IT Helpdesk Support Specialist
Provide IT support to Mable and HomeMade staff while improving service delivery through automation and AI. The hybrid role combines hands-on troubleshooting, platform administration and device security across Australia.
Tavsif
- Deliver Level 1 and Level 2 IT support to Mable and HomeMade staff, both in person and remotely.
- Manage support requests through resolution, keeping them moving efficiently from start to finish.
- Investigate technical problems and escalate them to other teams, squads or vendors when appropriate.
- Administer SaaS and collaboration tools including Google Workspace, JumpCloud, Slack, Atlassian and Zoom.
- Support Zoom Contact Center telephony by setting up users and making basic queue and configuration changes.
- Keep access and asset records current and take part in scheduled access reviews.
- Encourage staff to follow sound information security practices.
- Use endpoint management to keep laptops and other devices patched, protected and up to date.
- Contribute to incident handling, problem resolution and root cause analysis.
- Write and update knowledge-base articles and self-service guidance.
- Spot repeated issues and propose lasting fixes.
- Handle identity and access changes for onboarding, offboarding and other staff transitions.
- Build and maintain automated workflows for service requests.
- Oversee IT assets from provisioning and refresh through retirement.
- Improve software and application deployment with automated, policy-based delivery.
- Record manual and automated procedures so others can repeat and audit them.
- Apply AI tools to troubleshooting, documentation, scripting and analysis.
- Find ways to use AI and automation to improve IT support processes.
- Help plan, execute and deliver projects and initiatives.
Talablar
- Bring 2–3 years of experience in Level 1 and Level 2 IT support or service desk work.
- Have hands-on experience administering Google Workspace or Microsoft 365/Entra ID, including user lifecycle, groups, MFA and SSO.
- Have managed macOS and Windows devices with an endpoint or mobile device management tool such as JumpCloud, Intune or Jamf, including patching and policy compliance.
- Have used an ITSM platform such as Jira Service Management, ServiceNow or Freshservice.
- Be familiar with ITIL-aligned incident, request, problem and change practices.
- Troubleshoot laptops, peripherals, SaaS applications and basic networking confidently.
- Show an aptitude for automation.
- Use AI tools in practice, such as Claude, ChatGPT or Copilot.
- Communicate clearly in writing and create documentation and self-help guidance for non-technical users.
- Bring a customer-service focus and manage competing priorities with limited supervision.
- Understand security basics, including access controls, least privilege, phishing awareness and safe data handling.
- Preferred: Google Workspace and/or JumpCloud administration experience.
- Preferred: Atlassian administration, including Jira Service Management, Confluence, request types, portals and knowledge bases.
- Preferred: Experience with Zoom Phone, Zoom Contact Center or another cloud telephony platform.
- Preferred: Certificate III/IV in IT, a degree, ITIL 4 Foundation, CompTIA A+/Network+ or vendor certifications.
Imtiyozlar
- 14 weeks of paid leave for primary carers, plus superannuation.
- 6 weeks of paid leave for secondary carers, plus superannuation.
- A hybrid setup combining office and remote work.
- One additional paid Flexi Leave day each quarter.
- A floating public holiday.
- A Reward and Recognition program.
- Opportunities to learn from industry experts and experienced leaders.
- On-the-job learning opportunities.