# **The opportunity:**Collaboration and communication will be central to your day-to-day work. You'll partner closely with club teams, frontline staff, external vendors, and internal IT specialists to build confidence in our systems and support smooth project execution. You'll also identify opportunities for improvement, highlight system or workflow gaps, and contribute to more efficient processes across the business.In addition, you'll act as the escalation point for complex technical matters and serve as a bridge between IT Support and our Modern Workplace, Cloud, and Security teams - ensuring seamless handovers, strong alignment, and a continuous improvement mindset.# **Key duties and responsibilities include** (but are not limited to):In this newly created **Senior IT Support Technician,** you'll be a key technical partner across **Fitness & Lifestyle Group's** (FLG's) clubs and support offices, working hands-on to resolve issues and keep our core systems running smoothly. You'll draw on your strong L2 support experience to manage desktop, application, and mobile app enquiries, with a particular focus on ensuring our CRM and HCM platforms remain reliable, user-friendly, and fully operational for our teams. You'll also play a critical role in supporting our project delivery team, particularly during pilot and rollout phases. You'll proactively investigate issues, gather insights from end users, and translate what you find into clear, actionable information for project implementors. By taking full ownership of incidents - from first report to resolution or escalation - you'll ensure all cases are well-documented, context-rich, and easy for delivery teams to action. Your ability to resolve issues early and minimise unnecessary escalations will be a key measure of success, helping project teams stay focused on delivery milestones.This is an ideal role for a proactive, technically capable support professional who enjoys problem solving, values teamwork, and thrives at the intersection of support and project delivery. **Knowledge Management** Create and maintain internal knowledge base articles to support Service Desk Agents and ensure consistency in support delivery.Provide mentorship and training to Service Desk team members to uplift capability and knowledge. This role is suitable for a self-motivated IT specialist with a growth mindset who is committed to providing our teams with outstanding levels of service. They will be solutions-focused, positive, and in constant pursuit of self-development. **Skills & Experience:**Relevant tertiary IT qualifications and certification or related discipline OR equivalent industry experience (3+ years) Experience working with HCM and/or CRM platforms Microsoft Certifications or relevant experience Excellent customer-facing and communication skills. Ability to contribute effectively as part of a project team, supporting application/system rollouts, and resolving systemic issues.Experience monitoring systems, collecting metrics, and producing insightful reports to drive improvements.Experience collaborating with vendors and coordinating support teams for onsite investigations and issue resolution.**Desirable experience:** Experience trouble shooting within WorkdayExperience troubleshooting within Salesforce* Complementary all access Goodlife Gym Membership, plus one for a friend* FLG is committed to promoting a healthy work-life balance. We offer a hybrid work model, mixing 60/40 office (Monday, Tuesday and Thursday) and work-from-home responsibilities.* Modern open-plan office with onsite cafe and complimentary barista coffee (Brisbane)* Anniversary leave days and additional complimentary memberships through FLG's Recognition of Service Program* Be recognised and rewarded by your peers for living our values with FLG's People's Champion awards* Enjoy exclusive employee discounts with industry leading fitness, travel, fashion and retail brands through FLG's partner discount program* Leading paid parental leave program* Employee Assistance Program
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