IT Onsite Support Specialist

We are looking for an IT Onsite Support Specialist to provide responsive, practical and customer-focused technology support across our Perth office and associated regional offices. You will play an important role in keeping our day-to-day technology services operating effectively, resolving technical issues and ensuring our people have the tools and support they need to do their best work.

What you’ll do Reporting to the IT Onsite Support Lead AU, you will provide technical support across end-user devices, applications, meeting rooms and collaboration technologies.

Onsite support and customer experience

Provide 2nd-level support for incidents and service requests relating to desktops, laptops, mobile devices, peripherals, operating systems, Microsoft 365, approved business applications, connectivity and collaboration technologies.

Deliver professional, client-focused support through clear communication, active ownership, appropriate prioritisation and timely resolution or escalation.

Provide hands-on deskside support and practical guidance to users with varying levels of technical knowledge.

Ensure day-to-day onsite IT services are operational and available and proactively identify issues that may affect users or office operations.

Support onboarding, offboarding and user lifecycle activities, including equipment preparation, deployment, recovery and access-related coordination.

Meeting rooms and collaboration technology

Provide proactive support and maintenance for Microsoft Teams Rooms, audio-visual systems, digital collaboration technologies and meeting room infrastructure.

Complete regular meeting room health checks, respond quickly to meeting-impacting issues and coordinate escalation to internal teams or specialist vendors when required.

Support important meetings and events where onsite technical assistance is required.

Endpoint and asset lifecycle management

Install, configure, test, deploy and support standard hardware and software, including device builds, updates and approved applications.

Manage device provisioning, deployment, refresh, replacement, recovery and decommissioning in accordance with global standards and processes.

Maintain accurate asset, inventory and configuration records in the Configuration Management Database (CMDB), supporting audit and governance requirements.

Coordinate hardware warranty repairs, vendor activities and secure equipment handling as required.

Service management, security and continuous improvement

Ensure incidents, requests, tasks, asset activities and support actions are accurately recorded and managed in Service Now in accordance with ITSM processes, service level commitments and knowledge management standards.

Meet agreed operational targets, productivity expectations and customer service standards, while maintaining quality and attention to detail.

Create, review and maintain clear Knowledge Base articles and support documentation to improve consistency, self-service and team capability.

Identify recurring issues and opportunities to improve service quality, operational efficiency, user experience and process effectiveness.

Promote cyber security best practices and promptly identify and escalate suspected security incidents, vulnerabilities or non-compliant technology use.

Collaborate with local, regional and global resolver teams, and participate in technology deployments, office changes, projects and integration activities as required.

Professional responsibilities

Adhere to Front Line Services governance, approved procedures, WSP guiding principles and all applicable Safety, Health, Environment and Quality obligations.

Maintain regular onsite presence and travel to associated regional offices when required to support users, office operations and technology activities.

Take responsibility for ongoing development through regular Thrive conversations, required learning and maintaining relevant capability records, registrations or licences.

Perform other duties reasonably incidental to the position, as directed by the Company from time to time.

Role Specific Qualifications and Experience Qualification in a computing discipline and/or a minimum of 2 years relevant experience in an IT support function. Enthusiastic and passionate about IT service delivery and the delivery of a high-quality end-user experience. Contemporary working knowledge of a broad range of end-user computing technologies including desktop and laptop hardware, operating systems, peripherals, mobile devices, collaboration…