Job Title - End User Support

Location - Sydney, Australia

Work Mode - 5 days onsite

Job Type - Contract

- Perform IMAC (Install, Move, Add, Change) activities, including annual device refresh

(~25%).
- Manage incidents (Break/Fix) for hardware, OS, applications, Citrix VDI, printers, connectivity, and conference room technology.
- Provide on-call support for Tier 1 and Tier 2 security incident tickets (weekly rotation).
- Handle onboarding/offboarding tasks and miscellaneous IT requests.
- Support initiatives such as Windows 11 rollout, domain migration, MEM rollout, Citrix

VDI rollout, AV rollout, posture check rollout, and hardware refresh.
- Perform KTLO activities: inventory management, storage clean-up, asset disposal.
- Conduct User Acceptance Testing for new images and projects.

Manage OS and application patching/feature updates.
- Deliver global new-hire IT orientation and remote training.
- Support company-wide town halls and customer engagement events.
- License provisioning/deprovisioning for platforms like Adobe Creative Cloud, Visual Studio/MSDN, Snaglt, Camtasia, Printer Logic.
- Ensure effective ticket and queue management.
- Provide VIP support for Cision C and C+1 team (~75 users).
- Interface with hardware vendors for planning and problem resolution.
- Configure and troubleshoot VPN clients; coordinate with Command Center.
- Perform secure data deletion before disposal or user reassignment.

Required Skills & Qualifications
- Strong knowledge of hardware troubleshooting for PCs and peripherals.
- Experience with OS patching, application updates,



and Citrix VDI environments.
- Familiarity with Windows 11 rollout and domain migration.
- Excellent communication and documentation skills.
- Ability to manage multiple priorities and work under pressure.
- Experience in handling VIP support and global end-user training.

Preferred Qualifications

- Bachelor's degree in computer science, Information Technology, or related field.
- IT certifications such as CompTIA A+, Microsoft Certified: Modern Desktop

Administrator Associate, or equivalent.
- Experience with MEM (Microsoft Endpoint Manager) and enterprise-level device management.
- Experience with MEM (Microsoft Endpoint Manager) and enterpriseneredee management.
- Knowledge of ITIL processes and best practices.
- Prior experience in global IT support environments and handling large-scale rollouts.

Familiarity with security incident management and compliance standards.

Key Competencies

- Technical Expertise: Proficient in end-user computing and troubleshooting across hardware, OS, and applications.
- Problem-Solving: Ability to diagnose and resolve complex technical issues quickly.
- Customer Focus: Strong commitment to delivering high-quality support and ensuring user satisfaction.
- Collaboration: Skilled in working with cross-functional teams and external vendors.
- Adaptability: Comfortable handling urgent requests and agile priorities.
- Communication: Clear and professional communication for training, documentation, and stakeholder updates.
- Process Orientation: Attention to detail in ticket management and compliance.

📌 End User Support Specialist (Sydney)
🏢 Multinational
📍 Sydney