About the Role
 
We’re looking for a motivated Support Analyst to become the go-to support specialist for our users, helping them navigate technology challenges with confidence.
 
Reporting to the Service Delivery Manager, you will provide exceptional customer service by resolving incidents, fulfilling service requests, performing routine administration, and ensuring end-user hardware and systems operate smoothly.
 
This role also contributes to project work as a technical resource and plays a key part in onboarding new employees through technology inductions.

What You’ll Be Doing

• Proactively identify problems and co-ordinate / perform root cause analysis to resolve.  
• Proactively improve and enhance desktop and application services reliability and efficiency.  
• Serve as a point of contact for resolving technical problems related to hardware, software, network, and system issues.  
• Responsible for proactive day to day management of desktop platforms and systems which relate to IaaS, PaaS, SaaS, BaaS.  
• Perform routine system checks, patching, SOE tasks and scheduled maintenance.
• Proactively monitor systems and respond to issues with a customer-first mindset.  
• Develop and maintain documentation, knowledge base articles, and training materials for IT support teams and end-users.  
• Prepare reports for the Technology Operations leadership team as required.  
• Participate as a technical resource in technology projects
• Participate in the extended-hours support roster (8 am – 6 pm)
• Occasionally work outside business hours to support deployments, projects or major incidents

 About You
You’re proactive, customer-centric and technically capable — someone who loves solving problems and contributing to a great employee experience.
 
Required Skills & Experience
•    2–5 years’ experience in a similar IT support role (ideally in a mid-sized business)
•    Bachelor's degree in IT, Computer Science or equivalent experience
•    Strong understanding of Windows OS, hardware, and basic networking
•    Experience in: 
o    VDI (preferably Citrix)
o    Virtualisation (preferably VMware)
o    Microsoft technologies (AD/Entra, SQL, M365, SCCM, Teams)
o    SOE and patch management
o    Supporting remote and onsite users
•    Excellent written and verbal communication skills
•    Ability to manage multiple tasks, work independently and perform under pressure
•    Strong customer service orientation with a professional, empathetic approach

Desirable Skills
•    ITIL framework understanding
•    Certifications (CompTIA A+/N+/Security+, Microsoft Endpoint Administrator)
•    Experience with Intune
•    PCI-DSS understanding
•    Experience in Australian mortgage or financial services industries
•    PowerShell or automation tooling exposure

Attributes
•    Customer focused with strong people and relationship-building skills
•    Positive, proactive and outcome driven
•    Able to work autonomously with minimal direction
•    Strong attention to detail and problem solving skills

What’s in it for You?
At Resimac, your growth and wellbeing matter. You’ll enjoy:
•    WFH flexibility
•    Monthly Wellness Hour – take 2 hours for you
•    Supportive, friendly and approachable team culture
•    Internal development and cross-training opportunities
•    Reward platform with discounts, cashback and deals
•    Daily breakfast bar
•    Monthly cake day
•    Paid parental leave (16 weeks)
•    Salary packaging, EAP and external professional development

Resimac is committed to building a diverse and inclusive workplace and encourages applications from Aboriginal and Torres Strait Islander peoples, LGBTI communities, mature workers, people with disability, and people from culturally diverse backgrounds.

Please note that unsolicited applications from recruitment agencies will not be accepted.