[Urgent Search] Senior IT Support Engineer

Make The Connection.

Vix Technology is a global leader in providing innovative solutions for public transit, believing that accessibility should be a standard. With over 35 years of experience and systems deployed in more than 200 cities worldwide, we take a modular approach to integrate various partners and technologies, creating best-in-class solutions. Our dynamic team consists of over 450 dedicated professionals across 12 offices globally, spanning APAC, Europe, and North America. We pride ourselves on fostering a flexible and collaborative work environment that empowers our employees to connect and excel.

If you are passionate about making a difference in public transportation and thrive in a team-focused atmosphere, we invite you to apply and contribute to our vision of a more connected world.

Find out more about your new workplace

We are looking for a motivated and experienced Senior IT Support Engineer to join our Corporate IT team in Melbourne, Australia. Reporting to the IT Operations Manager, this role will directly support our growing Melbourne office while also assisting users around the world. This position combines hands on user support with technical ownership of onsite services, improvement of IT operations, and involvement in regional and global projects.

You will be the primary IT presence in the Melbourne office. You will ensure a reliable and secure technology experience through proactive support, maintenance of hardware and software, support for collaboration systems, and strong documentation. You will contribute to improvements in systems and processes, and provide technical guidance where needed.

This is a hybrid role requiring a minimum of 3 days per week in the Melbourne office, with additional onsite presence required at times based on operational needs.

What will you be responsible for?

- Providing Follow the Sun (F-T-S) support coverage and acting as a senior escalation point for IT incidents and service requests through the IT service desk platform, within set SLA

- Delivering high quality onsite support for Melbourne users and remote support for global users

- Deploying, maintaining, and supporting user devices including laptops, peripherals, and mobile devices, across Windows and macOS environments

- Completing onboarding and offboarding tasks, ensuring users have a smooth start or exit

- Supporting and maintaining meeting room technology, video conferencing systems, and audiovisual equipment

- Troubleshooting a broad range of issues across end user computing, applications, networking, and authentication

- Maintaining accurate documentation, knowledge base articles, and asset management records

- Assisting with procurement, vendor coordination, and lifecycle management of IT equipment

- Supporting cybersecurity initiatives including endpoint protection, identity and access management, compliance, and awareness

- Contributing to global IT improvement projects and deployments including Mac rollout, application migrations, and network enhancements

- Identifying opportunities to standardise processes, enhance automation, and improve service outcomes

- Escalating complex issues to senior engineers where required

- Assisting with the development and deployment of internal IT projects within the Corporate IT environment.

What does our ideal candidate look like?

You understand that IT is a customer focused profession and you take pride in creating a seamless user experience. You are confident working independently in a regional office but you are also an active contributor to a globally distributed team. You are proactive in solving problems, comfortable taking technical ownership, and committed to documentation, process improvement, and continuous learning. You enjoy building strong relationships and contributing to a positive team culture. Attention to detail and recognising that standardisation and documentation are essential to our success. You will be someone who loves to be social and have fun, be an approachable team member and actively contribute to the culture of the Corporate IT department and Vix Technology.

Essential Qualifications

- Tertiary qualification in Information Technology, or related discipline

- Proven experience in a hands on IT support role with responsibility for onsite services and user devices

- Strong troubleshooting skills across Windows, macOS, hardware, networking, and collaboration platforms

- Excellent communication and relationship building skills with a customer first mindset

- Ability to work independently and make informed decisions while collaborating effectively across time zones

- Strong attention to detail with a commitment to structured documentation and standardisation

Desirable (but not essential)

- ITIL Foundations Certification

- Experience supporting Google Workspace or Microsoft 365 environments

- Familiarity with Atlassian tools such as Jira and Confluence

- Certifications in relevant technologies such as CompTIA, Microsoft, or Cisco

- Experience supporting corporate network environments or cloud identity solutions

What’s in it for you?

Besides the opportunity to work for a global company that is customer and people focused. We offer:

- A supportive culture with great on-site offices

- A focus on learning and development

- A great collaborative team culture

Sounds good? Then apply now. Get on board today

Add your resume and anything else to showcase why you would be a great addition to our team.

No recruitment agencies, please We won’t accept any introductions.

Vix Technology is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. We are committed to the principle of equal employment opportunity for all people and want to build a workforce as diverse as the community we serve. We aim to have a work environment where everyone feels included and everyone can realise their full potential.

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