Senior IT Support Technician

6 days ago

City of Brisbane, Australia Fitness & Lifestyle Group Full time

as a Senior IT Support Technician in our dynamic IT Support team. Based in Brisbane, you’ll collaborate with external vendors, FLG support office teams, and Club staff to resolve IT issues across our 300+ locations in Australia, New Zealand, Singapore, and Thailand. Leveraging your strong L1 or L2 experience, you’ll provide exceptional customer service, tackling desktop and application challenges with sharp problem-solving skills. Your ability to problem solve and deliver timely resolutions will ensure seamless IT operations, empowering our global community to live stronger, happier lives.As the primary escalation point for complex issues, you’ll bridge the IT Support team with our Modern Workplace, Cloud, and Security teams, ensuring smooth communication and incident handovers. You’ll play a key role in continuous improvement initiatives, enhancing processes across these domains. Beyond core support, you’ll maintain an up-to-date knowledge base, covering access control systems, Service Desk processes, escalation protocols, vendor support, and stakeholder contacts. Your proactive approach and resilience will help balance service expectations with adherence to policies, driving operational excellence.If you thrive in a fast-paced environment, excel at problem-solving, and are passionate about supporting innovative fitness and wellness solutions, this role is for you. Join FLG to make a meaningful impact, supporting almost a million people in their health and fitness journeys. **Key duties and responsibilities include** (but are not limited to): **Access Control & SME Responsibilities** **Knowledge Management** Create and maintain internal knowledge base articles to support Service Desk Agents and ensure consistency in support delivery.Provide mentorship and training to Service Desk team members to uplift capability and knowledge. **Qualifications:** Relevant tertiary IT qualifications and certification or related discipline OR equivalent industry experience (A few years of experience)**Essential experience:**Microsoft Certifications or relevant experience Strong analytical troubleshooting skills Strong customer facing skills Experience working with a project team rolling out applications or systems and finding resolutions of systemic problems**Desirable experience:** Experience in Kisi Access Control Systems Experience troubleshooting access control hardware issues * Complementary all access Goodlife Gym Membership, plus one for a friend* FLG is committed to promoting a healthy work-life balance. We offer a hybrid work model, mixing 60/40 office (Monday, Tuesday and Thursday) and work-from-home responsibilities.* Modern open-plan office with onsite cafe and complimentary barista coffee (Brisbane)* Anniversary leave days and additional complimentary memberships through FLG's Recognition of Service Program* Be recognised and rewarded by your peers for living our values with FLG's People's Champion awards* Enjoy exclusive employee discounts with industry leading fitness, travel, fashion and retail brands through FLG's partner discount program* Leading paid parental leave program* Employee Assistance Program
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