THE COMPANY

Join this successful Australian Financial Services organisation with 700+ employees where IT is managed entirely in-house and technology is treated as a genuine business enabler.

- Team culture focused on an ownership/accountability mentality, humility, collaboration, knowledge-sharing, and recognition.
- Non-micromanagement leadership style focused on empowering staff to utilise their expertise.
- Highly successful and growing mid-sized Australian organisation.
- Sophisticated IT environment with significant investment in modern technologies and AI.
- IT is full managed in-house in Sydney, creating less restrictions and greater agility.
- Initially office-based to support onboarding/training, with hybrid flexibility available once you're established in the role.
- Newly created role due to growth.
- Impressive Sydney CBD offices.

THE ROLE

Newly created Desktop Support role focused on L2/L3 end user support, customer service and communication, as well as project delivery.

You'll handle escalated tickets from the Service Desk across desktop hardware/software, mobility, network connectivity, meeting rooms, endpoint management, RMM etc.

Working in a close-knit internal team, teamwork and collaboration are critical as is trust.

Responsibilities:

- Desktop Support - level 2/3 end user support across desktop hardware/software, laptops, mobile devices, printers, meeting rooms etc.
- Support and Administration - Microsoft 365, Active Directory, Intune, IAM platform.
- Identity and Access - troubleshoot MFA, SSO, authentication, and access issues
- RMM - endpoint monitoring, remote support, patching, and software deployment.
- Endpoint Security - support endpoint security, patching,



and vulnerability remediation.
- Network and Connectivity - support & troubleshoot network issues - VPN, DNS/DHCP, Wi-Fi connectivity etc.
- ITSM - manage incidents and service requests through the ITSM and maintain up-to-date documentation and KBA's.
- Project Delivery - involvement in deployments, upgrades, improvement initiatives etc
- User onboarding/offboarding
- IT Asset Management

REQUIRED SKILLS / KNOWLEDGE / EXPERIENCE / PERSONAL QUALITIES

This role suits an experienced L2/L3 Desktop Support Engineer who enjoys being the person users rely on to solve problems and deliver a great technology experience, rather than simply closing tickets.

Ideal if you're seeking a broad role you can take ownership of, work closely with users, develop technically, and contribute to projects.

You don't need to be an expert in everything, but you should be comfortable supporting the wider Microsoft end-user setting. We're looking for the following:

- Proven L2/L3 Desktop Support experience inside mid-sized corporate organisations with complex IT environments.
- Hands-on experience with the support, troubleshooting, and administration of Microsoft 365, Active Directory, Intune, and Windows OS.
- Some experience with IAM tools - e.g. Entra ID, Okta, Ping Identity etc




- Endpoint Management and RMM experience.
- Competent networking knowledge - TCP/IP, VPN, DNS/DHCP etc.
- Strong troubleshooting and problem-solving skills, combined with a genuine customer-service mindset.
- Clear and confident communicator with a strong sense of professionalism and the ability to support users at all levels.

Attitude & personality:

- Takes ownership, uses initiative, and follows problems through to resolution.
- Humble, accountable, and comfortable learning from mistakes.
- Proactively looks for opportunities to upskill themselves.
- Strong sense of teamwork, collaboration, and knowledge sharing.
- Friendly, outgoing, and personable.
- Genuinely enjoys getting hands-on to support users and solve their problems.

This is full-time permanent role located in the Sydney CBD (hybrid working) and is offering $100,000 - $110,000 (plus super) + bonus potential.

Reference Number: 06800-(phone hidden)

This is a hybrid position.

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📌 Desktop Support/3 | Mid-Sized Firm (Sydney)
🏢 Robert Half
📍 Sydney