IT Helpdesk Support Officer

About the company

Redox is a publicly listed distributor of raw materials and ingredients with operations across Australia, New Zealand, Asia, and North America. Since being established in 1965, the business has grown to more than 400 employees and recorded over $1 billion in sales in the last financial year. It supports customers across more than 170 industries and combines the pace of a startup with the stability of a long-standing company. The organisation places strong emphasis on innovation, practical ideas, and modern ways of working, and is recognised as a Great Place to Work.

The role

This opportunity sits within the IT helpdesk team at the company’s head office in Minto, South-West Sydney. You will support internal users across a wide mix of hardware, software, and infrastructure tools, working alongside experienced systems engineers and developers. The role covers support for desktops, laptops, printers, telephony, network and security equipment, as well as several software platforms. You will work in a Windows Active Directory environment and gain exposure to current Microsoft technologies and other major vendors. As you build capability, you will also contribute to upgrade and rollout projects across local and remote sites.

Key duties

• Respond to helpdesk calls and keep an eye on incoming support queues
• Assess requests, investigate issues, and deliver first- and second-line support
• Hand over complex faults to senior systems engineers and external vendors when needed
• Create, update, and resolve tickets in Zendesk
• Carry out user account and access changes across multiple systems
• Install, maintain, and monitor operating systems and software
• Support IT purchasing and keep asset and licence records current
• Prepare technical notes and step-by-step how-to documentation

Working arrangement

The role offers a blend of office-based and work-from-home days after probation. The office is located in Minto, South-West Sydney, providing a chance to avoid a CBD commute and improve work-life balance.

About you

To succeed in this role, you should bring strong communication and customer service skills, a collaborative mindset, and the ability to work well on your own. You’ll need a sharp eye for detail, solid troubleshooting ability, and a good grasp of current Microsoft technologies. A minimum of one year’s experience in an IT helpdesk position is required, along with a tertiary IT qualification or a relevant certification from University, TAFE, Microsoft, or Cisco.

Technical exposure

Experience with the following tools and platforms will be valuable:

• Windows Server 2019 or later
• Windows 11
• Microsoft Teams
• Active Directory
• Microsoft 365 / Office 365
• Remote desktop technologies
• Networking and TCP/IP
• Apple and Android mobile devices
• Printer hardware
• Adobe Acrobat

Additional advantage

Exposure to the following technologies would be considered a plus:

• Cisco routers and switches
• Hyper-V
• IP telephony systems such as PABX, IPFX, and IP phones
• Windows desktop deployment tools such as MDT
• Microsoft Azure, Intune, Entra, and Microsoft 365

Rewards and benefits

• Competitive salary package including 17.5% leave loading
• Company performance-based bonus opportunities
• Annual salary review
• Daily lunch provided on site
• Paid volunteer day
• Friday afternoon social events
• Location approximately 10 minutes from the M5 motorway
• Secure parking on site

Eligibility and other requirements

Applicants must be eligible to work in Australia and successfully complete a National Police History check to be considered for this position. The employer is an equal opportunity organisation and asks that agencies do not contact them regarding this role.