Senior Support Analyst

Woolpert is an award-winning, global leader in architecture, engineering, and geospatial services. We blend design excellence with cutting-edge technology to deliver exceptional client value. Our team is passionate about their work and committed to building the next generation of industry leaders, and as a certified Great Place to Work®, Woolpert embraces progress and innovation to create limitless opportunities for career growth.

We’re proud to be certified as a Great Place to Work® for the 9^th time! We invest in advanced tools and professional development to empower our teams. Built on trust, respect, and shared success, our culture makes Woolpert more than a workplace it’s a community.

We are looking for a Senior Support Analyst to join our high-performing APAC IT team. Reporting to the IT & C Manager and based in our Melbourne office, this is a broad, hands-on role providing Level 1–3 IT support across Woolpert’s business. You will support day-to-day helpdesk queries, Microsoft 365/Exchange administration, endpoint management, server and networking troubleshooting, documentation, and infrastructure project delivery, while working closely with internal stakeholders and global IT teams.

• Providing Level 1, 2 and some Level 3 IT support across helpdesk, desktop, infrastructure, server, networking, Microsoft 365/Exchange, and endpoint environments.
• Responding to helpdesk calls and emails, and managing incidents, requests and changes through resolution.
• Administering and supporting Windows Server, Active Directory, Azure, Microsoft 365, Exchange, user accounts, devices and system access.
• Managing, assigning and supporting specialised vendor software licenses, including application auditing, licensing and maintenance.
• Supporting LAN/WAN environments, routers, switches, firewalls, unified communications, mobile telephony, virtual machines and VDI environments.
• Troubleshooting hardware, software and infrastructure issues across local and remote environments.
• Maintaining IT asset inventory, compliance records, support documentation and knowledge base information.
• Providing end-user training, documentation and customer-focused support to internal users, clients, vendors and stakeholders.

• Tertiary qualifications or equivalent in IT is preferred.
• At least 5 years of experience with relevant responsibilities.
• Experience providing face-to-face support is essential.
• Strong customer service skills and excellent written and verbal communication skills.
• Sound knowledge of Windows desktop and server environments, Microsoft 365 and associated technologies.
• Working understanding of networking, AV, LAN/WAN environments and related technologies.
• Ability to multitask, prioritise competing requests and work independently when required.

• ITIL
• MS365 qualifications
• Certified Professional of the Australian Computer Society

Woolpert is an equal-opportunity employer. Woolpert is committed to the full inclusion of all individuals. We recruit, train, compensate, and promote regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law.  You may view more about EEO on our website: Equal-Employment-Opportunity-The-Law.pdf and EEO is the Law Poster Supplement.

Applicants who require an accommodation throughout the application and interview process should request this in advance by contacting askhr@woolpert.com.

If you need to reschedule or cancel your interview, please reach out to your recruiter by contacting recruiting@woolpert.com. 

To all agencies: Please, no phone calls or emails to any employee of Woolpert or any of our subsidiaries about this requisition. All resumes submitted by search firms/employment agencies to any employee at Woolpert via email, the internet, or in any form and/or method will be deemed the sole property of Woolpert, unless such search firms/employment agencies were engaged by Woolpert's Talent Acquisition Team for this requisition and a valid agreement is in place. In the event a candidate who was submitted outside of Woolpert's applicant process is hired, no fee or payment of any kind will be paid.