Senior Support Analyst

We seek to move the world forward through innovative thinking. 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. Great Place to Work ® ! 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. The role with us 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. You will be: 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. We’re looking for someone who has: 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. Desirable experience and qualifications ITIL MS365 qualifications Certified Professional of the Australian Computer Society Woolpert Benefits Want to earn long-term rewards that reflect your impact? Woolpert’s Principal Program gives employees the opportunity to become stakeholders in the company and benefit directly from its growth and success. Want surety for your income? Woolpert employees benefit from automatic Salary Continuance Insurance provided by the company. Want to make the most of your salary? Woolpert offers novated leasing and salary sacrifice options to help you get more value from your income. Thinking of advancing your studies? Woolpack members wanting to continue their formal education with role related courses have access to reimbursements and study leave options to assist with their studies. Need flexibility with where you work? Woolpert supports hybrid work arrangements—two days from home and three in the office, subject to operational needs. Looking after your wellbeing? Woolpert employees and their immediate family members have access to our…