THE COMPANY

Join this successful Australian Financial Services organisation with 900+ employees where IT is managed entirely in-house and technology is treated as a genuine business enabler.

- Team culture focused on ownership/accountability, humility, collaboration, knowledge-sharing, and recognition.
- Non-micromanagement leadership style focused on empowering staff to utilise their expertise.
- Sophisticated IT environment with significant investment in modern technologies and AI.
- Technology is full managed in-house in Sydney, creating less restrictions and greater agility.
- Initially office-based to support onboarding/training, with hybrid flexibility available once you're established in the role.
- Newly created role due to growth.
- Impressive Sydney CBD offices.

ROLE SNAPSHOT

Newly created L2/L3 End User Support Engineer role focused on the resolution of complex technical escalations, customer service and communication, as well as project delivery.

Working in a close-knit internal IT team, mutual accountability, collaboration, and trust are critical.

Responsibilities:

- Advanced L2/L3 End User Support - across Microsoft Desktop environments, desktop hardware, mobile devices, printers, meeting rooms etc.
- Support and Administration - Microsoft 365, Active Directory, Intune, IAM platform.
- Identity and Access - troubleshoot MFA, SSO, authentication, and access issues
- RMM - endpoint monitoring, remote support, patching, and software deployment.
- Endpoint Security - support endpoint security, patching, and vulnerability remediation.
- Network and Connectivity - support & troubleshoot network issues - VPN, DNS/DHCP, Wi-Fi connectivity etc.
- ITSM - manage incidents and service requests and maintain up-to-date documentation and KBA's.




- Project Delivery - involvement in EUC related deployments, upgrades, improvement initiatives etc
- User onboarding/offboarding
- IT Asset Management

REQUIRED SKILLS / KNOWLEDGE / EXPERIENCE / PERSONAL QUALITIES

Suitable for a technically strong L2/L3 End User Support Engineer who enjoys being the person users rely on to solve complex escalations and deliver a great technology experience, rather than simply closing tickets.

Ideal if you're seeking a broad role that you can take ownership of, while continuing to develop technically and contribute to projects.

You don't need to be an expert in everything, but you should be comfortable supporting the wider Microsoft end-user environment. We're looking for the following:

- Strong L2-L3 EUC troubleshooting skills - including root-cause analysis and independent problem resolutions.
- Advanced Windows Desktop troubleshooting - including Microsoft 365 administration, support, and troubleshooting.
- Active Directory - strong administration & troubleshooting skills, including Group Policy, DNS integration, user & group management, permissions, authentication, and domain-related issues.
- SharePoint - Strong SharePoint Online administration and troubleshooting experience, including site management, permissions, access issues, document libraries, sharing policies,



OneDrive integration and migration activities.
- Endpoint Management and RMM - including patching, deploying updates, application packaging, monitoring/alerting, remote access troubleshooting etc.
- Identity - SSO, MFA and experience with Identity tools

- Competent networking fundamentals - VPN, DNS/DHCP

Attitude & personality:

- A proactive mindset, with the ability to identify improvements, take ownership and contribute beyond day-to-day ticket resolution.
- Humble, accountable, and comfortable learning from mistakes.
- Strong sense of teamwork, collaboration, and knowledge sharing.
- Excellent communication and customer-service skills with a robust sense of professionalism.
- Friendly, outgoing, and personable.
- Genuinely enjoys getting hands-on to support users and solve their problems.

This is full-time permanent role located in the Sydney CBD (hybrid working) and is offering $100,000 - $110,000 (plus super) + bonus potential.

Reference Number: 06800-(phone hidden)

This is a hybrid position.

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📌 /End User Support Engineer (New South Wales)
🏢 Robert Half
📍 New South Wales