Provide second level IT Support with a specific focus on excellent customer service for Heidelberg Materials Australia’s internal customers
Join a national business where your technical expertise, problem-solving skills and customer focus will make a genuine impact.
Heidelberg Materials Australia is seeking an experienced IT Support Analyst to join our Digital/IT team, providing high-quality Level 2 technical support to employees across the organisation.
This is a hands-on role suited to someone who enjoys solving problems, working directly with customers and supporting a broad range of technologies in a large, geographically dispersed business.
About the role
You will provide responsive and professional technical support across desktop, infrastructure, networking and business systems.
You will manage incidents and service requests through the Service Desk, troubleshoot and resolve issues, coordinate escalations and support the rollout and maintenance of IT infrastructure across our operations.
You will also participate in an on-call roster supporting our 24/7 operations, with some travel required to provide proactive onsite support.
Your key responsibilities will include:
- Providing Level 2 technical support via telephone, remote support and onsite assistance
- Managing incidents and service requests within agreed service levels
- Troubleshooting desktop, network, hardware and application issues
- Escalating complex issues to Level 3 support teams and following through to resolution
- Supporting the rollout of computers, networking equipment and other IT infrastructure
- Conducting proactive site visits to maintain equipment and improve the customer experience
- Working with internal and external service providers to resolve technical issues
- Supporting network connectivity and telecommunications environments
- Developing and maintaining IT documentation, FAQs and Standard Operating Procedures
- Supporting and managing small to medium IT projects
- Participating in the IT on-call support roster
About you
You are a technically capable IT professional who combines strong troubleshooting skills with an excellent approach to customer service.
You are comfortable working independently, managing competing priorities and taking ownership of issues through to resolution.
Ideally, you will bring:
- Demonstrated experience across IT Service Desk, Desktop Support, Systems Administration or Systems Support
- Strong knowledge of Microsoft Windows 11, Microsoft Office, Outlook and Active Directory
- Experience supporting Microsoft server and enterprise environments
- Exposure to Cisco and Fortinet networking technologies
- Experience troubleshooting LAN/WAN and corporate network connectivity
- Experience supporting Citrix, XenApp, thin client and thick client environments
- Exposure to ERP and business applications such as SAP
- Experience supporting mobile devices across Android and iOS
- Experience with VoIP and enterprise telephony environments
- Strong troubleshooting, analytical and problem-solving capability
- Excellent written and verbal communication skills
- Experience developing technical documentation and SOPs
- Strong organisational, time management and project coordination skills
- Experience working within a large organisation, ideally involving global teams and multiple time zones
- Microsoft or other relevant technical certifications will be highly regarded
- A willingness to travel as required
What will make you successful
We are looking for someone who genuinely enjoys helping people and takes ownership of delivering a great IT experience.
You will be:
- Customer focused and service driven
- Proactive and comfortable using your initiative
- Calm and effective when troubleshooting under pressure
- Able to prioritise multiple competing issues
- Comfortable working independently
- Collaborative and willing to support the broader team
- Detail focused and disciplined in your approach
- Passionate about technology and continuously learning
Apply today to join Heidelberg Materials Australia and help deliver reliable, responsive and customer-focused IT support across our business.
