The role...

We are looking to recruit a IT Support Analyst, based in Sydney Australia.

This role ensures the smooth operation of critical applications and infrastructure for the PACOM Global offices. You will monitor performance, troubleshoot complex issues, and identify opportunities to automate and improve processes. You will also help define standards, document procedures, and support the rollout of new tools and services. Interact with business leadership and listen to their requirements/concerns and propose solutions and budgets.

Plan and carry out technical system upgrades, including scheduling, coordination and deployment (including restore/backout plans for failed updates).

Ensure systems and applications are available and perform well by monitoring, analyzing issues, and carrying out proactive maintenance.

Create and maintain technical documents for each location.

What you will be doing...

Analysis & Requirements

• Work with business stakeholders to understand needs, pain points, and priorities.
• Translate business requirements into clear functional and technical specifications.
• Analyze current systems and processes and recommend improvements or new solutions.
• Support feasibility studies and impact assessments for new initiatives.

Systems & Application Support

• Act as a subject matter expert for assigned applications and platforms.
• Troubleshoot and resolve complex incidents and problems, coordinating with vendors when needed.
• Perform root cause analysis and implement long-term fixes, not just quick workarounds.
• Monitor system performance and capacity and suggest improvements.

Projects & Changes

• Lead or support IT projects and change requests from analysis through implementation.
• Prepare and maintain documentation: requirements, test cases, user guides,and technical runbooks.
• Coordinate and perform testing (UAT), and support business users during go-live.
• Ensure changes follow internal standards, security guidelines, and change management processes.

Security & Compliance

• Ensure solutions follow security, privacy, and compliance requirements.
• Support audits by providing documentation and evidence when needed.
• Promote good security practices within the team and with business users.

Collaboration & Stakeholder Management

• Act as a bridge between business teams, IT operations, development, and vendors.
• Communicate clearly about priorities, timelines, risks, and impacts.
• Manage expectations and escalate issues when needed, with clear options and recommendations.

Continuous Improvement & Standards

• Identify opportunities to automate manual tasks and streamline workflows.
• Contribute to IT standards, templates, and best practices.
• Keep up to date with relevant technologies and suggest where they can add value.

What you will need...

Education & Experience

• Completed vocational training, college degree, or equivalent experience in IT, computer science, or a related field.
• Minimum of 4–6 years’ experience in a similar IT support / infrastructure role.
• Experience working with IT ticketing systems and following ITIL-based processes (ITIL = a common framework for managing IT services).
• Advanced knowledge of Microsoft Windows Server (2019–2025), including Active Directory, DNS, DHCP, and Group Policy.
• Advanced knowledge of Microsoft Windows desktop operating system.
• Experience with networking technologies, including switching, routing, firewalls, and VPN.
• Experience with virtualization platforms such as VMware and Hyper-V.
• Experience working with Microsoft 365 environments.

Nice to Have (Preferred)

• ITIL Foundation certification or similar.
• Microsoft, Security and Cloud certifications.
• Experience in a global or multi-site enterprise environment.
• Experience in the security industry or with physical security systems (access control, CCTV).
• Hands-on experience administering or supporting Linux systems (servers and workstations).

Technical Skills

• Strong knowledge of Windows Server and Workstation operating systems,
• including user account management and advanced troubleshooting.
• Experience supporting Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
• and common business applications.
• Advanced understanding of networks (Wi-Fi, VPN, IP addresses, DNS) and
• how to troubleshoot common connectivity issues.
• In-depth knowledge of virtual environments.
• Experience with endpoint security tools (antivirus, patching, encryption, MFA /
• multi-factor authentication).
• Ability to install, configure, and troubleshoot laptops, desktops, mobile
• devices, and printers.
• Basic understanding of Security Frameworks (ISO27001, SOC2, etc.)