IT Support Specialist

At Community Broker Network (CBN), technology is a key part of how we support our people and our national Authorised Broker Network. We're looking for an IT Support Specialist to join our IT Service team and help make technology simple, reliable and easy to use.

If you're someone who enjoys solving problems, helping people and taking ownership from issue to resolution, this could be the role for you.

About CBN

At Community Broker Network, we're not just supporting insurance businesses - we're shaping the future of the industry. As Australia's largest network of general insurance authorised representatives, we empower over 300 businesses and 1,000 employees across the country.

Our team offers market access, technology, education, marketing, HR, business advice, and more, supporting brokers from Perth to Cairns.

We're a certified Great Place to Work with an incredible culture, and a genuine commitment to helping our people grow.

Our values:

We Listen (Understand)

We Achieve (Accomplish)

We Are One (Together)

Purpose of the Role

As our IT Support Specialist, you'll provide first and second-level support across desktop, business and trading applications, helping our internal teams and broker network get the most out of their technology.

You'll be a key point of contact for technology support, troubleshooting issues, completing service requests and making sure stakeholders receive a high-quality experience.

You'll also work closely with our broader IT service team to share knowledge, improve processes and continuously develop your technical capability.

What You'll Do

• Provide first and second-level IT support to internal and external stakeholders.
• Troubleshoot desktop, business and trading application issues and work towards resolving issues at first point of contact.
• Take ownership of issues from initial contact through to resolution, escalating where required.
• Complete service requests, including onboarding and technology support for new starters.
• Provide support across phone, email, chat and other service channels.
• Manage incidents and requests in line with agreed service levels and priorities.
• Build a strong understanding of CBN's systems, services and business processes.
• Work collaboratively with the Technology & Transformation team to deliver a consistent and reliable support experience.
• Contribute to our knowledge management system and share technical knowledge with the wider team.
• Maintain a personal development plan and continue building your technical and business knowledge.
• Help maintain a high level of stakeholder satisfaction and service performance.

What You'll Bring

We're looking for someone who combines technical capability with a genuine passion for helping people.

You'll ideally have:

• At least 2 years' experience in IT support, service desk, desktop support or a similar role.
• Experience providing remote IT support.
• Experience in desktop or application support within an ITIL-aligned environment.
• Strong problem-solving skills and the ability to troubleshoot technology issues effectively.
• Excellent verbal communication skills and the confidence to work with a diverse range of stakeholders.
• Intermediate computer literacy across Microsoft Word, Excel, web browsers and remote-control tools.
• Working knowledge of ITIL service management practices and methodologies.
• Experience supporting and troubleshooting Microsoft Azure, Microsoft 365, Teams and SharePoint.
• Experience working with a ticketing or service management system.

What We're Looking For

More than anything, we're looking for someone who:

• Loves solving problems and finding practical solutions.
• Takes ownership and follows issues through to resolution.
• Has a strong customer service mindset.
• Can explain technical concepts clearly to non-technical people.
• Is curious and enjoys learning new systems and technology.
• Works collaboratively and contributes to a positive team environment.
• Is organised and can confidently prioritise competing requests.
• Wants to keep developing their technical skills and career.

Our Awesome Benefits!

At CBN, we genuinely care about our people - and it shows. Here's what you'll enjoy:

Great Place to Work certified

Hybrid working flexibility - 3 days in the office, 2 days at home

Wellbeing allowance

Mental health days & birthday leave

Competitive salaries

Study support & professional development opportunities

Incentive & bonus plan

Paid parental leave

️ Salary continuance benefit

️ Travel and cyber insurance discounts

Regular team events and cultural activities

Extra perks like health insurance discounts, retail offers, and more!