Job Description
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 role n
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 n
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
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Serve as the escalation point for complex workplace technology issues managed by the Managed Service Provider (Level 2 and 3)
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Produce system reports, analyse data, and provide authorised information to internal stakeholders and third-party vendors
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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
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Support system enhancements by gathering business requirements, participating in testing activities, and managing defects
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Assist with the implementation of new technologies, system improvements, and the development of operational procedures
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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
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Maintain accurate documentation and support compliance requirements to minimise operational and KPI risks
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Participate in change, incident, and problem management processes to minimise business disruption and ensure service continuity
About you Qualifications n
Bachelor's degree in information technology, computer science, software engineering or related discipline (desirable), or equivalent industry experience
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Microsoft certifications and Cisco Webex certifications, demonstrating proficiency in desktop support and telephony technologies
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ITIL - Foundation Certification, Knowledge or practical experience
Experience n
Minimum 3-5 years' experience in an End User Support, Desktop Support, Information Communication Technology Support, or similar IT support role
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Experience supporting Windows desktops, laptops, and end-user devices
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Knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, and VPN
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Experience supporting Microsoft 365, Intune, and MS Teams setting and other business applications
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Knowledge of desktop hardware, peripherals, diagnostics, and device replacement
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Experience providing remote technical support to onsite and remote users
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Understanding of cyber security principles, including firewalls, antivirus, and secure access
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A nurturing environment allowing employees to grow and develop within an inclusive environment
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Free counselling services through the Employee Assistance Program
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Access to ConnectEast's Wellbeing initiatives, including monthly onsite neck & shoulder massages, yearly body scans, heart health & skin checks
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Free off-street parking and close to public transport
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No Agencies n
ConnectEast does not accept unsolicited agency referrals.
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Appointment to this position is subject to a National Police Clearance and your eligibility to work in Australia.
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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