ConnectEast is the owner and operator of EastLink, Melbourne's second fully electronic tollway. Since opening in June 2008, EastLink has built a reputation as one of Melbourne's busiest and safest motorways. In 2026, ConnectEast received a 5-Star Employer of Choice Award, recognising its commitment to workplace excellence and employee satisfaction.

About the role

We're looking for an End User Support to join our growing Information Technology team at EastLink. This role provides level 2 and 3 technical support across all departments, ensuring smooth operation of Information Communication and Technology Systems.

Key responsibilities

Provide Level 2 and 3 technical support and act as the escalation point for the Managed Service Provider, working with vendors and internal stakeholders to resolve desktop, cloud, telephony, and security-related issues while ensuring the effective delivery of end-user technology services

Serve as the escalation point for complex workplace technology issues managed by the Managed Service Provider (Level 2 and 3)

Produce system reports, analyse data, and provide authorised information to internal stakeholders and third-party vendors

Develop and maintain knowledge articles, technical documentation, and support procedures while identifying opportunities to improve processes, reduce recurring incidents, enhance service delivery, and promote self-service

Support system enhancements by gathering business requirements, participating in testing activities, and managing defects

Assist with the implementation of current technologies, system improvements, and the development of operational procedures

Take ownership of assigned incidents, ensuring timely resolution of technical issues while proactively identifying, escalating, and mitigating risks relating to IT systems, applications, and service delivery





Maintain accurate documentation and support compliance requirements to minimise operational and KPI risks

Participate in change, incident, and problem management processes to minimise business disruption and ensure service continuity

About you

Qualifications

Bachelor's degree in information technology, computer science, software engineering or related discipline (desirable), or equivalent industry experience

Microsoft certifications and Cisco Webex certifications, demonstrating proficiency in desktop support and telephony technologies

ITIL - Foundation Certification, Knowledge or practical experience

Experience

Minimum 3-5 years' experience in an End User Support, Desktop Support, Information Communication Technology Support, or similar IT support role

Experience supporting Windows desktops, laptops, and end-user devices

Knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, and VPN

Experience supporting Microsoft 365, Intune, and MS Teams environment and other business applications

Knowledge of desktop hardware, peripherals, diagnostics, and device replacement

Experience providing remote technical support to onsite and remote users

Understanding of cyber security principles, including firewalls, antivirus, and secure access

A nurturing environment allowing employees to grow and develop within an inclusive environment

- Free counselling services through the Employee Assistance Program
- Access to ConnectEast's Wellbeing initiatives, including monthly onsite neck & shoulder massages, yearly body scans, heart health & skin checks
- Free off-street parking and close to public transport

No Agencies

ConnectEast does not accept unsolicited agency referrals.

Appointment to this position is subject to a National Police Clearance and your eligibility to work in Australia.

Please note probationary period is 6 months, for which you are required to work from our office in Ringwood every day.

#J-18808-Ljbffr

📌 End User Support (Maroondah City)
🏢 ConnectEast
📍 Maroondah City