IT Support Technician

About the role

We are looking for a practical, technology-minded IT Support Technician to provide local support for our teams in Australia and New Zealand. This role acts as the local point of contact for IT and production technology support, working closely with our experienced UK-based IT team. You will help users resolve issues, perform straightforward troubleshooting, assist with hardware and software installations, and provide valuable on-the-ground support that cannot easily be delivered remotely. This is not a standalone IT support role. Responsibility for infrastructure, systems design, cybersecurity strategy and major technical decisions remains with the UK IT team. Extensive training, support and guidance will be provided.

Key Responsibilities

User Support

• Provide first-line IT support for users across Australia and New Zealand.

• Assist users with day-to-day issues involving Windows PCs, printers, Microsoft 365 applications and mobile devices.

• Help users work more effectively with Microsoft applications including Outlook, Excel and Teams.

• Investigate and document incidents, gathering information required by the UK IT team to support resolution.

• Escalate issues appropriately and work with UK colleagues to implement solutions.

Systems & Infrastructure Support

• Carry out routine tasks and checks on local IT equipment following documented procedures.

• Assist with troubleshooting network, connectivity and telephony issues under guidance from the UK IT team.

• Help with deployment, replacement and maintenance of PC hardware and peripheral devices.

• Support implementation of IT security policies and procedures.

• Assist with backup and disaster recovery procedures as required.

Production Systems Support

Full training will be provided.

• Support laser marking machines and other production equipment.

• Adjust simple marking layouts and templates.

• Perform basic fault-finding when equipment is not operating correctly.

• Assist production teams in resolving print quality and operational issues.

• Carry out repairs, upgrades and maintenance activities using documented procedures and remote guidance when required.

Projects & Documentation

• Maintain accurate records of equipment, issues, solutions and procedures.

• Assist with testing and rollout of new software and hardware.

• Contribute to local and global IT improvement projects.

• Assist with documentation and evidence gathering for compliance and audit activities.

General Responsibilities

• Work safely and maintain a clean and organised working environment.

• Communicate clearly with local users and the UK support team.

• Be a positive and supportive member of the wider team.

• Assist site management in achieving operational goals.

• Provide occasional out-of-hours assistance for critical issues when required.

Essential Skills & Experience

• Previous experience in an IT support, helpdesk or technical support role.

• Good working knowledge of Windows 11.

• Ability to diagnose and resolve common PC, printer and software issues.

• Good understanding of basic networking concepts.

• Strong problem-solving and troubleshooting skills.

• Ability to follow documented processes and instructions.

• Good written and verbal communication skills.

• Ability to remain calm and organised when dealing with technical issues.

• A willingness to learn new technologies and systems.

• Ability to work independently while remaining closely connected to a remote support team.

Desirable Skills & Experience

• Experience supporting Microsoft 365 applications.

• Experience using helpdesk or ticketing systems.

• Familiarity with SQL databases.

• Experience supporting bespoke business applications.

• Basic understanding of cybersecurity best practices.

• Experience working in a manufacturing, engineering or production environment.

• Basic mechanical or electronic fault-finding skills.

• Experience with remote support tools.

• Familiarity with backup and recovery procedures.

Personal Qualities

We're particularly interested in people who are:

• Curious and eager to learn.

• Logical and methodical in their approach.

• Friendly and approachable.

• Reliable and trustworthy.

• Practical and hands-on.

• Comfortable working as part of a wider international team.

• Happy to ask questions and seek guidance when required.

What We Offer

• Extensive support and mentoring from an experienced UK-based IT team.

• Training on our bespoke systems and production equipment.

• Opportunity to develop broad technical skills across IT and manufacturing technologies.

• Friendly, collaborative and supportive working environment.

• Long-term career development within a growing international business.