IT Support Analyst


ARUP an international firm currently involved in major infrastructure projects across Victoria working in, design, planning and project management.

The Role; 

We’re looking for an IT support analyst to be the front-door to technology services to the rest of the organisation.
You will help to increase business productivity by taking a customer-focused, proactive and collaborative approach to anticipating and resolving technology issues. You will provide support and technical expertise to a range of issues relating to hardware, software peripherals and projects.

Working under the guidance of the local service lead, you will be part of a larger team that provides customer-focused digital services to Arup globally.

This is a full time, level 2 support role in a typical IT support infrastructure, with a business-focused mindset.

We provide opportunities for all our people to develop their skills, along with challenging and innovative work in an environment that allows individuals to flourish. We believe in continuous learning; providing a culture that is naturally curious and always stimulating. One that promotes self-discovery and allows people time to be creative.   


You should apply if:

You are passionate about helping people get the most out of technology

You are excited by the opportunity to learn new things

You value career progression and are open to new opportunities


Responsibilities of the role include;

Acting as client liaison for all Digital Technology-related requests from staff, being first line of engagement to understand and address issues and needs around desktop (Windows, O365 etc.) and infrastructure (compute, storage, network, cloud services, enterprise systems, cybersecurity, etc.), engaging and escalating to other Digital Technology teams as needed 

Providing value added services to the business, working together with the leadership team to drive technology and help transform business activities 

Configuring, deploying, maintaining, troubleshooting and supporting workstations, laptops, printers, mobile devices, phones and other computer and telecoms equipment 

Solving problems associated with hardware (PCs, Macs, mobile, etc.), software, and services (video conferencing, remote access, etc.) determining the source of problems and classifying their level, priority and nature. When appropriate,escalating or routing them to the appropriate team 

Helping with a range of office-based technology needs – installations, moves, changes, etc. that involve staff requirements and infrastructure needs, working collaboratively with other DT service teams 

Responding to, documenting and resolving service tickets in a timely manner according to an agreed service level 

Documenting procedures, standards, best practices configurations, settings, installation sequences and back-out instructions 

Following ITIL/Service Management policies and procedures

Helping the software asset management team to maintain applications (license management and version control) 

Helping with communications and training around technical change

Playing an active part in our team: helping to build an inclusive environment, sharing your knowledge and promoting best technology practices with colleagues

Some of the technology you could expect to support includes:

Personal computing (HP, Mac, etc.) 

Mobile computing (iPhone, iPad, Samsung etc. depending on office or regional policy)

Microsoft Windows Operating System, Mac OSx (limited) 

Microsoft365 and associated services (i.e. OneDrive for Business, MS Teams, etc.) 

Cloud based solutions (Azure, AWS, etc.) 

Videoconferencing hardware/software based on global standards 

Office printers and copiers (these vary depending on office or regional policy)


Requirements and skills;

Some experience working in a regional or global organisation providing desktop support services in a Microsoft environment

A desire to learn, you should have a track record of developing your technical knowledge and applying new skills in a high paced environment 

Good analytical skills, with ability to solve problems and openness in sharing your knowledge and thinking with others 

Experience of ServiceNow or similar IT Service Management systems

Some experience working in a professional services organisation



Familiarity with MS Teams and O365

Familiarity with technical software solutions from Autodesk, Bentley, Trimble, etc

Familiarity with software solutions from Adobe, Bluebeam, Cisco, Symantec, etc


Personal Qualities;

Collaborative, consultative and effective in a consensus-based decision-making culture

High energy, motivated, open-minded and willing to embrace innovation and new technology

Written and verbal communication skills; communicating to all levels within an organisation

Continually exercises thought and judgment to determine the most appropriate action

Interpersonal skills and the ability to develop and maintain relationships with representatives from various organisational offices and levels

Attention to detail



Desire or working towards technical certification in Information Technology


Fixed term 6 month full time 37.5 hrs per week Monday to Friday

Possible extension dependent on available work on the completion of the fixed term

Start times 8.30am – 5pm (flexibility with start and finish times)



Working from 699 Collins Street, Docklands, Melbourne, combination of office and work from home





Application Closing;

Wednesday 16 March 2022

To Apply: send your resume to or


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Full time