IT Support Level 2

We're a fintech start-up based in Surry Hills that is slowly expanding to cement our position as the market leading small business broker in Australia. We offer fantastic training (including a fully paid Cert IV in finance and mortgage brokering), development and career progression opportunities, allowing you to leverage and hone your sales experience into a role that rapidly transitions from first contact to full-service account management for small businesses within a matter of months. We pride ourselves in setting up our people ("the Pride") to have long and successful careers as brokers. This all happens in a fun office, alongside great people, in what Time Out magazine named the 23rd “coolest street in the world”. Requirements Assist IT Operations Team on research, planning, setup and ongoing maintenance of technical services, in order to support Valiant’s goals. Provide technical support to both onsite and remote employees (Australia, US and Philippines) with respect to devices, tools and services such as:Cloud based software including Salesforce, Google, Slack, Atlassian etcIdentity and access management services (Office 365, Google Workspace, Genesys, Onelogin)Windows OS, MacOS, Android and iOSNetworking (Wired & Wireless) and printing equipmentManage the procurement, setup, ongoing maintenance and disposal of technical assets. More specifically:Manage the internal IT support ticketing system and ensuring SLAs are resolved in a timely mannerInstall, configure, and update software applications on end-user devices. Provide resolutions to escalated tickets from the Level 1 IT Support TeamCreate and maintain all user accounts across the businessDevelop the IT internal technical knowledge baseMaintain and configure both laptop (Windows & MacOS) and mobile fleets (Android & iOS)Assist the IT Operations Manager for all Cyber Security and Data Loss Prevention alertsCollaborate with the Technology team on the rollout of internally built services to employeesEnsure all company data that is accessible by employees is completed in a manner that complies with Valiant’s various security, compliance and data sovereignty policiesWork with the IT Operations Manager to ensure technology is implemented with Valiant’s mission and objectives in mindDirectly assist the management of strategic and tactical matters relating to IT operations and data securityProvide strategic advice and guidance to the IT Operations Manager for IT operations and data securityWhat You'll NeedExperience in an IT support, service desk or helpdesk role, or a relevant qualification with a strong practical foundation.Solid troubleshooting skills across google suiteA customer-first mindset with patience, clear communication and a knack for explaining technology in plain language.Good habits around documentation, ticket hygiene and following process.An understanding of why access control and security matter, and the discipline to apply them consistently.Comfortable using AI tools and continuing to learn and upskill in AI.The ability to juggle competing requests, prioritise sensibly and know when to elevate. BenefitsBrand new pet-friendly office. Bring your furry friend to work!Funded Induction product training and on-going coaching and supportOngoing training, development and professional educational support. Take your career to the next level and become the best version of yourself.Inclusive, passionate and supportive team. Innovation thrives on diversity and so do we.Weekly Friday drinks and monthly events.Fun, open plan office space located in the heart of Surry Hills, steps away from cafes and restaurants.