IT Senior Support Engineer

Job Description

The IT Senior Support Engineer will provide dedicated digital support to leaders, both in person and remotely. This role involves delivering Level 1 and Level 2 technical assistance, including the resolution of complex IT issues. The engineer will play a key role in empowering team members and contributing to the success of our community-driven organization, aligned with our global mission—to enable better lives.

In this role you will:

• Deliver exceptional IT support to APM staff, with a primary focus on leaders and their support teams, ensuring a consistently high level of satisfaction.
• Diagnose and resolve technical issues across a range of equipment, including laptops, mobile devices, peripherals, A/V meeting room systems, enterprise and in-house applications, and multifunction printers.
• Take full ownership of incidents, service requests, problems, and change management processes related to leaders and their teams, ensuring timely and effective resolution.
• Deliver high-quality technical solutions that align with industry best practices and support APM's Digital and Technology standards and strategic objectives.

Skills you'll bring:

• Possess a minimum of five years' experience within a mature, complex, and geographically dispersed organization. Experience supporting leaders and their support teams is highly advantageous, particularly when combined with a solid understanding of Service Management principles.
• Demonstrate a high level of adaptability by remaining resourceful and responding with urgency and professionalism in all situations.
• Bring a strong passion for customer service, with the ability to connect effectively with individuals at all levels and from diverse backgrounds. You enjoy solving problems and can translate technical language into clear, accessible explanations for leaders and support teams.
• Hold a relevant tertiary qualification and/or possess equivalent professional experience.
• Capable of clearly communicating technical concepts, procedures, and policies in a non-technical manner tailored to the audience.
• Possess expert-level proficiency in the Microsoft enterprise ecosystem, including Windows 10, Azure, Microsoft 365, and Intune Unified Endpoint Management (UEM).
• Proven experience supporting virtual and hybrid meetings (e.g., Microsoft Teams, WebEx), desktop systems (Windows OS, Microsoft Office 365 suite), and iOS platforms (iPad and iPhone).
• Exhibit exceptional written and verbal communication skills, with confidence in engaging and supporting leaders.

What's in it for you?

• Experience supporting a multinational infrastructure – AUS, NZ and Singapore
• Opportunities for professional and career development
• Employee benefits: Discounted health insurance, wellbeing program, purchased annual leave and a company mobile.

About APM Group

We're a diverse team of over 16,000 people across 11 countries with a shared purpose - to enable better lives. Our purpose is the common thread that lives in everything we do, and it starts with enabling better lives for our employees and their families too.

Our work enables the people we serve to realise their ambitions and aspirations through sustainable employment, independence, better health and wellbeing, and increased social participation.

When you join APM, there's an opportunity to grow your career in Human Services, across multiple global brands and geographies. You can expect a great work-life balance, extensive learning opportunities, networking programs and employee benefits. But most of all you can expect to make a lasting impact on the lives of others, who rely on our services.

At APM we are strengthened by diversity. We are committed to providing a work environment in which everyone is included, treated fairly and with respect. We encourage applications from people of all ages, nationalities, abilities and cultures including indigenous peoples, the LGBTQI+ community and people with a disability.

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