IT Helpdesk Support Officer

About the Company

Redox is an ASX-listed distributor of raw materials and ingredients with offices across Australia, New Zealand, Asia, and North America. Founded in 1965, the business supports more than 170 industries worldwide and employs over 400 people, with annual sales exceeding $1 billion in the last financial year. The company combines the stability of a long-established organisation with a fast-moving, innovative culture and is recognised as a Great Place to Work.

The Role

This opportunity sits within the IT helpdesk team at the head office in Minto, south-west Sydney. The role supports internal users across a broad range of hardware and software, including desktops, laptops, printers, telephony, network and security equipment, and multiple software platforms. You will work closely with systems engineers and developers in a Windows Active Directory environment and gain exposure to modern Microsoft and other vendor technologies. As your capabilities develop, you may also contribute to local and multi-site hardware and software rollout projects.

Key Duties

• Handle incoming calls and keep an eye on helpdesk queues.
• Assess support requests, diagnose issues, and deliver first- and second-level assistance.
• Route complex problems to third-level systems engineers or external support partners.
• Record, amend, and resolve tickets in Zendesk.
• Carry out user account and access changes across several systems.
• Install, maintain, and monitor operating systems and software.
• Support procurement activities and keep internal asset and licence records up to date.
• Create technical notes and step-by-step how-to documentation.

Working Arrangement

The role offers a combination of on-site and home-based work after probation. The office is located in Minto, south-western Sydney, providing an alternative to commuting into the CBD and supporting better work-life balance.

What We’re Looking For

• Strong communication, interpersonal, and customer service abilities.
• At least 1 year of experience in an IT helpdesk position.
• A tertiary IT qualification or certification through university, TAFE, Microsoft, or Cisco.
• Good practical knowledge of current Microsoft technologies and platforms.
• The ability to work autonomously while also contributing effectively to a team.
• Excellent attention to detail and solid troubleshooting skills.

Technical Exposure

• Windows Server 2019 and newer versions.
• Windows 11.
• Microsoft Teams.
• Active Directory.
• Office 365.
• Remote desktop tools.
• Networking and TCP/IP.
• Mobile devices, including Apple and Android.
• Printer hardware.
• Adobe Acrobat.

Advantageous Experience

• 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.
• Performance-based bonuses.
• Annual salary review.
• Daily onsite lunch.
• Paid volunteer day.
• Friday afternoon social activities.
• Location around 10 minutes from the M5 motorway.
• Secure onsite parking.

Additional Information

Applicants must be eligible to work in Australia and will need to complete a National Police History check before starting. All applications are handled confidentially in line with equal employment opportunity requirements and privacy legislation. Recruitment agencies are not required for this role.

How to Apply

Please submit a current resume through the company careers page.