IT Support Engineer - Identity & Access Management Job at LGT Gruppe Holding AG (Brisbane)

Job Description

As a key member of the Technology team, this Technical Support Engineer role plays a vital part in delivering exceptional support to our business and clients. You will primarily provide first and second-line end-user computing support (hardware and software) to users in our Australian offices. This role also involves contributing proactively to the continuous improvement of our end-user computing services and support processes. Additionally, you will participate in project-related tasks, such as hardware deployments, upgrades, and system enhancements.

Job Responsibility

Provide frontline IT support by receiving and handling email, telephone, and walk-up requests from internal and external customers, following agreed procedures
Act as the primary contact for Identity & Access topics, with a focus on user lifecycle management, access control, and audit- and control-related activities
Take ownership of Identity & Access audit activities, including coordinating and executing periodic access reviews, collecting and maintaining audit evidence, tracking and following up on remediation actions, and ensuring controls are operated and documented in line with internal and regulatory requirements
Perform User Access Management (UAM) activities, including processing access requests, role changes, and leaver access removals in line with internal policies and approval workflows
Provide IAM support, including user account provisioning, role-based access control, password resets, and troubleshooting authentication and authorisation issues across key business applications and infrastructure services
Triages Service Requests and Incidents to appropriate teams, ensuring Identity & Access-related tickets are handled accurately, promptly, and in line with defined SLAs
Take full ownership of issues, tasks, and ad-hoc queries, maintaining accurate records and ensuring closure to the satisfaction of the requestor, with particular attention to access-related requests and incidents
Prioritise, diagnose, and resolve Incidents according to agreed SLAs and procedures, escalating complex Identity & Access issues where required
Fulfil Service Requests by following documented processes and procedures and proactively suggesting improvements to Identity & Access and audit workflows where appropriate
Carry out IT workstation deployments, moves, and replacement of desktop accessories when required, ensuring appropriate access is configured and verified as part of the deployment
Image and deploy laptops for new starters and replacement devices, including correct assignment of profiles, group memberships, and application access in line with role-based access models
Create and maintain comprehensive process documentation, particularly for Identity & Access procedures, audit controls, and standard operating instructions
Manage stock levels of IT consumables, such as peripherals and accessories, and order replacement items as required
Collaborate with cross-functional teams (e.g. security, application owners, HR, risk/compliance) to resolve complex technical and access-related issues and to ensure onboarding, role changes, and offboarding are executed accurately, securely, and in line with audit requirements
Liaise with suppliers and third-party vendors, including managed print and application/service providers, for support escalations and to coordinate resolution of access-related problems
Identify and implement improvements to end-user computing services, with a focus on enhancing the efficiency, security, and auditability of Identity & Access processes
Provide basic troubleshooting for hardware, software, and networking issues, including printer services and audio-visual (AV) equipment, escalating when required
Support project tasks and testing activities under the guidance of senior team members, particularly where projects impact Identity & Access controls, user onboarding/offboarding, or application access models

Requirements

Tertiary Qualification in Information Technology and/or Business or equivalent industry experience is desirable
ITIL v3 or 4 certification is desirable
Minimum 2-5+ years as a Helpdesk / Technical Support Engineer or similar
Experience in managing user access management (UAM) activities and supporting audit and control requirements
Experience in a financial services organisation is highly desirable
Demonstrable experience in using and supporting Windows and Microsoft Office suite of products
Knowledge of Apple iOS devices
Good knowledge of email and messaging (Outlook/Exchange/Teams)
Knowledge of endpoint management tools, such as Microsoft SCCM and Microsoft Intune
Active Directory, GPO, management and troubleshooting
Mobile device management (e.g. Microsoft Intune)
Experience with an IT Service Management tool such as Service Now, JIRA or Ivanti
Working familiarity with ITIL service management practices is desirable
Ability to work within a team, understand the technical and business objectives and lead a team to provide a successful solution outcome
A strong commitment to customer-centric outcomes
High level communication and documentation skills

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IT Support Engineer - Identity & Access Management

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