IT Support Engineer

Job description

LGT Wealth Management was formed around a clear and uncompromising vision – to bring global best practice in building institutional quality investment portfolios to Australian clients. With a shared passion for building an uncompromised business – we created something new from the ground up. A chance to leave behind the things that weren’t working, while enhancing the things that were. Our authentic and personalised client-first commitment. Our entrepreneurial spirit. Our focus in best-in-class advice. And our intimate understanding of the Australian private wealth landscape. In 2022 we became a part of the LGT Group, who shared our entrepreneurial spirit, long-term approach and private-ownership model. Today, with the global expertise, stability, and capability of LGT behind us, we can work without being reliant on markets or margins, with a singular focus on giving our clients the advice and deep expertise they need for generations to come. We are looking for an IT Support Engineer to join our Technology team on a 12‑month fixed‑term contract. As a key member of the IT team, you will play a vital part in delivering exceptional support to our business and clients. You will primarily provide first and second-line end-user computing support (hardware and software) to users in our Australian offices. This role also involves contributing proactively to the continuous improvement of our end-user computing services and support processes. Additionally, you will participate in project-related tasks, such as hardware deployments, upgrades, and system enhancements. Your Responsibilities Provide frontline support, receiving and handling email, telephone, and walk-up requests for service from internal and external customers, following agreed procedures. Triaging Service Requests and Incidents to appropriate teams Take full ownership of issues, tasks, and ad-hoc queries, maintaining accurate records and ensuring closure to the satisfaction of the requestor. Prioritise, diagnose, and resolve Incidents according to agreed SLAs and procedures. Fulfill Service Requests following documented processes and procedures. Carry out IT workstation deployments, moves, and replacement of desktop accessories when required. Image and deploy laptops for new starters and replacement devices. Provide support for Identity and Access Management (IAM), including user account provisioning, role-based access control, password resets, and troubleshooting authentication and authorisation issues. Create and maintain comprehensive process documentation. Manage the stock levels of IT consumable items and order replacement items as required. Collaborate with cross-functional teams to resolve complex technical issues when necessary. Liaise with suppliers for managed printer services, support request escalation to third-party vendors, and obtaining quotes for purchases. Identify and update changes to improve the end-user computing services. Provide basic troubleshooting for hardware, software, and networking issues, including printer services and audio visual equipment (AV), escalating when required. Support project tasks or contribute to testing under the guidance of senior team members. Your skills and experience Minimum 2 years as a Helpdesk / Technical Support Engineer or similar Experience in a financial services organisation is highly desirable Demonstrable experience in using and supporting Windows and Microsoft Office suite of products. Knowledge of Apple iOS devices. Good knowledge of email and messaging (Outlook/Exchange/Teams) Knowledge of endpoint management tools, such as Microsoft SCCM and Microsoft Intune Active Directory, GPO, management and troubleshooting Mobile device management (e.g. Microsoft Intune) Experience with an IT Service Management tool such as Service Now, JIRA or Ivanti. Working familiarity with ITIL service management practices is desirable. Ability to work within a team, understand the technical and business objectives and lead a team to provide a successful solution outcome. A strong commitment to customer-centric outcomes. High level communication and documentation skills. Your qualifications Tertiary Qualification in Information Technology and/or Business or equivalent industry experience is desirable. ITIL v3 or 4 certification is desirable. LGT Wealth Management is committed to the ongoing development of their employees. Your development will be managed and tailored to your role and future career path. LGT Wealth Management is an equal opportunity employer committed to embracing a diverse and inclusive work environment. We aim to attract and retain the best people regardless of their gender, marital/parental status, ethnic origin, nationality, age, background, disability, sexual orientation and gender identity.