ConnectEast is the owner and operator of EastLink, Melbourne's second fully electronic tollway.
Since opening in June ****, EastLink has built a reputation as one of Melbourne's busiest and safest motorways.
In ****, ConnectEast received a 5-Star Employer of Choice Award, recognising its commitment to workplace excellence and employee satisfaction.About the roleWe'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 responsibilitiesProvide 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 servicesServe 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 vendorsDevelop and maintain knowledge articles, technical documentation, and support procedures while identifying opportunities to improve processes, reduce recurring incidents, enhance service delivery, and promote self-serviceSupport system enhancements by gathering business requirements, participating in testing activities, and managing defectsAssist with the implementation of new technologies, system improvements, and the development of operational proceduresTake ownership of assigned incidents, ensuring timely resolution of technical issues while proactively identifying, escalating, and mitigating risks relating to IT systems, applications,



and service deliveryMaintain accurate documentation and support compliance requirements to minimise operational and KPI risksParticipate in change, incident, and problem management processes to minimise business disruption and ensure service continuityAbout youQualificationsBachelor's degree in information technology, computer science, software engineering or related discipline (desirable), or equivalent industry experienceMicrosoft certifications and Cisco Webex certifications, demonstrating proficiency in desktop support and telephony technologiesITIL - Foundation Certification, Knowledge or practical experienceExperienceMinimum 3-5 years' experience in an End User Support, Desktop Support, Information Communication Technology Support, or similar IT support roleExperience supporting Windows desktops, laptops, and end-user devicesKnowledge of networking fundamentals, including TCP/IP, DNS, DHCP, and VPNExperience supporting Microsoft 365, Intune, and MS Teams workplace and other business applicationsKnowledge of desktop hardware, peripherals, diagnostics, and device replacementExperience providing remote technical support to onsite and remote usersUnderstanding of cyber security principles, including firewalls, antivirus, and secure accessA nurturing environment allowing employees to grow and develop within an inclusive environmentFree counselling services through the Employee Assistance ProgramAccess to ConnectEast's Wellbeing initiatives, including monthly onsite neck & shoulder massages, yearly body scans, heart health & skin checksFree off-street parking and close to public transportNo AgenciesConnectEast 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.
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📌 End User Support (Victoria)
🏢 ConnectEast
📍 Victoria