Junior IT Support Specialist

About BYD

BYD is a high-tech company devoted to technological innovations for a better life. BYD is dedicated to providing zero-emission energy solutions.

As a leading battery-electric zero-emission vehicle (ZEV) manufacturer, BYD has created a broad range of battery-electric, hybrid-electric, and internal combustion (IC) passenger vehicles. Developing electric vehicles that are intelligent and connected, BYD is inaugurating a new age of automotive innovation featuring a sleek design and an innovative user experience.

About the role

The Junior IT Specialist provides frontline technical support to employees, ensuring the reliable, secure and efficient operation of end-user devices, systems and workplace technologies across the organisation.

The role is responsible for diagnosing and resolving common hardware, software, network, account and application issues, while escalating more complex incidents to the appropriate internal support teams or external service providers.

In addition to day-to-day technical support, the position assists with IT asset management, employee onboarding and offboarding, user access administration, device configuration and deployment, and IT documentation.

Key responsibilities 1) IT Service Desk & Ticket Management

• Monitor and manage IT support queues, ensuring tickets are appropriately prioritised and addressed.
• Record, categorise and triage incoming support requests based on priority, impact and urgency.
• Provide initial troubleshooting and resolution for common hardware, software, system, account and connectivity issues.
• Respond to user enquiries and provide clear, timely and professional technical assistance.
• Gather relevant information from users to support effective troubleshooting and escalation.
• Follow up with users, vendors and internal support teams to progress outstanding issues.
• Maintain accurate ticket records, including troubleshooting actions, ownership, and status updates.
• Monitor assigned tickets and ensure compliance with agreed service levels and escalation procedures.
• Confirm issue resolution with users before closing support tickets.
• Identify recurring technical issues and contribute to troubleshooting guides, knowledge articles, and process improvements.
• Escalate complex, security-sensitive, high-impact or unresolved issues to the appropriate support teams, vendors or IT management.

2) End-User Support, Onboarding & IT Asset Management

• Prepare, configure, and deploy laptops, peripherals, user accounts, and applications for new employees.
• Provide initial IT onboarding support, including Microsoft 365 access, account setup, and multi-factor authentication (MFA).
• Coordinate the allocation, handover, transfer, collection and return of IT equipment.
• Maintain accurate IT asset records, including device details, status, location and assigned users.
• Support employee offboarding by coordinating equipment recovery and updating asset records.
• Conduct regular IT asset audits and stocktakes, ensuring accurate inventory records and sufficient equipment availability.
• Assist with IT equipment procurement, order tracking, receiving, asset registration, repairs and warranty management.
• Provide basic technical support for workplace devices, printers, peripherals and meeting room technologies.

3) IT Services Administration and Access Management

• Process approved user access requests, modifications and removals in accordance with established IT procedures.
• Administer basic SharePoint permissions, Microsoft Teams memberships and Microsoft 365 groups.
• Support shared mailboxes, distribution lists, mailbox access and calendar permissions.
• Assist with account setup and access management for employees, dealers and authorised external users.
• Troubleshoot basic account, permission and email access issues.
• Maintain accurate access records and elevate complex or security-sensitive requests when required.

4) Documentation and Knowledge Base Management

• Develop and maintain IT user guides, standard operating procedures and support documentation.
• Document common technical issues, troubleshooting steps and resolutions.
• Create and update knowledge base articles within the IT support system.
• Contribute to continuous improvement initiatives to enhance IT support efficiency and user experience.

Key Requirements Qualification

• Bachelor's degree in Information Technology, Computer Science, Information Systems or a related discipline.
• Equivalent relevant industry experience will also be considered.
• Relevant IT certifications are highly regarded.

Essential

• Previous experience in IT technical support, service desk or desktop support.
• Hands-on experience supporting Microsoft 365 applications, including Teams, SharePoint and OneDrive.
• Experience troubleshooting basic network connectivity issues, including Wi-Fi, VPN and LAN.
• Experience supporting Windows devices, laptops, printers, peripherals and meeting room technologies.
• Basic understanding of backup, recovery and disaster recovery procedures.
• Strong troubleshooting and problem-solving skills, with the ability to diagnose and resolve common technical issues.
• Good organisational skills and attention to detail, with the ability to manage multiple support requests and priorities.
• Strong communication and customer service skills, with the ability to work effectively with diverse stakeholders and international support teams.

Desirable

• Bilingual proficiency in English and Mandarin.
• Familiarity with IT service management (ITSM) systems and ticketing processes.
• Knowledge of IT asset management and user access administration.

BYD Australia is under rapid expansion with plenty more opportunities to arise. If you are ready to make the most of everything you've learned so far, be challenged, work together with industry leaders, and be a part of a supportive and vibrant team, then BYD is ready for you.