End User Support Specialist

Job Title - End User SupportLocation - Sydney, AustraliaWork Mode - 5 days onsiteJob Type - Contract
* Perform IMAC (Install, Move, Add, Change) activities, including annual device refresh(~25%).* Manage incidents (Break/Fix) for hardware, OS, applications, Citrix VDI, printers, connectivity, and conference room technology.* Provide on-call support for Tier 1 and Tier 2 security incident tickets (weekly rotation).* Handle onboarding/offboarding tasks and miscellaneous IT requests.* Support initiatives such as Windows 11 rollout, domain migration, MEM rollout, CitrixVDI rollout, AV rollout, posture check rollout, and hardware refresh.* Perform KTLO activities: inventory management, storage clean-up, asset disposal.* Conduct User Acceptance Testing for new images and projects.Manage OS and application patching/feature updates.* Deliver global new-hire IT orientation and remote training.* Support company-wide town halls and customer engagement events.* License provisioning/deprovisioning for platforms like Adobe Creative Cloud, Visual Studio/MSDN, Snaglt, Camtasia, Printer Logic.* Ensure effective ticket and queue management.* Provide VIP support for Cision C and C+1 team (~75 users).* Interface with hardware vendors for planning and problem resolution.* Configure and troubleshoot VPN clients; coordinate with Command Center.* Perform secure data deletion before disposal or user reassignment.Required Skills & Qualifications* Strong knowledge of hardware troubleshooting for PCs and peripherals.* Experience with OS patching, application updates, and Citrix VDI environments.* Familiarity with Windows 11 rollout and domain migration.* Excellent communication and documentation skills.* Ability to manage multiple priorities and work under pressure.* Experience in handling VIP support and global end-user training.Preferred Qualifications* Bachelor's degree in computer science, Information Technology, or related field.* IT certifications such as CompTIA A+, Microsoft Certified: Modern DesktopAdministrator Associate, or equivalent.* Experience with MEM (Microsoft Endpoint Manager) and enterprise-level device management.* Experience with MEM (Microsoft Endpoint Manager) and enterpriseneredee management.* Knowledge of ITIL processes and best practices.* Prior experience in global IT support environments and handling large-scale rollouts.Familiarity with security incident management and compliance standards.Key Competencies* Technical Expertise: Proficient in end-user computing and troubleshooting across hardware, OS, and applications.* Problem-Solving: Ability to diagnose and resolve complex technical issues quickly.* Customer Focus: Strong commitment to delivering high-quality support and ensuring user satisfaction.* Collaboration: Skilled in working with cross-functional teams and external vendors.* Adaptability: Comfortable handling urgent requests and dynamic priorities.* Communication: Clear and professional communication for training, documentation, and stakeholder updates.* Process Orientation: Attention to detail in ticket management and compliance.