Senior IT Support Technician

About Fitness & Lifestyle Group:

Fitness and Lifestyle Group (FLG) is Asia-Pacific's largest diversified fitness, health and wellness group, headquartered in Australia. We truly make a meaningful, positive impact on people's lives through innovative and diversified fitness, health and wellness offerings across physical and digital platforms. Put simply, our purpose is to empower our global community to live stronger and happier lives.

Our portfolio of globally recognised brands includes Fitness First Australia, Barry's Bootcamp, Goodlife Health Clubs Australia, Jetts, and Zap. With 300+ physical locations across Australia, New Zealand, Singapore, and Thailand in addition to its on-demand digital health and fitness programs, FLG currently helps almost a million people live healthier and more active lives.

The opportunity:

Join Fitness & Lifestyle Group (FLG) 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 L2 or L3 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):

IT Support & Escalation

• Act as the primary escalation point for the Service Desk team, providing advanced troubleshooting and resolution for complex issues.
• Diagnose and resolve hardware, software, systems, and network problems across a wide range of technologies.
• Troubleshoot Modern Workplace, Cloud, and Security-related issues, ensuring all appropriate steps are taken before escalating to Level 3 teams.

Access Control & SME Responsibilities

• Act as the Subject Matter Expert (SME) for the Kisi Digital Access Control system across all our clubs.
• Troubleshoot and resolve member access issues, ensuring all internal troubleshooting is completed before vendor engagement.

Knowledge Management

• Create and maintain internal knowledge base articles to support Service Desk Agents and ensure consistency in support delivery.
• Ensure documentation is regularly reviewed and updated to reflect current systems, processes, and contact information.

Support

• Provide mentorship and training to Service Desk team members to uplift capability and knowledge.
• Assist in the delivery of IT projects as directed by IT Leadership, contributing technical expertise and support.

About you:

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 documentation practices
• 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

In return we offer you:

• A passionate, innovative, energetic, and supportive culture. It's something we're really proud of at FLG, and you'll feel part of the family from day one
• You'll also benefit from our industry-leading learning and development offering - we pride ourselves on supporting and developing our team members, providing them with the learning and skills they need to build a long-term career with us
• Hybrid working (a mixture of in-office and work from home)
• A competitive salary package + a wide range of benefits including a free gym membership for you and the person of your choice
• Additional benefits as part of our recognition of service scheme

Our Commitment to Diversity and Inclusion:

At Fitness and Lifestyle Group we bring positive energy and attitude to work every day, we are proud of who we are and who we work for. We don't just accept individuality; we encourage it and acknowledge the value diversity and inclusivity brings to our organisation. We pride ourselves on empowering our team to be their authentic selves at work.

We welcome applications from Aboriginal and Torres Strait Islander People, people of all ages, race, sex, intersex status, gender identity, sexual orientation, people with a disability and from other diverse backgrounds.

Apply Now

Please click 'Apply' to submit a resume that details your experience, attributes, and achievements.