IT Onsite Support Specialist

Location: Melbourne
What if you could help create a better technology experience for everyone?

At WSP, technology helps our people collaborate, connect and deliver some of the world’s most complex and meaningful projects.

We are looking for an IT Onsite Support Specialist to provide responsive, practical and customer-focused technology support across our Melbourne 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 first and second-level technical support across end-user devices, applications, meeting rooms and collaboration technologies.

Your responsibilities will include:

• Providing timely onsite support for incidents, service requests and hardware or software issues
• Troubleshooting desktop and laptop hardware, operating systems, peripherals, mobile devices and network connectivity
• Supporting Microsoft 365 applications and services, including Outlook, Teams, OneDrive, SharePoint and Office applications
• Maintaining Microsoft Teams Rooms, audio-visual systems and meeting room technology
• Installing, configuring, testing and monitoring hardware and software
• Supporting employee onboarding and offboarding activities
• Managing the lifecycle of IT assets, including provisioning, deployment, refresh, recovery and retirement
• Maintaining accurate asset and configuration information within the Configuration Management Database
• Recording and managing incidents, service requests, tasks and support activities in ServiceNow
• Working with local and virtual IT teams, external vendors and third-party support providers
• Creating and maintaining Knowledge Base articles
• Supporting the deployment of new technology solutions and contributing to IT project work
• Identifying opportunities to improve service quality, operational efficiency and the end-user experience.

About you

You are someone who enjoys solving problems, takes ownership and understands that great IT support is as much about the person as it is about the technology.

You will bring:

• A qualification in a computing discipline and/or at least two years’ relevant experience in an IT support function
• Strong troubleshooting, analytical and problem-solving skills
• Working knowledge of desktop and laptop hardware, operating systems, peripherals, mobile devices and collaboration technologies
• Knowledge of networking technologies and protocols, including TCP/IP, DHCP, DNS, Wi-Fi and VPN
• Strong competency across Microsoft 365 applications and services
• Familiarity with ServiceNow, IT service management processes and ITIL methodologies
• Clear written and verbal communication skills, with the ability to explain technical concepts to people with different levels of technical knowledge
• A proactive, client-focused approach and a commitment to seeing issues through to resolution
• The ability to manage changing priorities while maintaining a high standard of service
• A collaborative approach and the ability to work effectively within a geographically dispersed team
• A current driver’s licence.

Experience with Microsoft Intune, Windows Autopilot, Microsoft Teams Rooms, audio-visual systems, asset lifecycle management, CMDB processes or digital engineering applications would be advantageous. ITIL v4 Foundation certification is also desirable.

Imagine a better future for you and a better future for us all

At WSP, we value our people and our reputation. We combine local dedication with international scale, challenge the status quo and foster collaboration and partnership in everything we do. You will join an empowering culture where people take accountability, share knowledge and work together to create better outcomes. 

If you are passionate about technology, enjoy helping people and want to contribute to a high-quality IT experience across our business, we would like to hear from you.

With us, you can. Apply today.