DESCRIPTION

We’re on a mission to be a Force For Good, through our People, Products and Purpose at Nuix. Nuix is one of the greatest comeback Technology success stories in Australia, and we’re making massive waves each day. Nuix is, and will be, a pioneer in the Australian Technology space, and we’re carrying the torch on what “good” looks like.
This extends to our People. We’re fiercely passionate, love working at pace, thrive in ambiguity, live, and breathe outside of the box, and above all are good humans. Our impact extends outside of our 9-5, and our place in society isn’t always defined by corporate metrics. We’re determined to make a positive difference in the world, whether through our solutions which help the top companies, governments and agencies find the truth and combat illegal activities, or through our people who care about contributing and giving back both within, and outside, of Nuix. We are a Force For Good.
We’re selective about who comes on board, and you should be too. But if the above sounds like a match, get in touch today and get ready for the possibility of starting a once-in-a-career journey.
The Senior IT Support Engineer is responsible for providing technical assistance and support to end-users for desktops, laptops, peripherals, and software applications. The role involves diagnosing, resolving, and documenting IT incidents, as well as assisting with the setup, configuration, and maintenance of computer systems. The Senior IT Support Engineer reports to the IT Support Manager and plays a crucial role in ensuring the smooth operation of end-user computing environments.

SKILLS, KNOWLEDGE AND EXPERTISE

• Tertiary qualification in Computer Science or related field, or relevant experience.
• Strong technical proficiency in diagnosing and resolving hardware and software issues for Windows and Mac platforms.
• Knowledge of desktop operating systems (e.g., Windows 10, macOS) and common productivity applications (e.g., Microsoft 365, Adobe).
• Familiarity with desktop management tools, remote support, and IT service management.
• Excellent problem-solving and analytical skills, with a detail-oriented approach to issue resolution.
• Strong communication and customer service skills to interact effectively with end-users at all levels of the organization.
• Availability to work onsite 4-5 days per week
• Ability to work independently and prioritize tasks in a fast-paced environment.
• Ability to travel inter-country and globally if required

• Provide timely and effective technical support to end-users, responding to and resolving IT incidents and service requests.
• Install, configure, and maintain hardware, software, and peripherals, ensuring compatibility and optimal performance.
• Diagnose and troubleshoot hardware and software issues for desktops, laptops, printers, scanners, and other end-user devices.
• Setup and deployment of new desktops, laptops, and software applications for end-users.
• Collaborate with other IT teams to escalate and resolve complex technical issues.
• Maintain accurate records of IT incidents and service requests, tracking progress and resolution status in the IT service management system.
• Educate end-users on IT best practices, procedures, and self-help tools to improve their overall computing experience.
• Follow standard operating procedures (SOPs) and adhere to IT policies for incident management and service delivery.
• Keep abreast of the latest hardware, software, and security updates to ensure a secure and up-to-date computing environment.
• Participate in IT projects related to desktop infrastructure upgrades, migrations, and rollouts.
• Proactively identify opportunities for process improvements and contribute to enhancing the overall efficiency of the Senior IT Support function.