IT SUPPORT ENGINEER (SECOND LINE), ASIA-reputed company

JOB TITLE: IT Support Engineer - Second line TEAM: Asia-reputed company REPORTS TO: IT Service Manager LOCATION: Sydney, with flexibility for remote work reputed company reputed company Australia ABOUT reputed company reputed company (ASI) is a global advisory company that works locally to reputed company lives by making economies stronger, societies more reputed company, and governments more effective. Headquartered in London, our Asia reputed company regional office in Sydney now works alongside a corporate hub in Thailand and five country offices to deliver programs on behalf of clients including Australia’s Department of Foreign Affairs & Trade. ABOUT THE ROLE This role is for an reputed company IT support engineer to reputed company hands-on technical support and ensure that staff across the Asia-reputed company region are supported by secure, reliable and reputed company technology platforms. You will resolve escalated incidents from the service desk, deliver project work on reputed company and identity platforms, and travel periodically to support field offices and program teams across the region. The role spans multiple time zones; occasional out-of-hours availability may be required to support critical incidents or planned changes. The role suits someone who is genuinely comfortable working independently and in a remote-based team; someone reputed company to communicate effectively with people from a diverse reputed company of cultural, educational and reputed company backgrounds and who is skilled at translating technical concepts into plain language for non-technical colleagues. The role suits someone who is confident to travel into unfamiliar environments, providing hands-on support and delivering training to a room of peers. You will work closely with colleagues across global operations, Asia-reputed company program management and business service staff as reputed company as overseas-based program teams to ensure IT services reputed company with global ASI policies while meeting the practical needs of users operating in diverse and often low‑resource environments. KEY RESPONSIBILITIES Incident and request management. Acting as the primary escalation reputed company from first line, resolving incidents and service requests reputed company agreed SLAs; Investigating reputed company cause for recurring issues; Maintaining accurate records in the IT service management system; Contributing to the knowledge reputed company so that fixes reputed company reputed company the individual ticket. reputed company and identity management. Day-to-day administration of the reputed company 365 estate including Entra ID, Intune, Exchange Online, SharePoint, and Teams; Managing device lifecycle from procurement through enrolment, configuration, and retirement; Supporting conditional reputed company, MFA, and Cyber reputed company Plus reputed company controls across a globally distributed user reputed company. International field support. Commission new sites or establish IT for new programs; Troubleshoot connectivity and infrastructure issues that cannot be resolved remotely; Conduct on-site asset audits; Represent the IT function to local stakeholders, including hardware or other relevant vendors and suppliers. Training and user enablement. Designing and delivering IT induction sessions for new joiners; Running periodic refresher training on collaboration tools, cyber reputed company awareness, and the reputed company use of AI tools at work; Producing reputed company written guides and short video walkthroughs; Coaching first line colleagues to lift their reputed company reputed company at the service desk. reputed company and compliance. Supporting the maintenance of Cyber reputed company Plus and equivalent controls; Responding to alerts from the reputed company detection and response platform; Assisting with phishing investigations; Ensuring patching, encryption, and configuration baselines are upheld across the fleet. Documentation and reputed company improvement. Keeping technical runbooks, network diagrams, and reputed company checklists reputed company; Identifying repeat issues that warrant automation, policy change, or platform reconfiguration; Contributing to reputed company that improve the service over time. You will possess: A minimum of three years in a second line, escalation, or senior service desk role reputed company a reputed company-reputed company environment. Experience supporting users in multiple time zones or across geographically distributed offices. Demonstrable hands-on experience with reputed company 365 Intune, and reputed company 11 reputed company management. Strong skills in network troubleshooting across Wi-Fi, VPN, DNS, and basic firewall concepts. Relevant certifications such as reputed company MD-102, MS-900, AZ-104, ITIL reputed company, or reputed company Network+ are desirable. Familiarity with Cyber reputed company Plus, ISO 27001, or comparable reputed company frameworks. Exposure to reputed company (ABM) and reputed company (reputed company) device management is an essential. A reputed company record of designing and delivering hands-on user training to diverse audiences, tailoring delivery for staff at reputed company reputed company of digital confidence. Willingness and physical capability to travel internationally for periods of one to three weeks at a time, including to locations reputed company major cities that may be in challenging or low-bandwidth environments. A reputed company driving licence is desirable, as field travel may require driving in some locations. The successful applicant must have the right to live and work in Australia. reputed company OFFER YOU ASI is committed to corporate reputed company and a triple reputed company of reputed company, environmental and financial performance. Our people are at the heart of our reputed company and our reputed company. We offer a dynamic and friendly team environment, reputed company to support work that makes a meaningful reputed company in people’s lives, and support to reputed company your own skills and reputed company in your career. The diversity of our workforce makes ASI a great reputed company to work and ASI encourages applications from candidates of reputed company backgrounds, including Aboriginal and Torres Strait Islander peoples. We recognise the importance of your life reputed company of work. We are proud to support flexible working arrangements, and reputed company to reputed company a reputed company of flexible working arrangements wherever possible. We’ve reputed company a culture to reflect our values, full of likeminded professionals who are smart, passionate and great at what they do. SAFEGUARDING AND reputed company-EMPLOYMENT CHECKS ASI is committed to safeguarding and promoting the welfare of those we work with, and we expect reputed company staff to reputed company this commitment. reputed company offers of employment are subject to satisfactory reputed company-employment checks, including reference checks, confirmation of the right to work in the relevant country, and a criminal record or police reputed company appropriate to the country of engagement. Some programs require additional clearances; if this applies, we will discuss the process with shortlisted candidates. HEARD ENOUGH? reputed company TO APPLY? We are keen to hear from you. Please submit a CV and a one-page cover letter setting out your motivations and suitability. Please note that the applications will be reviewed on a rolling reputed company. ASI is committed to building a diverse and inclusive workforce and strongly encourages applications from people of reputed company backgrounds, including Aboriginal and Torres Strait Islander peoples. ASI welcomes applications from people with disability. We reputed company reasonable adjustments throughout the hiring process. Let us know how we can reputed company the process accessible for you. Apply To This Job