Technical Support Specialist

About the Role

This opportunity is for an experienced Technical Support Specialist to join the Service Centre team. In this position, you will act as the main contact for resolving Level 1 and Level 2 managed service incidents, including Windows Server issues, third-party applications, end-user devices, and general administrative support. You will handle support requests through phone, email, and service management platforms.

The role is part of a 24x7 rotating roster operating Monday through Sunday.

Applicants must be Australian citizens.

About the Company

Experteq is an Australian-owned IT managed services and professional services business with more than 30 years of experience. The organisation supports over 50 clients across banking, finance, corporate, and government sectors, including a significant share of Australia’s Authorised Deposit Taking Institutions. Its teams work in highly regulated environments where security, compliance, and strong technical delivery are essential. Services span private and public cloud, end-user support, and business optimisation.

Key Duties

• Serve as the first contact for clients needing IT assistance and provide both first-line and limited second-line support.
• Work with customers and internal teams to resolve incidents and service requests efficiently.
• Record, track, and manage incidents, emails, requests, and related tasks in ServiceNow.
• Carry out software and hardware setup, installation, and configuration tasks.
• Help create, improve, and maintain standard operating procedures.
• Support additional projects and operational tasks as required.

Candidate Profile

• At least 3 years of hands-on IT support experience in a corporate setting.
• Based in Sydney and able to attend onsite rostered work when needed.
• Exposure to ServiceNow, including incidents, requests, tasks, and CMDB, is advantageous.
• Must already hold, or be able to demonstrate passing, a Microsoft Fundamentals certification such as AZ-900 or MS-900.
• Working knowledge of Azure fundamentals, including resource groups, virtual machines, identity, and basic cloud concepts.
• Sound networking knowledge covering DNS, DHCP, IP addressing, routing, and basic troubleshooting.
• Experience supporting Microsoft 365 administration, such as user setup, Outlook issues, MFA, and licensing.
• Strong ability to support Windows 10 and Windows 11, including profiles, policies, and device troubleshooting.
• Competence with Active Directory, including accounts, groups, password resets, permissions, and GPO effects.
• Basic exposure to endpoint management tools such as Intune, with comfort navigating the Azure portal and troubleshooting.
• Strong customer service mindset and a history of providing a high-quality support experience.
• Good analytical thinking and troubleshooting ability.
• ITIL knowledge will be considered an advantage.
• No criminal record and unrestricted permanent work rights in Australia are required.

Work Style and Benefits

This is a rostered hybrid role that is primarily performed from home, with occasional team social events during the year. The arrangement is covered by Experteq’s Hybrid Work Policy and may change.

Leave entitlements include 5 weeks of annual leave and an additional day off for your birthday.

Additional benefits include flexible hours around core times, a high-performance laptop, and a monthly mobile phone allowance. Employees also receive access to staff discounts across finance, health, real estate, and retail; regular team lunches, learning activities, industry events, and celebrations; study leave assistance; wellbeing support such as Mental Health First Aid officers, a confidential EAP, and annual flu vaccinations; opportunities to grow through projects and diverse technologies; and recognition programs including service awards and employee referral bonuses.

Diversity and Recruitment Notice

The company values diversity and inclusion and is committed to providing an environment free from discrimination and harassment. Recruitment agencies are asked not to send unsolicited resumes or profiles to employees, as these will not be accepted.