IT Support Specialist

The role & it's impact:

As an IT Support Specialist, you will be a vital part of our internal IT team, acting as a highly visible representative within our Sydney office. You will take ownership of support contact points, providing human and helpful assistance across tickets, walk-ups, and chat to ensure our people have the tools they need to do the best work of their lives.

You will play a central role in managing our regional support needs for Australia and Asia, handling everything from software and hardware requests to complex service incidents. This role is essential for our growth as we expand our Sydney footprint, where you will ensure that our technology and systems remain seamless and reliable for every team member.

The team & how they connect:

You will join a global internal IT team that thrives on collaboration and shared knowledge to resolve service requests and incidents. In Sydney, you will work closely with our local Network Engineer and regional colleagues to maintain high service standards while contributing to a global support experience. The team is dedicated to building strong relationships across the business, providing essential support to everyone from new starters to senior executives.

Initially, you will focus on:

• Supporting the expansion of our Sydney office, including the setup and launch of new floor builds.

• Managing and optimising audio-visual meeting room technology, specifically Google Meet, and G-Suite integrations.

• Overseeing the end-to-end onboarding process for new starters to ensure a smooth technical transition into the company.

• Working through the global queue to provide general IT support and local escalations for the Australia and Asia regions.

Where and how you can work:

This role is based in our Sydney office to support our physical site requirements and team interactions. For the first three months of training and during the office expansion, you will be required on-site four days a week. Once settled, we transition to a hybrid model with three days in the office and two days working from home.

Here are some of the things we are looking for:

• You bring a logical approach to problem-solving and a genuine passion for helping others through technology.

• Experience supporting both Mac and Windows environments along with cloud-based applications like G-Suite or Active Directory is highly valued.

• You possess outstanding interpersonal skills and feel comfortable managing stakeholders and communicating with senior leadership.

• A background working in large-scale or global environments helps you navigate our fast-paced support queues effectively.

• You have a proactive mindset and are keen to take ownership of site-specific projects, including meeting room technology and AV setups.

• Your ability to multi-task and manage your time ensures that service levels are met while you balance regional and global priorities.

Here at Xero, we hire based on your skills, passion, and the unique perspective you can bring to enhance our culture and team so we encourage you to apply even if your experience isn't a perfect match!