About the role

We are seeking an experienced IT Support Engineer to join our growing team in Cronulla, NSW. This is a full-time position based on-site at our Cronulla office. As an IT Support Engineer, you will play a crucial role in maintaining and supporting our clients' IT infrastructure, ensuring seamless operations and minimal downtime. You will be the technical backbone of our support operations, providing expert-level assistance to resolve complex IT issues and deliver outstanding customer service.

Key responsibilities

• Provide first and second-line technical support to clients via phone, email, and remote access, diagnosing and resolving hardware, software, and network issues
• Manage and maintain IT systems, infrastructure, and user accounts across client environments
• Perform proactive system monitoring and maintenance to prevent issues and optimise performance
• Install, configure, and upgrade software applications, operating systems, and hardware components
• Troubleshoot network connectivity issues and provide technical guidance to end users
• Document all support requests, resolutions, and technical issues in our ticketing system
• Collaborate with senior technical staff and other team members to resolve complex technical problems
• Provide on-site support when required, including hardware repairs and system installations
• Maintain accurate records of all IT assets and maintain confidentiality of sensitive client information

What we're looking for

• Proven experience as an IT Support Technician, IT Support Engineer, or similar role in an IT support environment
• Strong technical knowledge of Windows and/or Mac operating systems
• Experience with networking fundamentals, including TCP/IP, DNS, DHCP, and VPN configurations
• Proficiency with Active Directory, Group Policy, and user account management
• Knowledge of hardware troubleshooting, including desktops, laptops, printers, and peripheral devices
• Experience with ticketing systems and IT service management best practices
• Excellent problem-solving skills with the ability to think logically and work methodically through complex issues
• Strong communication skills with the ability to explain technical concepts to non-technical users
• Customer-focused approach with a commitment to providing high-quality support
• Relevant IT certifications such as CompTIA A+, Microsoft Certified Associate, or equivalent qualifications are highly desirable
• Experience with cloud services such as Microsoft 365, Azure, or Google Workspace is advantageous

Why Join Modus?

At Modus, we believe our people are the driving force behind our success. That's why we invest in creating a workplace where you can thrive professionally while enjoying a supportive, inclusive culture.

What’s in it for you?

💰 Competitive Salary – Be rewarded for your experience and contribution.

🚀 Career Growth – Genuine progression, training and professional development.

🎂 Extra Leave – Birthday Leave and Loyalty Leave.

🤝 Great Culture – Supportive leadership, collaborative teams and a workplace where your ideas matter.

❤️ Wellbeing – EAP and wellbeing initiatives to support you at work and beyond.

🌱 Make an Impact – Real autonomy, trusted client relationships and the opportunity to shape service delivery.

Apply now and start your next chapter with Modus Projects!

Employer questions

Your application will include the following questions:

• Which of the following statements best describes your right to work in Australia?
• What's your expected annual base salary?
• How much notice are you required to give your current employer?
• How many years' experience do you have in the IT industry?
• How many years of experience do you have in the IT Infrastructure Industry?
• What's the highest level of ITIL qualification you have completed?
• How many years of IT Asset Management experience do you have?
• Do you have Data Risk Management experience?
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