# IT Onsite Support Specialist **Company**: WSP **Location**: Sydney, New South Wales **Work arrangement**: onsite **Experience**: mid **Job type**: full-time **Category**: IT **Industry**: Consulting **Apply**: https://emit.fa.ca3.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_2001/job/97287?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/job/it-onsite-support-specialist-dfd57da8-d40/ ## Description 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 For more fresh new jobs, check out [yubhub.co](https://yubhub.co/). ## Skills ### Required - Microsoft 365 - ServiceNow - ITIL - TCP/IP - DHCP - DNS - Wi-Fi - VPN - Microsoft Teams - SharePoint - OneDrive - Outlook - Teams Rooms - Windows Autopilot - Microsoft Intune ### Nice to have - ITIL v4 Foundations Certification - Experience supporting Microsoft Teams Rooms - Experience with hardware asset lifecycle management - Experience supporting enterprise Microsoft 365 environments --- Source: [Apply at emit.fa.ca3.oraclecloud.com](https://emit.fa.ca3.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_2001/job/97287?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)