About the role
Provide second level IT Support with a specific focus on excellent customer service for Heidelberg Materials Australia's internal customers Join 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.
You 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.
Providing Level 2 technical support via telephone, remote support and onsite assistance
Managing incidents and service requests within agreed service levels
Troubleshooting desktop, network, hardware and application issues
Escalating complex issues to Level 3 support teams and following through to resolution
Supporting the rollout of computers, networking equipment and other IT infrastructure
Conducting proactive site visits to maintain equipment and improve the customer experience
Working with internal and external service providers to resolve technical issues
Supporting network connectivity and telecommunications environments
Developing and maintaining IT documentation, FAQs and Standard Operating Procedures
Supporting and managing small to medium IT projects




Participating in the IT on-call support roster
About you
You 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.
Demonstrated experience across IT Service Desk, Desktop Support, Systems Administration or Systems Support
Strong knowledge of Microsoft Windows 11, Microsoft Office, Outlook and Active Directory
Experience supporting Microsoft server and enterprise environments
Exposure to Cisco and Fortinet networking technologies
Experience troubleshooting LAN/WAN and corporate network connectivity
Experience supporting Citrix, XenApp, thin client and thick client environments
Exposure to ERP and business applications such as SAP
Experience supporting mobile devices across Android and iOS
Experience with VoIP and enterprise telephony environments
Strong troubleshooting, analytical and problem-solving capability
Excellent written and verbal communication skills
Experience developing technical documentation and SOPs
Strong organisational, time management and project coordination skills
Experience working within a large organisation, ideally involving global teams and multiple time zones
Microsoft or other relevant technical certifications will be highly regarded
A willingness to travel as required
What will make you successful




We are looking for someone who genuinely enjoys helping people and takes ownership of delivering a great IT experience.
You will be:
Customer focused and service driven
Proactive and comfortable using your initiative
Calm and effective when troubleshooting under pressure
Able to prioritise multiple competing issues
Comfortable working independently
Collaborative and willing to support the broader team
Detail focused and disciplined in your approach
Passionate about technology and continuously learning
Shaping the future, building successes Heidelberg Materials - your springboard into the future of the construction materials industry.
As a globally leading company in the construction sector, we manufacture one of the most widely used products, paving the way not only toward more sustainable production but also toward your personal success story.
Our bold and innovative approach focuses on massive CO2 reduction, efficient recycling technologies, and digital solutions - setting recent standards for the industry.
In our globally connected and locally rooted community, your ideas have the power to shape a better tomorrow for people.
With us, you're not just shaping the industry's future; you're shaping your own.
Let's get to work!
Heidelberg Materials is one of the world's largest integrated manufacturers of building materials and solutions with leading market positions in cement, aggregates, and ready-mixed concrete.
We are represented in more than 50 countries with around 51,000 employees at almost 3,000 locations.
At the centre of our actions lies the responsibility for the environment.
As the front runner on the path to carbon neutrality and circular economy in the building materials industry, we are working on sustainable building materials and solutions for the future.
We enable new opportunities for our customers through digitalisation.
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📌 On Site Support Specialist (Sydney)
🏢 026 Heidelberg Materials Australia
📍 Sydney