Job Description

About the Role
/n We are seeking an experienced End-User Support Specialist to provide comprehensive IT support and ensure seamless operations for our global workforce. This role involves managing day-to-day technical issues, onboarding/offboarding processes, project rollouts, and delivering exceptional VIP support. /n Roles & Responsibilities /n
• Perform IMAC (Install, Move, Add, Change) activities, including annual device refresh (~25%). /n
• Manage incidents (Break/Fix) for hardware, OS, applications, Citrix VDI, printers, connectivity, and conference room technology. /n
• Provide on-call support for Tier 1 and Tier 2 security incident tickets (weekly rotation). /n
• Handle onboarding/offboarding tasks and miscellaneous IT requests. /n
• Support initiatives such as Windows 11 rollout, domain migration, MEM rollout, Citrix VDI rollout, AV rollout, posture check rollout, and hardware refresh. /n
• Perform KTLO activities: inventory management, storage clean-up, asset disposal. /n
• Conduct User Acceptance Testing for new images and projects. /n
• Manage OS and application patching/feature updates. /n
• Deliver global new-hire IT orientation and remote training. /n
• Create and maintain end-user instructions and technical documentation. /n
• Support company-wide town halls and customer engagement events. /n
• License provisioning/deprovisioning for platforms like Adobe Creative Cloud, Visual Studio/MSDN, SnagIt, Camtasia, Printer Logic. /n
• Ensure effective ticket and queue management. /n
• Provide VIP support for Customer C and C+1 team (~75 users). /n
• Interface with hardware vendors for planning and problem resolution. /n
• Configure and troubleshoot VPN clients; coordinate with Command Center. /n




• Perform secure data deletion before disposal or user reassignment. /n Required Skills & Qualifications /n
• Strong knowledge of hardware troubleshooting for PCs and peripherals. /n
• Experience with OS patching, application updates, and Citrix VDI environments. /n
• Familiarity with Windows 11 rollout and domain migration. /n
• Excellent communication and documentation skills. /n
• Ability to manage multiple priorities and work under pressure. /n
• Experience in handling VIP support and global end-user training. /n Preferred Qualifications /n
• Bachelor's degree in Computer Science, Information Technology, or related field. /n
• IT certifications such as CompTIA A+, Microsoft Certified: Up-to-date Desktop Administrator Associate, or equivalent. /n
• Experience with MEM (Microsoft Endpoint Manager) and enterprise-level device management. /n
• Knowledge of ITIL processes and best practices. /n
• Prior experience in global IT support environments and handling large-scale rollouts. /n
• Familiarity with security incident management and compliance standards. /n Key Competencies /n
• Technical Expertise: Proficient in end-user computing and troubleshooting across hardware, OS, and applications. /n
• Problem-Solving: Ability to diagnose and resolve complex technical issues quickly. /n
• Customer Focus: Strong commitment to delivering high-quality support and ensuring user satisfaction. /n
• Collaboration: Skilled in working with cross-functional teams and external vendors. /n
• Adaptability: Comfortable handling urgent requests and dynamic priorities. /n
• Communication: Clear and professional communication for training, documentation, and stakeholder updates. /n
• Process Orientation: Attention to detail in ticket management and compliance.

📌 End-User Support Specialist (Sydney)
🏢 American IT Systems
📍 Sydney