IT Support Office Lead

xIT Support Office Lead - Sydney, Australia

Customer is seeking an experienced IT Support Office Lead for their Sydney office. You will play a critical role in supporting our offices and users based in the JPAC Region (Sydney, Singapore, Tokyo, and Manilla), while also helping to support Customer's end users globally. You will serve as a regional liaison between IT Leadership and the Workplace & Site Leads in JPAC, as well as the hands-on-the-ground for our corporate AV and Network Infrastructure teams.

You are someone who asks questions, is confident in not knowing everything, and would rather collaborate with others than go it alone. You are crisp and detail oriented, but able to work outside of the boundaries when necessary. On top of your proven history of success, you have a passion for technology and, like us, you value hard work and fun in equal measure.

What you'll achieve

• Oversee IT Support operations across the (location) region, with flexibility to support different time zones as needed


• Function as the "Voice of the Region" for (location), partnering with regional leadershipacross multiple teams, surfacing concerns and risks, and sharing regional recommendations for best practices with IT pillar leads


• Partner with IT Support leadership to ensure a consistent IT Support experience globally


• Respond to user requests via standard support tools like chat and ticketing systems


• Troubleshoot hardware and software problems with Apple, Windows, and ChromeOS products, including desktop and laptop hardware


• Build and deploy new laptops using standard deployment tools like JAMF, Intune, ABM (Apple Business Manager), etc


• Participate in the IT on-boarding experience and IT welcome sessions


• Act as direct remote support for our AV and Network teams including support for conference rooms, projectors, zoom, and event presentation spaces.


• Manage system access for Asana's users


• Deploy and support software to end-users


• Manage hardware and software inventory

About you

• 3+ years of experience in IT support roles that includes


• OS X and Mac hardware troubleshooting experience


• Basic AV and networking skills, including an understanding of video conferencing, WiFi, VPN, etc


• Experience with being part of a distributed team, whose main HQ might be in another location


• Experience using and managing ticket-based enterprise workflow management systems, particularly Asana, Zendesk or similar


• A positive, service-oriented attitude


• Experience managing executive support and partnering with cross functional leadership to improve tools and processes


• Solid problem solving skills


• Effective communication to proactively engage with business leaders to understand pain points, troubleshoot, and elevate as needed


• Ability to lift heavy equipment (50+ pounds) as needed