Job Description
/n Description/n /n We are looking for an IT Onsite Support Specialist to provide responsive, practical and customer-focused technology support across our Sydney office and associated regional offices. You will play an important role in keeping our day-to-day technology services operating effectively, resolving technical issues and ensuring our people have the tools and support they need to do their best work. /n What you’ll do /n Reporting to the IT Onsite Support Lead AU, you will provide technical support across end-user devices, applications, meeting rooms and collaboration technologies. /n Onsite support and customer experience /n /n
- Provide 2nd-level support for incidents and service requests relating to desktops, laptops, mobile devices, peripherals, operating systems, Microsoft 365, approved business applications, connectivity and collaboration technologies. /n
- Deliver professional, client-focused support through explicit communication, active ownership, appropriate prioritisation and timely resolution or escalation. /n
- Provide hands-on deskside support and practical guidance to users with varying levels of technical knowledge. /n
- Ensure day-to-day onsite IT services are operational and available and proactively identify issues that may affect users or office operations. /n
- Support onboarding, offboarding and user lifecycle activities, including equipment preparation, deployment, recovery and access-related coordination. /n /n Meeting rooms and collaboration technology /n /n
- Provide proactive support and maintenance for Microsoft Teams Rooms, audio-visual systems, digital collaboration technologies and meeting room infrastructure. /n
- Complete regular meeting room health checks,



respond quickly to meeting-impacting issues and coordinate escalation to internal teams or specialist vendors when required. /n
- Support important meetings and events where onsite technical assistance is required. /n /n Endpoint and asset lifecycle management /n /n
- Install, configure, test, deploy and support standard hardware and software, including device builds, updates and approved applications. /n
- Manage device provisioning, deployment, refresh, replacement, recovery and decommissioning in accordance with global standards and processes. /n
- Maintain accurate asset, inventory and configuration records in the Configuration Management Database (CMDB), supporting audit and governance requirements. /n
- Coordinate hardware warranty repairs, vendor activities and secure equipment handling as required. /n /n Service management, security and continuous improvement /n /n
- Ensure incidents, requests, tasks, asset activities and support actions are accurately recorded and managed in ServiceNow in accordance with ITSM processes, service level commitments and knowledge management standards. /n
- Meet agreed operational targets, productivity expectations and customer service standards, while maintaining quality and attention to detail. /n
- Create, review and maintain clear Knowledge Base articles and support documentation to improve consistency, self-service and team capability. /n
- Identify recurring issues and opportunities to improve service quality, operational efficiency,



user experience and process effectiveness. /n
- Promote cyber security best practices and promptly identify and escalate suspected security incidents, vulnerabilities or non-compliant technology use. /n
- Collaborate with local, regional and global resolver teams, and participate in technology deployments, office changes, projects and integration activities as required. /n /n Professional responsibilities /n /n
- Adhere to Front Line Services governance, approved procedures, WSP guiding principles and all applicable Safety, Health, Environment and Quality obligations. /n
- Maintain regular onsite presence and travel to associated regional offices when required to support users, office operations and technology activities. /n
- Take responsibility for ongoing development through regular Thrive conversations, required learning and maintaining relevant capability records, registrations or licences. /n
- Perform other duties reasonably incidental to the position, as directed by the Company from time to time. /n /n /n Role Specific Qualifications and Experience /n /n
- Qualification in a computing discipline and/or a minimum of 2 years relevant experience in an IT support function. /n
- Enthusiastic and passionate about IT service delivery and the delivery of a high-quality end-user experience. /n
- Contemporary working knowledge of a broad range of end-user computing technologies including desktop and laptop hardware, operating systems, peripherals, mobile devices, collaboration technologies, and productivity applications. /n
- Working knowledge of networking technologies and protocols including TCP/IP, DHCP, DNS, Wi-Fi, VPN, and basic network troubleshooting. /n
- High-level competency in Micro

📌 IT Onsite Support Specialist (Sydney)
🏢 WSP
📍 Sydney