IT Customer support analyst

Title:

IT Customer support analyst

The Opportunity

Are you passionate about delivering excellent customer service while solving complex technical issues? We're seeking an IT Customer Support Analyst to join our Site Services team, where you'll provide critical desktop and site support across our offices and project sites.

In this role, you'll work under general direction to troubleshoot and resolve issues within Microsoft Windows 11 desktop environments. You'll respond to break/fix and service requests for PCs, laptops, printers, and workstations—ensuring timely resolution in line with service level objectives. You'll also play a hands-on role in office and project site setups, equipment lifecycle management, and process improvements, while supporting and collaborating with our network, voice, and server teams.

Responsibilities include:

• Uses experience and problem-solving skills to develop and improve processes and provides reports as required. May provide guidance to less experienced team members.
• Deep understanding of Windows 11 and Microsoft Office with demonstrated troubleshooting capabilities
• Proven desktop, laptop and workstation hardware trouble shooting skills
• General knowledge to perform high level network trouble shooting analysis, Cisco knowledge preferred
• Working knowledge of Dell Client & Server hardware
• Familiarity with IPT voice technologies
• Working knowledge of Microsoft server technologies
• Data migration experience between PC's
• Ability to successfully troubleshoot printing issues

Who are you?

You're a motivated IT professional who takes pride in delivering reliable customer support and technical solutions. You work well independently, yet thrive as part of a team, bringing strong communication skills and a proactive approach to problem solving.

To be successful in this role, you'll bring:

• An undergraduate degree in IT (or equivalent experience) and 2+ years of relevant industry experience
• Motivation to deliver high-quality support each day, with a continuous improvement mindset
• The ability to work independently within established guidelines and processes
• Strong communication skills, both written and verbal, with the ability to engage effectively with a wide variety of users
• Dependability, organisation, and accountability in your approach to work
• Flexibility to support multiple office and project site locations when required
• A deep understanding of Windows 10/11 and Microsoft Office 365 with advanced troubleshooting capabilities
• Proven skills in desktop, laptop, and workstation hardware troubleshooting
• Familiarity with COE software applications and demonstrated ability to support them effectively
• Ability to obtain and maintain an Australian Government Security Clearance (Australian Citizenship is essential).

About us

KBR's Infrastructure Solutions business works with customers across the nation to plan, design and deliver smarter, safer and more sustainable infrastructure to meet the demands of the future for all Australians. We're a team of over 1200 who deliver engineering, science and technology solutions across the water, transport, energy, sustainability, resources and defence sectors.

Please click the link below to learn more about Infrastructure Solutions Australia and the markets that we operate in.

Contents - Who we are

The perks

• Industry leading salaries, reviewed annually
• The opportunity to accrue an additional 8 hours of time off every 4 weeks
• Salary packaging and Novated leases
• Salary continuance (Income protection)
• Paid Professional Membership Fees
• Life/Health insurance discounts
• Flexible work arrangements (start/finish times, WFH, Flex time)
• End of trip facilities
• Employee Stock Purchase Plans
• Paid parental leave
• Personal Career development plans
• Growth and promotion opportunities

Our people are the heart of everything we do. We are dedicated to creating work environments in which every member of our team of teams feels safe, supported, respected, trusted and valued, and where each person is given opportunities to belong, connect and grow.