/n Provide second level IT Support with a specific focus on excellent customer service for Heidelberg Materials Australia’s internal customers/n /n /n Join a national business where your technical expertise, problem-solving skills and customer focus will make a genuine impact. /n 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. /n 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. /n About the role /n You will provide responsive and professional technical support across desktop, infrastructure, networking and business systems. /n 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. /n You will also participate in an on-call roster supporting our 24/7 operations, with some travel required to provide proactive onsite support. /n Your key responsibilities will include: /n /n

- Providing Level 2 technical support via telephone, remote support and onsite assistance

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- Managing incidents and service requests within agreed service levels

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- Troubleshooting desktop, network, hardware and application issues

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- Escalating complex issues to Level 3 support teams and following through to resolution

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- Supporting the rollout of computers,



networking equipment and other IT infrastructure

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- Conducting proactive site visits to maintain equipment and improve the customer experience

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- Working with internal and external service providers to resolve technical issues

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- Supporting network connectivity and telecommunications environments

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- Developing and maintaining IT documentation, FAQs and Standard Operating Procedures

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- Supporting and managing small to medium IT projects

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- Participating in the IT on-call support roster /n /n About you /n You are a technically capable IT professional who combines strong troubleshooting skills with an excellent approach to customer service. /n You are comfortable working independently, managing competing priorities and taking ownership of issues through to resolution. /n Ideally, you will bring: /n /n
- Demonstrated experience across IT Service Desk, Desktop Support, Systems Administration or Systems Support

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- Strong knowledge of Microsoft Windows 11, Microsoft Office, Outlook and Active Directory

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- Experience supporting Microsoft server and enterprise environments

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- Exposure to Cisco and Fortinet networking technologies

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- Experience troubleshooting LAN/WAN and corporate network connectivity

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- Experience supporting Citrix, XenApp, thin client and thick client environments

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- Exposure to ERP and business applications such as SAP

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- Experience supporting mobile devices across Android and iOS

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- Experience with VoIP and enterprise telephony environments

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- Robust troubleshooting, analytical and problem-solving capability

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- Excellent written and verbal communication skills

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- Experience developing technical documentation and SOPs

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- Strong organisational, time management and project coordination skills

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- Experience working within a large organisation, ideally involving global teams and multiple time zones

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- Microsoft or other relevant technical certifications will be highly regarded

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- A willingness to travel as required /n /n What will make you successful /n We are looking for someone who genuinely enjoys helping people and takes ownership of delivering a great IT experience. /n You will be: /n /n
- Customer focused and service driven

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- Proactive and comfortable using your initiative

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- Calm and effective when troubleshooting under pressure

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- Able to prioritise multiple competing issues

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- Comfortable working independently

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- Collaborative and willing to support the broader team

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- Detail focused and disciplined in your approach

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- Passionate about technology and continuously learning /n /n Apply today to join Heidelberg Materials Australia and help deliver reliable, responsive and customer-focused IT support across our business. /n

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