, hardware procurement, mobility, printers etc.

REQUIRED BACKGROUND / KNOWLEDGE / EXPERIENCE / PERSONAL QUALITIES

Suited to a Desktop Support professional experienced at taking ownership of IT support inside mid-sized yet complex corporate & professional environments

Ideal for someone who enjoys end user support but wants to do more value-add initiatives, e.g. AI adoption/support, vendor management, problem management, and service delivery improvement via automation & streamlining processes.

The following experience / skills are required:

• Proven experience providing in-person Desktop Support to corporate end users, inside small to mid-sized yet complex environments.
• Background in the corporate Professional Services industry or similar - e.g. legal, financial services, asset management etc.
• Strong technical support skills across Desktop hardware/software technologies - Microsoft 365, Entra ID, Windows 11, Intune, iOS, VPN / remote access connectivity etc..
• Competent meeting room and AV/VC support skills.
• Familiarity with AI productivity tools (ChatGPT, Claude etc).
• Demonstrated experience creating efficiencies, cost-savings, and/or improvements in prior roles.

Required personal qualities:

• Strong customer-service focus - responsive with a sense of urgency, solution focused, can operate under pressure & prioritize, manage end user expectations + provide follow up.
• Comfortable working in an autonomous capacity - taking the initiative to solve problems, prioritise, and make decisions while working with a geographically dispersed team.
• Proven track record of taking the initiative for self-study and self-learning.
• Corporate & professional presentation & communication skills (verbal + written).
• Excited by the variety of a broad and interactive end-user focused role.
• Comfortable working onsite in the office full time.
• Interest in AI.

This is an onsite full-time permanent role located in the Sydney CBD and is offering $100,000 - $110,000 + super + bonus potential.

*Note, Australian Permanent Residency or Australian Citizenship is required to be considered for this position, and successful applicants will be contacted

Reference Number: 06800-0013442929

This is a on-site position.

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