Job Description

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Job Summaryn

A global investment firm is seeking a hands-on Support / Engineering Analyst to support its Australian offices in Sydney and Melbourne. This role combines end-user IT support and desktop operations with participation in IT infrastructure and technology projects.

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The successful candidate will provide technical support to internal users, including investment professionals and executive assistants, ensuring reliable day-to-day IT operations and a high standard of user service. The role will also contribute to technology initiatives, system improvements and IT projects across the Australian offices.

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The position requires a proactive, customer-focused individual who can work independently, collaborate with global IT teams and travel between Sydney and Melbourne when required.

Key Responsibilitiesn

1. End-User Support & Desktop Operations

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- Provide Level 1–3 technical support for desktops, laptops, mobile devices, peripherals, conferencing tools and core business applications.
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- Troubleshoot hardware, software, operating system and connectivity issues through remote, telephone and in-person support.
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- Provide on-site floor-walking and desk-side assistance to internal users.
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- Manage incidents and service requests through ITSM tools, taking ownership of issues through to resolution.
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- Support Microsoft 365 applications, including Outlook, Teams, SharePoint, OneDrive and Power BI.
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- Support video conferencing and meeting room technology, including Zoom and related collaboration tools.
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- Assist with user onboarding and offboarding, account provisioning, device configuration and access management.
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2. IT Projects & Infrastructure Support

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- Participate in IT infrastructure projects, technology rollouts, system upgrades, migrations and office technology initiatives.
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- Assist with hardware deployment, endpoint management, software installation and configuration.
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- Support the implementation and improvement of desktop operations, IT processes and end-user technology.
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- Coordinate with regional and global IT teams to deliver projects and maintain consistent technology standards.
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- Maintain IT asset inventories, configuration records, technical documentation and operational procedures.
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3. Office & Regional IT Operations

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- Provide IT support across the firm's Sydney and Melbourne offices, travelling between locations when required.
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- Support internal meetings, business events and video conferencing setups.
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- Coordinate with global support teams to resolve technical issues and ensure consistent service delivery.
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- Maintain clear communication with users and stakeholders, providing timely updates on incidents and requests.
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- Follow IT security policies, operational procedures and service management standards.
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Requirementsn

Technical Experience

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- At least 1 years of experience in desktop support, IT service desk, end-user computing or IT operations.
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- Previous experience supporting a corporate environment; experience in financial services,



investment management or other skilled services environments is highly regarded.
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- Strong knowledge of Windows 10/11, macOS and iOS.
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- Experience with Microsoft 365 applications, including Outlook, Teams, SharePoint and OneDrive; familiarity with Power BI is advantageous.
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- Experience with endpoint management tools such as SCCM or Microsoft Endpoint Manager.
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- Familiarity with remote support tools such as Zscaler, LogMeIn or equivalent solutions.
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- Good understanding of desktop hardware, basic networking, user access management and IT troubleshooting.
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- Basic scripting knowledge and experience with ITSM tools are advantageous.
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- Exposure to IT infrastructure projects, office technology rollouts or system migrations is highly desirable.
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Communication & Personal Attributes

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- Excellent English communication skills, both verbal and written, are essential.
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- Strong customer service skills, with the ability to support senior stakeholders and users from diverse backgrounds.
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- Proactive, organised and detail-oriented, with strong problem-solving skills.
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- Able to work independently while collaborating effectively with regional and global IT teams.
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- Willingness to travel between Sydney and Melbourne as required.
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- Korean or Japanese language skills would be an advantage.
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Working Hours & Traveln n
- Standard working hours: Monday to Friday, 8:00 AM to 5:00 PM.
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- No rotating shift duties.
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- Travel between the Sydney and Melbourne offices may be required.
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- Flexibility to support occasional business-critical activities may be required, subject to business needs and agreed arrangements.
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📌 IT Support Engineer (Sydney)
🏢 Alan Partners
📍 Sydney