Job Description
n
Description
n
n
We are looking for an
IT Onsite Support Specialist
to provide responsive, practical and customer-focused technology support across our
Perth office
and associated regional offices. You will play an important role in keeping our day-to-day technology services operating effectively, resolving technical issues and ensuring our people have the tools and support they need to do their best work.
n
What you'll do
n
Reporting to the IT Onsite Support Lead AU, you will provide technical support across end-user devices, applications, meeting rooms and collaboration technologies.
n
Onsite support and customer experience
n
n
Provide 2nd-level support for incidents and service requests relating to desktops, laptops, mobile devices, peripherals, operating systems, Microsoft 365, approved business applications, connectivity and collaboration technologies.
n
Deliver professional, client-focused support through clear communication, active ownership, appropriate prioritisation and timely resolution or escalation.
n
Provide hands-on deskside support and practical guidance to users with varying levels of technical knowledge.
n
Ensure day-to-day onsite IT services are operational and available and proactively identify issues that may affect users or office operations.
n
Support onboarding, offboarding and user lifecycle activities, including equipment preparation, deployment, recovery and access-related coordination.
n
n
Meeting rooms and collaboration technology
n
n
Provide proactive support and maintenance for Microsoft Teams Rooms, audio-visual systems, digital collaboration technologies and meeting room infrastructure.
n
Complete regular meeting room health checks, respond quickly to meeting-impacting issues and coordinate escalation to internal teams or specialist vendors when required.
n
Support important meetings and events where onsite technical assistance is required.
n
n
Endpoint and asset lifecycle management
n
n
Install, configure, test, deploy and support standard hardware and software, including device builds, updates and approved applications.
n
Manage device provisioning, deployment, refresh, replacement, recovery and decommissioning in accordance with global standards and processes.
n
Maintain accurate asset, inventory and configuration records in the Configuration Management Database (CMDB),



supporting audit and governance requirements.
n
Coordinate hardware warranty repairs, vendor activities and secure equipment handling as required.
n
n
Service management, security and continuous improvement
n
n
Ensure incidents, requests, tasks, asset activities and support actions are accurately recorded and managed in ServiceNow in accordance with ITSM processes, service level commitments and knowledge management standards.
n
Meet agreed operational targets, productivity expectations and customer service standards, while maintaining quality and attention to detail.
n
Create, review and maintain clear Knowledge Base articles and support documentation to improve consistency, self-service and team capability.
n
Identify recurring issues and opportunities to improve service quality, operational efficiency, user experience and process effectiveness.
n
Promote cyber security best practices and promptly identify and escalate suspected security incidents, vulnerabilities or non-compliant technology use.
n
Collaborate with local, regional and global resolver teams, and participate in technology deployments, office changes, projects and integration activities as required.
n
n
Professional responsibilities
n
n
Adhere to Front Line Services governance, approved procedures, WSP guiding principles and all applicable Safety, Health, Environment and Quality obligations.
n
Maintain regular onsite presence and travel to associated regional offices when required to support users, office operations and technology activities.
n
Take responsibility for ongoing development through regular Thrive conversations, required learning and maintaining relevant capability records, registrations or licences.
n
Perform other duties reasonably incidental to the position, as directed by the Company from time to time.
n
n
n
Role Specific Qualifications and Experience
n
n
Qualification in a computing discipline and/or a minimum of 2 years relevant experience in an IT support function.
n




Enthusiastic and passionate about IT service delivery and the delivery of a high-quality end-user experience.
n
Contemporary working knowledge of a broad range of end-user computing technologies including desktop and laptop hardware, operating systems, peripherals, mobile devices, collaboration technologies, and productivity applications.
n
Working knowledge of networking technologies and protocols including TCP/IP, DHCP, DNS, Wi-Fi, VPN, and basic network troubleshooting.
n
High-level competency in Microsoft 365 applications and services including Outlook, Teams, OneDrive, SharePoint, Office applications, and collaboration technologies.
n
Working knowledge of ServiceNow, IT service management (ITSM) processes, and ITIL methodologies.
n
ITIL v4 Foundations Certification. (Desirable)
n
Working knowledge of Microsoft Intune, Windows Autopilot, and contemporary endpoint management technologies. (Desirable)
n
Experience supporting Microsoft Teams Rooms, audio-visual systems, and meeting room technologies. (Desirable) · Experience with hardware asset lifecycle management and Configuration Management Database (CMDB) processes. (Desirable)
n
Experience supporting enterprise Microsoft 365 environments and corporate standard operating procedures. (Desirable)
n
Experience in supporting digital engineering applications. (Desirable)
n
Maintain a current Driver's Licence
n
n
n
Why join WSP?
n
At WSP, you'll work on projects that shape cities, communities and critical infrastructure across Australia and beyond. You'll join a collaborative team of engineers, scientists, consultants and digital specialists who are passionate about solving complex problems with data and technology.
n
We offer:
n
n
The opportunity to work on nationally significant infrastructure and sustainability projects.
n
Access to industry-leading digital, AI and cloud technologies.
n
Flexible working arrangements that support work-life balance.
n
Ongoing investment in learning, development and technical career growth.
n
A collaborative, inclusive and high-performing culture where innovation is encouraged.
n
The chance to influence how data and AI are applied to some of the world's most pressing challenges.
n
n
n
Imagine a better future for us all and a better future for you.
n
With us, you can. Apply today.
n
n
n

📌 It Onsite Support Specialist (Perth)
🏢 WSP
📍 Perth