We are a dynamic and growing software solution provider with Australia's leading Insurance companies as our clients.

The role on offer can be is Hybrid at our Sydney Office. 2 - 3 days in office after probation.

Flexible hours, supportive work environment, mentoring and training are just some of the benefits on offer.

Axe Group is seeking a talented, and driven individual to fill its IT Support Engineer position within the Managed Services team. The role will manage tier 1 support for both our internal staff, and our clients, ensuring quick resolution of issues, and escalating as required. The role requires strong technical experience as it is expected that they will be hands-on in resolving staff desktop issues, performing initial analysis of system issues and performing application updates.

The role will suit those with strong problem solving and communication skills, enjoys staff and client interaction, and has a keen interest in technology.
This role will require occasional evening or weekend work to support projects or to address operational needs. This role will also be Hybrid based in Sydney.

Key Responsibilities:

• Manage both internal and external support requests, ensuring timely updates within defined SLAs, and providing tier two or three support when necessary.
• Be the primary contact, and incident manager for major incidents, coordinating technical expertise, managing communication and escalations, tracking incident tasks through to resolution.
• Monitor system performance, proactively addressing issues, and provide reporting against defined SLAs
• Manage application deployment schedules and implementation
• Attend standups, and other meetings as required, to assist in the management of support requests.
• Managing third parties based on their commercial obligations, including associated support requests, and assisting in risk reviews and contract negotiations.
• Proactively identifying improvements to reduce support requests
• Investigate and implement tools, and processes, to improve management of support requests, and application deployments
• Establishing and maintaining strong relationships across teams and with staff/clients
• Documenting solutions, and providing self help docs for common issues
• Managing staff equipment, including purchasing, configuration, distribution, budgeting, asset register, and stock
• Undertakes other duties as required to support or enhance the mission and reputation of Axe and managed services.

Skills

• Requires excellent communication and problem solving skills, along with a patience and flexibility.
• Experience with Windows 10/11, MSOffice, and general networking and security.
• Optional experience in linux and scripting (Python/Bash) is an advantage.
• Would suit someone interested in moving into DevSecOps.
• Sydney position only. Mainly work from home and will require coming into Sydney City office at least once a week.