IT Onsite Support Specialist

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.

Responsibilities

Onsite support and customer experience

• 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.
• Deliver professional, client-focused support through clear communication, active ownership, appropriate prioritisation and timely resolution or escalation.
• Provide hands-on deskside support and practical guidance to users with varying levels of technical knowledge.
• Ensure day-to-day onsite IT services are operational and available and proactively identify issues that may affect users or office operations.
• Support onboarding, offboarding and user lifecycle activities, including equipment preparation, deployment, recovery and access-related coordination.

Meeting rooms and collaboration technology

• Provide proactive support and maintenance for Microsoft Teams Rooms, audio-visual systems, digital collaboration technologies and meeting room infrastructure.
• Complete regular meeting room health checks, respond quickly to meeting-impacting issues and coordinate escalation to internal teams or specialist vendors when required.
• Support important meetings and events where onsite technical assistance is required.

Endpoint and asset lifecycle management

• Install, configure, test, deploy and support standard hardware and software, including device builds, updates and approved applications.
• Manage device provisioning, deployment, refresh, replacement, recovery and decommissioning in accordance with global standards and processes.
• Maintain accurate asset, inventory and configuration records in the Configuration Management Database (CMDB), supporting audit and governance requirements.
• Coordinate hardware warranty repairs, vendor activities and secure equipment handling as required.

Service management, security and continuous improvement

• 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.
• Meet agreed operational targets, productivity expectations and customer service standards, while maintaining quality and attention to detail.
• Create, review and maintain clear Knowledge Base articles and support documentation to improve consistency, self-service and team capability.
• Identify recurring issues and opportunities to improve service quality, operational efficiency, user experience and process effectiveness.
• Promote cyber security best practices and promptly identify and escalate suspected security incidents, vulnerabilities or non-compliant technology use.
• Collaborate with local, regional and global resolver teams, and participate in technology deployments, office changes, projects and integration activities as required.

Professional responsibilities

• Adhere to Front Line Services governance, approved procedures, WSP guiding principles and all applicable Safety, Health, Environment and Quality obligations.
• Maintain regular onsite presence and travel to associated regional offices when required to support users, office operations and technology activities.
• Take responsibility for ongoing development through regular Thrive conversations, required learning and maintaining relevant capability records, registrations or licences.
• Perform other duties reasonably incidental to the position, as directed by the Company from time to time.

Requirements

• Qualification in a computing discipline and/or a minimum of 2 years relevant experience in an IT support function.
• Enthusiastic and passionate about IT service delivery and the delivery of a high-quality end-user experience.
• 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.
• Working knowledge of networking technologies and protocols including TCP/IP, DHCP, DNS, Wi-Fi, VPN, and basic network troubleshooting.
• High-level competency in Microsoft 365 applications and services including Outlook, Teams, OneDrive, SharePoint, Office applications, and collaboration technologies.
• Working knowledge of ServiceNow, IT service management (ITSM) processes, and ITIL methodologies.
• ITIL v4 Foundations Certification (Desirable)
• Working knowledge of Microsoft Intune, Windows Autopilot, and modern endpoint management technologies (Desirable)
• Experience supporting Microsoft Teams Rooms, audio-visual systems, and meeting room technologies (Desirable)
• Experience with hardware asset lifecycle management and Configuration Management Database (CMDB) processes (Desirable)
• Experience supporting enterprise Microsoft 365 environments and corporate standard operating procedures (Desirable)
• Experience in supporting digital engineering applications (Desirable)
• Maintain a current Driver’s Licence