Senior IT Support Engineer

Overview

Provide onsite and remote IT support, device management, and project assistance for Melbourne users.

Key Responsibilities

• cybersecurity
• onsite support
• device deployment
• asset management
• project deployment
• av support

Tasks

You will be the primary IT presence in the Melbourne office. You will ensure a reliable and secure technology experience through proactive support, maintenance of hardware and software, support for collaboration systems, and strong documentation. You will contribute to improvements in systems and processes, and provide technical guidance where needed. -Supporting cybersecurity initiatives including endpoint protection, identity and access management, compliance, and awareness -Delivering high quality onsite support for Melbourne users and remote support for global users -Escalating complex issues to senior engineers where required -Assisting with procurement, vendor coordination, and lifecycle management of IT equipment -Identifying opportunities to standardise processes, enhance automation, and improve service outcomes -Deploying, maintaining, and supporting user devices including laptops, peripherals, and mobile devices, across Windows and macOS environments -Maintaining accurate documentation, knowledge base articles, and asset management records -Contributing to global IT improvement projects and deployments including Mac rollout, application migrations, and network enhancements -Troubleshooting a broad range of issues across end user computing, applications, networking, and authentication -Supporting and maintaining meeting room technology, video conferencing systems, and audiovisual equipment -Providing Follow the Sun (F-T-S) support coverage and acting as a senior escalation point for IT incidents and service requests through the IT service desk platform, within set SLA -Assisting with the development and deployment of internal IT projects within the Corporate IT environment -Completing onboarding and offboarding tasks, ensuring users have a smooth start or exit

Requirements

• senior
• itil
• atlassian
• microsoft 365
• comptia
• troubleshooting

What You Bring

We are looking for a motivated and experienced Senior IT Support Engineer to join our Corporate IT team in Melbourne, Australia. Reporting to the IT Operations Manager, this role will directly support our growing Melbourne office while also assisting users around the world. This position combines hands on user support with technical ownership of onsite services, improvement of IT operations, and involvement in regional and global projects. You understand that IT is a customer focused profession and you take pride in creating a seamless user experience. You are confident working independently in a regional office but you are also an active contributor to a globally distributed team. You are proactive in solving problems, comfortable taking technical ownership, and committed to documentation, process improvement, and continuous learning. You enjoy building strong relationships and contributing to a positive team culture. Attention to detail and recognising that standardisation and documentation are essential to our success. You will be someone who loves to be social and have fun, be an approachable team member and actively contribute to the culture of the Corporate IT department and Vix Technology. Desirable (but not essential) This is a hybrid role requiring a minimum of 3 days per week in the Melbourne office, with additional onsite presence required at times based on operational needs. -Ability to work independently and make informed decisions while collaborating effectively across time zones -Proven experience in a hands on IT support role with responsibility for onsite services and user devices -Experience supporting corporate network environments or cloud identity solutions -Tertiary qualification in Information Technology, or related discipline -Familiarity with Atlassian tools such as Jira and Confluence -Certifications in relevant technologies such as CompTIA, Microsoft, or Cisco -ITIL Foundations Certification -Experience supporting Google Workspace or Microsoft 365 environments -Excellent communication and relationship building skills with a customer first mindset -Strong attention to detail with a commitment to structured documentation and standardisation -Strong troubleshooting skills across Windows, macOS, hardware, networking, and collaboration platforms

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Benefits

-A great collaborative team culture -A supportive culture with great on-site offices

About Vix Technology

-The company specializes in innovative fare collection solutions, enabling cities and transport authorities to deliver seamless, digital payment experiences. -With a focus on integrated and scalable systems, the company offers solutions tailored to both public and private transport sectors. -The company's projects typically involve implementing contactless payment systems for buses, trains, and ferries, enhancing efficiency for millions of passengers. -Their systems support a wide variety of transport modes across multiple countries, ensuring reliability and operational flexibility. -Cutting-edge technology ensures secure, real-time transactions, improving efficiency in urban mobility.

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