IT Operations Technician

About TMGM

TMGM is a global online trading and investment business with a strong footprint across three continents. The company is recognized as Chelsea FC’s official regional online forex and trading partner in Asia Pacific and is known for its focus on regulatory standards, innovation, and customer service.

TMGM aims to deliver outstanding trading conditions by using advanced platforms and ongoing product development. Its technology-driven approach is designed to support clients with reliable tools, strong liquidity, and a smooth trading experience in a fast-moving financial environment.

Role Overview

TMGM is looking for a proactive IT support professional to handle day-to-day technical assistance across the organization. The position involves managing service requests and incident tickets, resolving hardware and software issues, maintaining IT equipment records, and making sure employees receive prompt and effective support.

This role is a good fit for someone who wants to build a career in IT support while gaining exposure to infrastructure, endpoint administration, security processes, and enterprise productivity platforms.

Key Responsibilities

• Monitor assigned tickets, keep them current, set priorities, and follow them through to completion.
• Resolve incident tickets involving hardware, software, network, printer, email, login, and access problems.
• Manage service requests such as account creation, password resets, software installs, device setup, access provisioning, and basic configuration updates.
• Record troubleshooting actions, final resolutions, and closure notes clearly in the ticketing system.
• Work within service-level targets and escalate issues when they cannot be completed on time.
• Set up, configure, and troubleshoot desktops, laptops, printers, scanners, mobile devices, and common business software.
• Support Windows, macOS, Microsoft 365, email, VPN, Wi-Fi, and standard office productivity tools.
• Assist with onboarding and offboarding by preparing devices, creating or removing accounts, managing access, and collecting equipment.
• Carry out basic mobile device management tasks, including enrollment, compliance checks, policy application, and user assistance for mobile issues.
• Troubleshoot basic network connectivity problems across LAN, Wi-Fi, VPN, and internet access.
• Keep records up to date for IT assets, repairs, support work, and ticket history.
• Draft simple user instructions, knowledge base entries, and support documentation when needed.
• Follow internal procedures for IT security, data protection, and access control.

Requirements

• An associate’s or bachelor’s qualification in IT, Computer Science, Computer Engineering, or a similar discipline is preferred.
• 2 to 3 years of experience in IT support, service desk, helpdesk, desktop support, or IT operations support.
• Practical experience using an ITSM or ticketing platform, with Jira Service Management preferred.
• Working knowledge of incidents, service requests, access requests, and escalation handling.
• Understanding of SLA targets, ticket priority, status tracking, escalation flow, and resolution timelines.
• Experience supporting Windows and/or macOS devices.
• Basic familiarity with Microsoft 365, Active Directory or Entra ID, email support, VPN, printer support, and endpoint troubleshooting.
• Exposure to MDM tools such as Microsoft Intune, Jamf, or similar platforms is beneficial.
• Solid understanding of hardware, software, networking, and common office applications.
• Ability to document troubleshooting steps and resolutions in a clear and structured way.
• Strong communication skills and a customer-focused approach.
• Ability to manage several support requests at once and keep following up until issues are resolved.
• Professional certifications such as CompTIA A+, ITIL Foundation, Microsoft certifications, or related IT support credentials are an advantage.

Benefits

• Competitive pay with performance-linked incentives.
• Opportunities for career progression and professional development within a global organization.
• Supportive, collaborative, and inclusive workplace with cross-regional exposure.
• Health and wellness benefits.

Additional Information

This is a full-time onsite role based in Sydney, New South Wales, Australia.