IT Support Engineer - Level 2 FIS AU

Resolve the harder support problems and make the next incident easier to handle.

Employed by TIMG, you will join a consolidated service desk supporting Freightways Australia businesses, including Allied Express, TIMG, Shred-X/Med-X and VT Freight Express.

Reporting to the Service Desk Lead, you will combine deeper technical investigation with strong customer service. You will own escalated incidents and requests, and take assigned support improvements from the identified need through to a verified result.

What you will do

• Investigate unfamiliar faults across endpoints, applications, identity, connectivity and existing infrastructure services.
• Restore services within authorised procedures, coordinating specialist infrastructure help where required.
• Develop and maintain support automations for account provisioning, onboarding, offboarding and repeatable recovery.
• Define improvements, coordinate dependencies, test solutions and verify that they work.
• Keep users informed, document findings and guide colleagues.
• Provide onsite and field support, including deployments and relocations.

What you will bring

You have demonstrated success resolving escalated support issues and working methodically through less familiar faults. You can coordinate work to completion, explain technical matters clearly and exercise sound judgement about risk, permissions and escalation.

Your practical capability should cover Windows and endpoints, Microsoft 365, identity and access, endpoint management, networking and infrastructure dependencies. You can develop or maintain support scripts, applying testing, logging, error handling and useful documentation.

Formal qualifications and certifications are desirable. Experience across multiple business environments, field support and specialist business systems will be useful.

What we offer

Alongside varied technical challenges across multiple businesses, you'll have access to:

• A mentoring program connecting you with senior leaders.
• One day of volunteering leave each year.
• Retail discounts through the SmartSpending app.
• Employee Assistance Program support for you and your immediate family.
• Online resources supporting mental and physical wellbeing.
• The option to purchase additional leave.
• Referral rewards of up to $800 for successful permanent employee referrals.
• Flexible working arrangements where the role and service requirements allow.

You will own assigned improvements, collaborate with infrastructure specialists and guide colleagues. There is scope to turn recurring manual work into reliable, repeatable solutions and influence how support is delivered.

What success looks like

• Escalated issues are investigated thoroughly and resolved effectively, with dependable user communication.
• Improvements reduce repeated effort, strengthen reliability or make service fulfilment easier.
• Documentation, automation and practical guidance help the wider team resolve more work confidently.

Working arrangements

This is a full-time role based across Allied Express Bankstown and TIMG South Strathfield in Sydney.

Travel and field services are part of the role, alongside planned after-hours support and deployment work. Participation in the shared on-call roster is required.

You will work closely with infrastructure specialists on restoration and improvements. Ongoing infrastructure administration and complex changes remain with the infrastructure team.

Working With Freightways

Freightways is one of Australasia's leading logistics and transport groups, operating a portfolio of successful businesses that play a critical role in connecting communities and economies.

We believe technology is fundamental to operational excellence, customer experience, and future growth.