Introduction
Therapeutic Guidelines Limited is an independent not-for-profit organisation that was founded by leading members of the healthcare community over 40 years ago. Therapeutic Guidelines Limited aims to promote the quality use of medicines, and it does this by publishing Therapeutic Guidelines and Australian Prescriber. Therapeutic Guidelines is a widely used and highly regarded point-of-care clinical reference database covering over 2500 diagnoses. Australian Prescriber is a free, evidence-based journal that covers a broad range of topics addressing the intersection of quality use of medicines, diagnostics, and pathology.
Growth within our organisation means we now have a new full time IT Support Engineer opportunity to join our Technology team.
Description
The IT Support Engineer reports to the IT Support Manager working as a part of the Technology team. This role is responsible for managing and resolving support tickets through a service desk, acting as the first point of contact for customer and staff support issues. This role involves troubleshooting and providing technical support for internal devices, ensuring timely escalations, and capturing details and preparing documentation along the way while also undertaking other relevant duties as required to support the organisation's IT needs.
Skills And Experiences
The candidate
As the ideal candidate, you bring a strong mix of technical support skills and practical experience across systems, networks, hardware, and cloud tools, along with confident use of Jira to manage and track support requests. You're a clear and calm communicator who can translate technical concepts into plain language, and you take pride in delivering a positive, patient and reliable support experience. You're proactive in maintaining secure, up‑to‑date systems, comfortable juggling multiple tasks, and able to work both independently and collaboratively with a range of stakeholders. Experience in a not‑for‑profit organisation would be highly regarded, but not essential. An understanding of digital publishing environments would be a bonus
You will also bring to the role:
1. 2+ years' experience in a Level 1 and/or 2 technical support roles.
2. 2+ years' experience communicating with internal and external customers.
3. Demonstrated ability to work in a Service Desk with ticketing system.
4. 1+ years' experience supporting Microsoft 365 products and services.
5. Experience testing and evaluating tools and services.
6. Experience supporting Salesforce or Microsoft Dynamics 365 and Power Platform is desirable.
7. Experience in the Digital Publishing or healthcare sector is desirable.
8. Knowledge of ITIL and IT service management principles is desirable.
9. Knowledge of Power Platform, Salesforce, or Dynamics 365 is desirable.
10. Knowledge of JIRA, Github, Azure DevOps, Browserstack, HTML, XML, CSS, React, JavaScript is desirable
11. Ability to analyse requirements and design and implement effective remediation strategies
12. Strong debugging and root-cause analysis capabilities across distributed systems
13. Clear and concise communication of customer updates, test results, risks, and recommendations
14. Ability to collaborate effectively with cross-functional teams
15. Effective time management and prioritisation in fast-paced agile environments
16. Technical Proficiency and hands on expertise
17. Eye for user experience and accessibility
18. Driven and self-motivated, constantly seeking opportunities to improve
19. Exceptional interpersonal skills with a demonstrated ability to communicate easily at all levels
20. Strong work ethic and presence
21. Ability to collaborate effectively in a team, fostering a positive team environment
22. Highly adaptable to changing work environments
23. Excellent attention to detail and a drive for efficiency
Benefits
Therapeutic Guidelines is close to the North Melbourne Village precinct. We have a very motivated team and enjoy a social and flexible working environment. A competitive base salary is offered for this level of role, monthly RDO's, access to salary packaging and other attractive employee benefits. Overall, we offer a supportive, flexible, and innovative work environment where employees can excel, feel safe, grow, and achieve – Putting people first.
Does this sound like you?
If you like a challenge, like to solve problems, work effectively in a team environment, and you thrive in a learning environment, this opportunity just may be your perfect fit.
Please apply with your latest CV and cover letter addressed to the Executive Director People and Corporate Services, Therapeutic Guidelines Ltd. Applications from recruiters will not be accepted. Therapeutic Guidelines Limited is an Equal Opportunity Employer.
Applications close 16 March 2026.