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



technology rollouts, system upgrades, migrations and office technology initiatives. /n
- Assist with hardware deployment, endpoint management, software installation and configuration. /n
- Support the implementation and improvement of desktop operations, IT processes and end-user technology. /n
- Coordinate with regional and global IT teams to deliver projects and maintain consistent technology standards. /n
- Maintain IT asset inventories, configuration records, technical documentation and operational procedures. /n /n 3. Office & Regional IT Operations /n /n
- Provide IT support across the firm's Sydney and Melbourne offices, travelling between locations when required. /n
- Support internal meetings, business events and video conferencing setups. /n
- Coordinate with global support teams to resolve technical issues and ensure consistent service delivery. /n
- Maintain clear communication with users and stakeholders, providing timely updates on incidents and requests. /n
- Follow IT security policies, operational procedures and service management standards. /n Requirements/n Technical Experience /n /n
- At least 1 years of experience in desktop support, IT service desk, end-user computing or IT operations. /n
- Previous experience supporting a corporate environment; experience in financial services,



investment management or other skilled services environments is highly regarded. /n
- Strong knowledge of Windows 10/11, macOS and iOS. /n
- Experience with Microsoft 365 applications, including Outlook, Teams, SharePoint and OneDrive; familiarity with Power BI is advantageous. /n
- Experience with endpoint management tools such as SCCM or Microsoft Endpoint Manager. /n
- Familiarity with remote support tools such as Zscaler, LogMeIn or equivalent solutions. /n
- Good understanding of desktop hardware, basic networking, user access management and IT troubleshooting. /n
- Basic scripting knowledge and experience with ITSM tools are advantageous. /n
- Exposure to IT infrastructure projects, office technology rollouts or system migrations is highly desirable. /n /n Communication & Personal Attributes /n /n
- Excellent English communication skills, both verbal and written, are essential. /n
- Strong customer service skills, with the ability to support senior stakeholders and users from diverse backgrounds. /n
- Proactive, organised and detail-oriented, with strong problem-solving skills. /n
- Able to work independently while collaborating effectively with regional and global IT teams. /n
- Willingness to travel between Sydney and Melbourne as required. /n
- Korean or Japanese language skills would be an advantage. /n

Working Hours
& Travel/n /n
- Standard

working hours
Monday to Friday, 8:00 AM to 5:00 PM. /n
- No rotating shift duties. /n
- Travel between the Sydney and Melbourne offices may be required. /n
- Flexibility to support occasional business-critical activities may be required, subject to business needs and agreed arrangements. /n /n /n

📌 IT Support Engineer (Sydney)
🏢 Alan Partners
📍 Sydney