Technical Support Specialist II

About The Business

LexisNexis Risk Solutions is the essential partner in the assessment of risk. Within our Business Services vertical, we offer a multitude of solutions focused on helping businesses of all sizes drive higher revenue growth, maximize operational efficiencies, and improve customer experience. Our solutions help our customers solve difficult problems in the areas of Anti-Money Laundering/Counter Terrorist Financing, Identity Authentication & Verification, Fraud and Credit Risk mitigation and Customer Data Management. You can learn more about LexisNexis Risk at the link below, https://risk.lexisnexis.com

About Our Team

LexisNexis Risk Solutions is seeking a bright, dynamic, and hands-on 2nd Line Support Analyst to join our esteemed team. This role will be based in our St Leonards Sydney office and will focus primarily on providing technical support to users in Australia, while also working in close collaboration with colleagues to support users across the Asia-Pacific region.

About The Role

The successful candidate will additionally liaise with 1st line Service Desk analysts and 3rd line senior support specialists to ensure the delivery of efficient, reliable, and seamless IT operations

As a member of our global Infrastructure and Enterprise Services group, consisting of over 130 professionals and providing support to more than 11,000 Windows and MacOS users across diverse business units and geographical regions, you will assume a critical role in ensuring the consistent delivery of world-class IT support services.

Responsibilities

• Proven enterprise-level experience supporting both MacOS and Windows environments
• Proficiency with Windows build and deployment tools (e.g., Microsoft Autopilot, MDT, SCCM)
• Experience with MacOS management tools (e.g., JAMF Pro)
• Strong knowledge of Active Directory administration and account management processes
• Expertise in troubleshooting Microsoft Teams and Outlook, including Exchange/Office 365 connectivity issues
• Experience with VPN solutions (e.g., Cisco VPN with multifactor authentication)
• Familiarity with ITSM platforms (e.g., ServiceNow, Remedy)
• Skilled in connecting and supporting mobile devices (iOS, Android, Windows) in a corporate environment
• Competence in basic hardware maintenance and troubleshooting (e.g., Dell laptops, MacBooks, iPhones, etc.)
• Experience operating AV equipment (e.g., Logitech Rally systems)

Requirements

• Fluency in spoken and written English, with strong communication skills
• A strong communicator who values teamwork and customer service
• Independent, reliable, and responsible, with excellent attention to detail
• Highly organised and able to prioritise effectively
• Flexible in finding solutions, yet process-oriented, with the ability to follow established procedures while also identifying opportunities for improvement
• Proactive in problem-solving, with a hands-on approach to technical challenge
• Experience with Citrix client troubleshooting
• Basic network troubleshooting skills
• Foundational knowledge of PowerShell scripting

Learn more about the LexisNexis Risk team and how we work here

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