About Fitness & Lifestyle Group
Fitness and Lifestyle Group (FLG) is Asia-Pacific's largest diversified fitness, health and wellness group, headquartered in Australia. We truly make a meaningful, positive impact on people's lives through innovative and diversified fitness, health and wellness offerings across physical and digital platforms. Put simply, our purpose is to empower our global community to live stronger and happier lives.
Our portfolio of globally recognised brands includes Fitness First Australia, Barry's Bootcamp, Goodlife Health Clubs Australia, Jetts, and Zap. With 300+ physical locations across Australia, New Zealand, Singapore, and Thailand in addition to its on-demand digital health and fitness programs, FLG currently helps almost a million people live healthier and more active lives.
The opportunity :
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.
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.
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.
Key duties and responsibilities include (but are not limited to) :
IT Support & Escalation
Act as the primary escalation point for the Service Desk team, providing advanced troubleshooting and resolution for complex issues.
Diagnose and resolve hardware, software, systems, and network problems across a wide range of technologies.
Troubleshoot Modern Workplace, Cloud, and Security-related issues, ensuring all appropriate steps are taken before escalating to Level 3 teams.
Deliver expert support for CRM and HCM systems, including issue resolution, user assistance, and process documentation.
Project Support & Troubleshooting
Take ownership of incidents from initial report through to resolution or handover, ensuring all cases are thoroughly documented and context-rich before escalation.
Troubleshoot, investigate, and gather information on inflight IT projects, with a particular focus on the pilot phase of project rollouts.
Identify project-related issues and work collaboratively with project implementor teams to secure timely resolutions.
Serve as the Subject Matter Expert (SME) for newly onboarded projects, providing guidance and support throughout the rollout process.
Highlight system gaps, unclear workflows, and configuration issues to drive ongoing improvements.
Knowledge Management
Create and maintain internal knowledge base articles to support Service Desk Agents and ensure consistency in support delivery.
Ensure documentation is regularly reviewed and updated to reflect current systems, processes, and contact information.
Support
Provide mentorship and training to Service Desk team members to uplift capability and knowledge.
Assist in the delivery of IT projects as directed by IT Leadership, contributing technical expertise and support.
About you :
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 :
Essential
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 Workday
Experience troubleshooting within Salesforce
In return we offer you
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
Our commitment to diversity & inclusion
At Fitness and Lifestyle Group we bring positive energy and attitude to work every day, we are proud of who we are and who we work for. We don't just accept individuality; we encourage it and acknowledge the value diversity and inclusivity brings to our organisation. We pride ourselves on empowering our team to be their authentic selves at work.
We welcome applications from Aboriginal and Torres Strait Islander People, people of all ages, race, sex, intersex status, gender identity, sexual orientation, people with a disability and from other diverse backgrounds.
Apply Now
Please click 'Apply' to submit a resume that details your experience, attributes and achievements.
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