Novated Lease Australia – North Sydney NSW
About Novated Lease Australia
Novated Lease Australia creates dynamic, cutting-edge customer platforms for the novated leasing industry.
We are passionately focused on delivering 5-star customer service to our customers, and that starts with providing our internal staff with seamless, highly effective IT support.
We value technical excellence, continuous learning, and clear communication.
The Opportunity
We are seeking a proactive and technically proficient IT Support Engineer to anchor our user administration and desktop support functions.
This is a critical Level 2 role that ensures the reliability of our multi-platform environment and provides crucial support for our custom applications.
If you thrive on solving complex problems, enjoy mastering new tools, and are looking for a clear path into application development, this role is for you.
Key Responsibilities
1. User and System Administration (Tier 2 Focus)
User Lifecycle Management: Own the end-to-end administration, provisioning, and de-provisioning of users across our diverse SaaS ecosystem.
Platform Management: Expertly manage user accounts, permissions, and licensing within core business platforms, including:
Google Workspace (GWS)
Microsoft 365 (M365)
Active Directory (AD)
Atlassian Suite (Jira, Confluence)
Intercom, HubSpot, Miro, DocuSign, Adobe Acrobat, and all other enterprise platforms.
2. End-User Computing (PC Fleet Support)
Desktop Support (L1/L2): Provide comprehensive Level 1 and Level 2 support for a fleet of approximately 90 Windows PCs, resolving hardware, software, and networking issues.
Device Management: Configure, image, and deploy new PC setups for incoming staff, ensuring all devices meet security and performance standards.
3. Custom Application Support and Data Analysis
L1/L2 Application Support: Become the subject matter expert for our custom customer platforms, providing Level 1 and Level 2 user support for proprietary software.
Diagnostic Tooling: Actively learn and utilize diagnostic tools such as Datadog and Hotjar to proactively identify, replicate, and resolve user experience issues.
Database Exposure: Gain hands-on experience in reading from our MySQL database to assist in diagnosing and understanding user-reported issues.
4. Incident Management and Team Collaboration
Escalation and Tracking: Act as the central point for ticket resolution.
Escalate complex issues to the wider tech team (Platform Experts/Developers), track ticket progress meticulously, and ensure all users receive timely, professional updates.
Monitoring and Reporting: Regularly monitor critical reports (e.g., server health, security/phishing reports) and ensure immediate escalation of any alerts or incidents.
5. Documentation and Process Improvement
Knowledge Base: Maintain and update our IT knowledge base, primarily using Confluence, to ensure all internal processes, troubleshooting steps, and system configurations are accurately documented.
What We Offer (Development Opportunity)
Pathway to Development: We are committed to upskilling our team.
This role provides a genuine opportunity to learn application development processes, specifically gaining exposure to SQL, PHP, Go, and Vue.js.
Skills and Experience Required
Proven experience in a Level 2 IT Support or Desktop Support role.
Solid experience administering and supporting core business platforms (e.g., Active Directory, Microsoft 365, Google Workspace).
Demonstrated ability to troubleshoot and resolve issues across Windows operating systems and PC hardware.
Exceptional communication skills, with a focus on providing 5-star customer service to internal staff.
High level of accountability, organizational skills, and proficiency in ticket management systems.
A strong desire to learn technical systems, data analysis tools (Datadog/Hotjar), and application development concepts.
Bonus Points
Familiarity with MySQL queries (even basic SELECT statements).
Prior experience with any of the following platforms: Atlassian (Jira/Confluence), Intercom, HubSpot.
Familiarity with IT security best practices.
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