Technical Support Engineer addressing post - sales customer concerns via phone, e - mail, and web. Involving configurations, troubleshooting, and delivery of best practices for cybersecurity support.
About the role
- Senior IT Support Engineer at Vix Technology providing onsite and remote support for IT systems. Involves user assistance, troubleshooting, and IT project involvement in a hybrid environment.
Responsibilities
- Providing Follow the Sun (F-T-S) support coverage and acting as a senior escalation point for IT incidents and service requests through the IT service desk platform, within set SLA
- Delivering high quality onsite support for Melbourne users and remote support for global users
- Deploying, maintaining, and supporting user devices including laptops, peripherals, and mobile devices, across Windows and macOS environments
- Completing onboarding and offboarding tasks, ensuring users have a smooth start or exit
- Supporting and maintaining meeting room technology, video conferencing systems, and audiovisual equipment
- Troubleshooting a broad range of issues across end user computing, applications, networking, and authentication
- Maintaining accurate documentation, knowledge base articles, and asset management records
- Assisting with procurement, vendor coordination, and lifecycle management of IT equipment
- Supporting cybersecurity initiatives including endpoint protection, identity and access management, compliance, and awareness
- Contributing to global IT improvement projects and deployments including Mac rollout, application migrations, and network enhancements
- Identifying opportunities to standardise processes, enhance automation, and improve service outcomes
- Escalating complex issues to senior engineers where required
- Assisting with the development and deployment of internal IT projects within the Corporate IT environment.
Requirements
- Tertiary qualification in Information Technology, or related discipline
- Proven experience in a hands on IT support role with responsibility for onsite services and user devices
- Strong troubleshooting skills across Windows, macOS, hardware, networking, and collaboration platforms
- Excellent communication and relationship building skills with a customer first mindset
- Ability to work independently and make informed decisions while collaborating effectively across time zones
- Strong attention to detail with a commitment to structured documentation and standardisation
- Desirable (but not essential)
- ITIL Foundations Certification
- Experience supporting Google Workspace or Microsoft 365 environments
- Familiarity with Atlassian tools such as Jira and Confluence
- Certifications in relevant technologies such as CompTIA, Microsoft, or Cisco
- Experience supporting corporate network environments or cloud identity solutions
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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