IT Support Technician

Role overview

This position is the main entry point for technology support at Mivada’s Sydney office. You will be the on-site contact for everyday IT requests, help maintain local hardware stock, and take care of routine technical work under the guidance of the IT & Security Lead. It is designed as a practical starting point with clear learning and progression opportunities within the IT & Security career stream.

Helpdesk and user support

• Respond to incoming IT tickets as the first line of support through Jira Service Management.
• Assist Sydney-based employees in person with hardware, software, and basic network connectivity issues.
• Pass unresolved or more complex incidents to the IT & Security Associate, including precise notes and steps to reproduce the issue.
• Keep ticket records accurate and updated throughout the full resolution process.

Troubleshooting

• Work through common end-user problems on Windows and macOS devices, Microsoft 365 apps, peripherals, and Wi‑Fi connections.
• Use existing runbooks where they are available and flag missing steps or gaps so the documentation can be improved.
• Know when to escalate an issue and stay within the limits of your support scope.

IT asset and inventory management

• Track all Sydney office IT equipment using Mivada’s IT asset management system.
• Keep records accurate for device assignments, returns, repairs, and disposals.
• Carry out regular physical checks and reconcile any differences in the inventory.
• Handle the movement, shipping, and receiving of hardware.

Endpoint provisioning

• Set up Windows 11 and macOS on new and refurbished devices.
• Enroll endpoints into the company’s MDM tools, including Intune for Windows and Mosyle for macOS.
• Apply standard build settings and confirm compliance before devices are issued.

Additional duties

• Support IT-related onboarding and offboarding tasks, such as device handover, access checks, and hardware collection.
• Keep the IT storage area tidy and well organized.
• Help improve internal documentation whenever process gaps are identified.

Requirements

• We are open to recent graduates, diploma holders, or candidates with up to 1 year of experience in an IT-related role. Internships, part-time IT work, and practical personal projects are all valid experience.
• You should be comfortable using Windows and macOS as a regular user and able to troubleshoot basic issues.
• Working knowledge of Microsoft 365 tools such as Outlook, Teams, and OneDrive is needed.
• A basic understanding of internet and networking concepts such as IP addresses, Wi‑Fi, and DNS is expected.
• Strong written English is important so you can document issues clearly for others to pick up.
• You must be able to work independently on site while reporting to a remote manager.
• Exposure to a ticketing platform such as Jira, Freshservice, or ServiceNow would be an advantage, even if only as a user.
• Familiarity with MDM tools or the idea of mobile device management is a plus.
• Any relevant certification or coursework such as CompTIA A+, ITIL Foundation, or MS-900 is welcome.
• A hands-on background such as building PCs, running a home lab, helping others with tech issues, or contributing to a tech community is beneficial.
• Curiosity about scripting with PowerShell, bash, or Python at any level is valued.
• You must work with honesty and discretion when handling confidential data, physical assets, and user information.
• You should be genuinely interested in technology and able to learn new tools quickly.
• A learning mindset is essential: ask questions, take each ticket as a chance to grow, and avoid pretending to know what you do not.
• Reliability and punctuality matter because the role depends on being present onsite as expected, three days per week.
• You should be patient with non-technical users and able to explain issues in simple, clear language.

Benefits

• Gain hands-on exposure to a modern cloud-based IT environment including Microsoft 365, Entra ID, Intune, Defender XDR, Mosyle, Sophos XGS, Jira Service Management, and Scrut.
• Receive guidance and mentorship from an experienced IT & Security team working within ISO 27001:2022 and SOC 2 Type 2 frameworks.
• Take real ownership of the Sydney office IT setup from the outset.
• Be part of a company scaling rapidly, with plans to grow to 350 staff over the coming years.

Working arrangement

This is an onsite-first contract role based at Mivada’s Sydney office in Sydney, New South Wales, Australia. You will be in the office three days each week, specifically Monday, Wednesday, and Friday. Remote work is not part of this position because physical presence is central to the job. Standard working hours follow AEST/AEDT business hours. The initial contract term is 6 months fixed term.