It Support Engineer Job at KFC Australia (Frenchs Forest)

Job Description

At KFC, our Technology Operations team is dedicated to delivering reliable, secure and high-performing technology solutions that keep our business running. Reporting to the Infrastructure Manager, our IT Support Engineer plays a key role in supporting end-user computing, enterprise infrastructure and Microsoft technologies across our corporate environment. This role is responsible for delivering exceptional technical support, managing incidents and requests, and contributing to technology projects and continuous improvement initiatives. Working closely with internal stakeholders and external vendors, you'll help maintain our IT environment while providing a consistent and seamless technology experience for our teams. Please note, this is a 9-month fixed-term contract to cover a period of parental leave.

Job Responsibility

Provide Level 1 and 2 technical support, troubleshooting and incident management across end-user devices, servers, networks and Microsoft technologies
Support and maintain desktops, laptops, mobile devices, printers, meeting room technology and other end-user hardware
Administer Active Directory, Microsoft Exchange/O365 and Microsoft Teams Room environments
Act as a subject matter expert for end-user computing initiatives and contribute to the continuous improvement of IT services, processes and the service catalogue
Manage vendors and coordinate hardware and software deployments, upgrades and lifecycle activities
Apply ITIL best practices to incident and problem management, escalating risks and driving timely resolution
Create and maintain technical documentation, knowledge articles and training materials
Research, recommend and implement infrastructure improvements, upgrades and recovery solutions, including responding to system outages and security incidents
Support technology projects and undertake other duties as required

Requirements

3+ years' experience in IT Service Management or a technology support role within an enterprise environment
An ITIL v3/v4 certification and/or tertiary qualification in Information Technology are highly regarded
Strong experience supporting Windows 10/11, Windows Server environments and Microsoft technologies, including Azure, Active Directory, Exchange, SCCM/MDT (or similar endpoint management tools) and Microsoft Teams Rooms
A solid understanding of networking fundamentals, including LAN/WAN, DNS, DHCP and routing
Experience with virtual desktop infrastructure (VDI) is advantageous
A customer-focused approach with strong communication, problem-solving and stakeholder management skills
A proactive, organised and solutions-focused mindset, with the ability to prioritise competing tasks and work both independently and collaboratively
Willingness to support the operations of a 24/7 business

Nice to have

Experience with virtual desktop infrastructure (VDI) is advantageous
ITIL v3/v4 certification and/or tertiary qualification in Information Technology are highly regarded

What we offer

Flexible hybrid working arrangements, including half-day Fridays
Additional wellbeing leave each year
Monthly mobile phone and home internet contributions
Employee discounts at KFC restaurants
Corporate Culture Club initiatives and team experiences
Free onsite secure parking at Frenchs Forest
A supportive, collaborative and people-first culture focused on growth and development

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It Support Engineer

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