Senior IT Support Engineer

Job Description

LGT Crestone 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. About the Opportunity As a key member of the IT team, this role plays a vital part in delivering exceptional support to our business and clients. You will primarily provide second-line end-user computing support (hardware and software) to users in our Australian offices, with some first-line support where required. 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. Key Responsibilities Receive and handle email, telephone and walk-up requests for service, from internal and external customers, following agreed procedures. Taking full ownership of issues, tasks and ad-hoc queries, maintaining records, testing deliverables and ensuring closure to the satisfaction of the requestor Act as the escalation point for Level 1 Helpdesk queries, providing guidance and support to junior team members. Oversee IT workstation deployments, moves, and accessory replacements, providing Level 1 support coverage as needed. Mentor and train junior team members to improve their technical skills and processes. Image and deploy laptops for new starters and replacement devices, conducting IT induction for new starters. Identify, package, test, and deploy software updates, and create, customise, and maintain software packages for efficient deployment across the organisation's Windows-based systems. Prioritise, diagnose, and resolve more complex Incidents according to agreed procedures. Fulfill Service Requests, including advanced troubleshooting and detailed resolution documentation. Collaborate with cross-functional teams to resolve complex technical issues and contribute to project delivery. Manage Identity and Access Management (IAM), including troubleshooting advanced authentication and authorisation issues. Liaise with suppliers for managed printer services and escalate support requests to third-party vendors as required. Identify and implement changes to improve end-user computing services. Contribute to organisational projects and changes as instructed by the IT Service Delivery Manager. Create and maintain comprehensive documentation for processes and procedures. Take ownership of advanced issues, tasks, and ad-hoc queries, ensuring closure to the satisfaction of the requestor. Troubleshoot software, hardware, software, and networking issues, including printer services and audio visual equipment (AV), escalating when required. Provide technical leadership in troubleshooting and resolving high-priority incidents. Manage competing priorities to balance day-to-day operations with project work effectively. About You You have your ITIL v3 or 4 certification, ideally are degree qualified, and have a minimum of 4 years’ experience working as a Desktop Support Engineer, preferably within financial services. Teamwork and customer centric outcomes are key at LGT Crestone, so your ability to work within a team couple with your understanding of both the technical and business objectives will assist you leading a team to provide a successful solution outcome. Through your career so far you have developed strong skills and demonstrable experience in using and supporting Windows and Microsoft Office suite of products, a basic knowledge and understanding of networking concepts and a working familiarity with ITIL service management practices. You have also gained experience using endpoint management (e.g. Microsoft SCCM and InTune) and IT Service Management (e.g. Service Now, JIRA or Ivanti) tools. Additionally, you have knowledge of Apple iOS devices, email and messaging (Outlook/Exchange/Teams), as well as Active Directory, GPO, management and troubleshooting. What’s in it For You? Competitive salary package Opportunity to participate in a discretionary bonus program Flexible working environment Support and various programs for our people (Employee Assistance Program, Health & Wellbeing, Employee Referral Program) LGT Crestone is committed to the ongoing development of their employees. Your development will be managed and tailored to your role and future career path. LGT Crestone 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.#J-18808-Ljbffr