Senior Onsite Support

Company Description

Supporting millions of Aussies since 1988 with low fees and competitive long-term performance. Profits back to members, not shareholders

Closing date: 24th August 2025

Please note Rest does not accept speculative resumes from recruitment agencies

Rest will review applications prior to the closing date and may close the role earlier

Job Description

Established in 1988, Rest is one of Australia's largest profit-to-member superannuation funds.

We support nearly two million members, with around $86 billion of funds under management and are recognised as a responsible investment leader*. We believe when members understand and engage with their super, they're more likely to get a better retirement outcome.

Everything we do at Rest is underpinned by our values and behaviours, we want to Be Daring, Keep it Simple, Take Action and Have Grit. To put it simply we want our people to thrive and love the work they do.

The Senior Onsite Support Engineer serves as the technical lead and escalation point within the onsite support team, ensuring the delivery of advanced troubleshooting, strategic support, and operational excellence across all office technologies. This role is responsible for guiding junior engineers, managing complex incidents, and coordinating post-outage verification testing. It also plays a key role in AV system reliability, process improvement, and cross-functional collaboration to enhance the end-user experience and maintain business continuity.

Some key accountabilities of the role:

• Mentor onsite support staff and provide escalation support to ensure consistent, high-quality service.
• Serve as the go-to for complex technical issues, coordinating cross-functional resolution and root cause analysis.
• Create and maintain technical documentation and best practice guides.
• Troubleshoot and support AV systems, meeting room tech, and digital signage.
• Conduct post-outage testing to ensure full system restoration.
• Evaluate emerging technologies and recommend improvements.
• Collaborate with facilities to resolve infrastructure-related tech issues.
• Lead equipment deployments, relocations, and tech refresh projects.
• Ensure smooth onboarding by validating setups and resolving access issues.
• Maintain accurate records of support activities and configurations.
• Monitor trends and feedback to drive service improvements.
• Provide after-hours support for critical incidents and maintenance.
• Promote a culture of customer service excellence and tech adoption.

Qualifications

• Advanced diploma or degree in Information Technology, Computer Science, or a related discipline, or equivalent senior-level experience in technical support.
• ITIL 4 Foundation certification (higher-level ITIL or onsite support specific certification desirable).

Required experience, understanding or credentials including:

• Extensive experience in onsite support roles, including leadership or mentoring responsibilities within a technical team.
• Deep technical expertise in hardware, software, networking, and enterprise-level support tools.
• Proven experience supporting and troubleshooting complex audio-visual systems, meeting room technologies, and post-outage recovery processes.
• Strong leadership and coordination skills, with the ability to guide junior engineers and manage escalations effectively.
• Excellent communication and stakeholder engagement skills, with the ability to collaborate across IT, facilities, and business teams.
• Experience in documenting support processes, analysing trends, and driving continuous improvement initiatives.
• Ability to manage high-pressure situations, including after-hours support and critical incident response.
• Relevant certifications such as Microsoft 365 Certified: Modern Desktop Administrator, CompTIA Network+, or ITIL Practitioner are highly regarded.

Additional Information

Our benefits have been designed so you can tailor your experience with us and include:

• Personal and professional development opportunities
• Hybrid working
• Purchase leave scheme and gender neutral 16 weeks paid parental leave
• Super Contribution Continuation for 12 Months of parental leave
• Linkedin Learning
• Income Protection Insurance
• Rest Excellence awards (peer recognition awards based on Rest's values and behaviours)
• Rest Stops - meeting free breaks

If you share our values, believe you can help make a difference for our members and want to be part of a leading superannuation fund with a Super culture, please click Apply Now.

Rest is committed to creating a flexible work environment and culture that embraces diversity, equity, and inclusion - where people feel welcome, safe to be themselves and inspired to do their best.

We value the different backgrounds, lived experiences and abilities our diverse team brings. We welcome and encourage applications from candidates of all ages, cultural backgrounds, faiths, gender identities, sexual orientations and thinking styles. This includes people with disability, neurodiverse individuals, Aboriginal & Torres Strait Islander peoples and those with disrupted work history due to career or other breaks.

Please note only people with the right to work in Australia will be considered.

*Funds under management as at 30 June 2024. Rest is recognised as a Responsible Investment Leader by the Responsible Investment Association Australia (RIAA) in its Responsible Investment Benchmark Report 2022.