IT Support Engineer

At Hays Enterprise Solutions, our mission is to help organisations thrive by supporting their workforce needs. We partner with over thirty large organisations across Australia and New Zealand providing tailored solutions to ensure our clients have unrivalled access to top talent and unique market insights to build their evolving workforces. Our client is seeking an IT Support Engineer to join their Technology team on a 12-month fixed-term contract. Based in Melbourne , you will play a key role in delivering exceptional support to the business. Your challenge As a key member of the IT team, you will play a vital part in delivering exceptional support to our business and clients. You will primarily provide first and second-line end-user computing support (hardware and software) to users in our Australian offices. This role also involves contributing proactively to the continuous improvement of our end-user computing services and support processes. Additionally, you will participate in project-related tasks, such as hardware deployments, upgrades, and system enhancements. Your Responsibilities: Provide frontline support, receiving and handling email, telephone, and walk-up requests for service from internal and external customers, following agreed procedures. Triaging Service Requests and Incidents to appropriate teams Take full ownership of issues, tasks, and ad-hoc queries, maintaining accurate records and ensuring closure to the satisfaction of the requestor. Prioritise, diagnose, and resolve Incidents according to agreed SLAs and procedures. Fulfill Service Requests following documented processes and procedures. Carry out IT workstation deployments, moves, and replacement of desktop accessories when required. Image and deploy laptops for new starters and replacement devices. Provide support for Identity and Access Management (IAM), including user account provisioning, role-based access control, password resets, and troubleshooting authentication and authorisation issues. Create and maintain comprehensive process documentation. Manage the stock levels of IT consumable items and order replacement items as required. Collaborate with cross-functional teams to resolve complex technical issues when necessary. Liaise with suppliers for managed printer services, support request escalation to third-party vendors, and obtaining quotes for purchases. Identify and update changes to improve the end-user computing services. Provide basic troubleshooting for hardware, software, and networking issues, including printer services and audio-visual equipment (AV), escalating when required. Support project tasks or contribute to testing under the guidance of senior team members. Your skills and experience: Minimum 2 years as a Helpdesk / Technical Support Engineer or similar Experience in a financial services organisation is highly desirable Demonstrable experience in using and supporting Windows and Microsoft Office suite of products. Knowledge of Apple iOS devices. Good knowledge of email and messaging (Outlook/Exchange/Teams) Knowledge of endpoint management tools, such as Microsoft SCCM and Microsoft Intune Active Directory, GPO, management and troubleshooting Mobile device management (e.g. Microsoft Intune) Experience with an IT Service Management tool such as Service Now, JIRA or Ivanti. Working familiarity with ITIL service management practices is desirable. Ability to work within a team, understand the technical and business objectives and lead a team to provide a successful solution outcome. A strong commitment to customer-centric outcomes. High level communication and documentation skills. Your qualifications: Tertiary Qualification in Information Technology and/or Business or equivalent industry experience is desirable. ITIL v3 or 4 certification is desirable.