Provide second level IT Support with a specific focus on excellent customer service for Heidelberg Materials Australia's internal customersJoin a national business where your technical expertise, problem-solving skills and customer focus will make a genuine impact.Heidelberg Materials Australia is seeking an experienced IT Support Analyst to join our Digital/IT team, providing high-quality Level 2 technical support to employees across the organisation.This is a hands-on role suited to someone who enjoys solving problems, working directly with customers and supporting a broad range of technologies in a large, geographically dispersed business.About the roleYou will provide responsive and professional technical support across desktop, infrastructure, networking and business systems.You will manage incidents and service requests through the Service Desk, troubleshoot and resolve issues, coordinate escalations and support the rollout and maintenance of IT infrastructure across our operations.You will also participate in an on-call roster supporting our 24/7 operations, with some travel required to provide proactive onsite support.Your key responsibilities will include:Providing Level 2 technical support via telephone, remote support and onsite assistanceManaging incidents and service requests within agreed service levelsTroubleshooting desktop, network, hardware and application issuesEscalating complex issues to Level 3 support teams and following through to resolutionSupporting the rollout of computers, networking equipment and other IT infrastructureConducting proactive site visits to maintain equipment and improve the customer experienceWorking with internal and external service providers to resolve technical issuesSupporting network connectivity and telecommunications environmentsDeveloping and maintaining IT documentation,



FAQs and Standard Operating ProceduresSupporting and managing small to medium IT projectsParticipating in the IT on-call support rosterAbout youYou are a technically capable IT professional who combines strong troubleshooting skills with an excellent approach to customer service.You are comfortable working independently, managing competing priorities and taking ownership of issues through to resolution.Ideally, you will bring:Demonstrated experience across IT Service Desk, Desktop Support, Systems Administration or Systems SupportStrong knowledge of Microsoft Windows 11, Microsoft Office, Outlook and Active DirectoryExperience supporting Microsoft server and enterprise environmentsExposure to Cisco and Fortinet networking technologiesExperience troubleshooting LAN/WAN and corporate network connectivityExperience supporting Citrix, XenApp, thin client and thick client environmentsExposure to ERP and business applications such as SAPExperience supporting mobile devices across Android and iOSExperience with VoIP and enterprise telephony environmentsStrong troubleshooting, analytical and problem-solving capabilityExcellent written and verbal communication skillsExperience developing technical documentation and SOPsStrong organisational, time management and project coordination skillsExperience working within a large organisation, ideally involving global teams and multiple time zonesMicrosoft or other relevant technical certifications will be highly regardedA willingness to travel as requiredWhat will make you successfulWe are looking for someone who genuinely enjoys helping people and takes ownership of delivering a excellent IT experience.You will be:Customer focused and service drivenProactive and comfortable using your initiativeCalm and effective when troubleshooting under pressureAble to prioritise multiple competing issuesComfortable working independentlyCollaborative and willing to support the broader teamDetail focused and disciplined in your approachPassionate about technology and continuously learningApply today to join Heidelberg Materials Australia and help deliver reliable, responsive and customer-focused IT support across our business.

📌 On Site Support Specialist (Sydney)
🏢 Heidelberg Materials
📍 Sydney