IT System Support Officer

Permanent Full Time

Warwick Farm - NSW

Information Technology

Our Company

Daikin has a solid history and reputation in holding its number 1 position in the global market for air conditioning. The foundation of its success and continued growth is truly in our people, who strive and are encouraged to do remarkable things, including thinking differently and being open to new possibilities.

At Daikin Australia, we live and breathe our core values of Absolute Credibility, Enterprise Management and Building Harmonious Personal Relationships. We prioritise fostering positive relationships with clients, colleagues and stakeholders to create a collaborative and supportive work environment for all.

Looking ahead, we anticipate the global demand for air conditioning will grow exponentially. Our vision at Daikin after reaching our 100th anniversary globally, is to continue our commitment to environmental awareness and commit to advancing technology to promote sustainable practices.

About the role

The IT Support Officer (Level 2) is an intermediate technical support professional responsible for resolving complex end-user issues that go beyond the scope of Level 1 support. This includes troubleshooting hardware, operating systems, and business applications, as well as managing user accounts and permissions (e.g., Active Directory, ENTRA ID). The role is pivotal in ensuring smooth IT operations and high user satisfaction across the business.

Key Responsibilities include, but are not limited to:

• Advanced Troubleshooting: Address escalated technical issues from Level 1, including desktop, printer, email, and network support for business users.

• System Administration: Manage user accounts, perform system imaging/enrolment, patching, and software deployments.

• Ticket Management: Ensure timely triage and resolution of support tickets to meet service level agreements (SLAs).

• Network & Device Support: Provide basic troubleshooting for computer networks, VPN, and mobile device management (MDM) solutions.

• Documentation: Maintain accurate logs, update knowledge base articles, and ensure all support activities are well documented.

• Mentoring: Occasionally mentor Level 1 staff.

• User Onboarding: Assist with the setup and training of new staff on IT systems and telephone systems.

Required Skills & Experiences:

• At least 5 years' experience in desktop or IT support (or equivalent education).

• Strong troubleshooting and customer service skills.

• Proficiency with Windows endpoints, Apple mobile devices, and Microsoft 365.

• Foundational networking knowledge (e.g., TCP/IP, VPN).

• Experience with Active Directory, ENTRA ID, and MDM solutions.

• Excellent communication skills and ability to work under pressure.

• Preferably formal IT education and certifications such as CompTIA A+, Network+, or Microsoft 365 Administration

Tools & Technologies:

• Microsoft Office Suite, and other business applications.

• Ticketing systems for incident and request management.

• Hardware: Laptops, desktops, mobile phones, and peripherals.

• Mobile Device Management

Additional Responsibilities:

• This role may involve third party vendors' processing of internal purchase orders.

• There is an emphasis on maintaining professional standards and ensuring requests are regularly updated and resolved in a timely manner.

• The position may require occasional after-hours support and participation in IT project work.

Why join us?

• Collaborative work environment fostering a positive team culture.
• Competitive salary + Superannuation + Performance Bonus
• Provided with on-the-job training for continuous career growth opportunities
• Discounted Bupa Health Fund
• Flare Benefit – Discounted gift card, novated lease, discounted health/car/home loan
• Be part of a global number 1 company in HVAC
• Be part of a dynamic team that values innovation, collaboration and personal growth.
• Free parking on site

If you are a dedicated IT professional with a passion for solving complex technical challenges, we invite you to apply for this exciting opportunity.

We thank all applicants for their interest; however, only those selected for an interview will be contacted.

Daikin Australia is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.