The Company
Sanitarium is a progressive and dynamic business that is Australian owned and produces Australia's leading breakfast products – Up & Go, So Good, Alternative Dairy Co range and Australia's favourite breakfast Weet-Bix.
About the Role
As a Service Desk Support Engineer, you'll be the first point of contact for all IT support needs, delivering both remote and onsite assistance across a wide range of technologies. You'll provide timely, customer focused incident resolution, manage service requests, and contribute to continuous improvement of our technology environment.
You'll support ITIL aligned processes, troubleshoot hardware and software issues, maintain system availability, and ensure our internal customers receive reliable, high quality service every day.
Key Responsibilities
Incident & Service Request Management
* Log, triage, prioritise, and resolve IT issues via the ITSM tool
* Achieve high First Contact Resolution (target 80%)
* Escalate complex issues with full diagnostic information
* Maintain SLA compliance and accurate documentation
* Manage queues efficiently, following ITIL aligned practices
End User & System Support
* Support endpoint hardware, printers, RF scanners, and operating systems (Windows, macOS, Android, iOS)
* Troubleshoot Microsoft 365 apps (Outlook, Teams, SharePoint, OneDrive)
* Manage user accounts and permissions (Active Directory, Azure AD / Entra ID)
* Resolve VPN, Wi Fi, networking, printing, and connectivity issues
* Provide support via phone, email, chat, remote tools, and onsite visits
* Support site hardware including PCs, printers, meeting rooms, scanners, and other operational equipment
About You
* Enjoy solving technical problems and delivering excellent customer service
* Tertiary qualifications in IT or relevant industry experience
* ITIL Foundation level certification
* Communicate clearly and build strong relationships with users
* Can prioritise effectively in a fast paced environment
* Are detail oriented and committed to high service standards
* Have experience with IT troubleshooting in a service desk or similar environment
* ITIL knowledge, Microsoft 365 experience, and strong hardware/software troubleshooting skills will set you up for success.
All applicants must be able to demonstrate that they have the legal right to work in Australia.
We are an organisation driven by our mission and values. If you share our passion for what we do, our products and can respect our principles then this is a great opportunity for you.