Client Support Technician (I.T Support Analyst)

We’re a leading network of independent Australian firms, working together to enable growth and ambition for our clients. And our people.

When you join Pitcher Partners, you’re joining a team with heart. We support each other. We learn together. We’re deliberate about fostering relationships that nurture and empower every individual.

And we’re excited by what’s possible. We know some of the best new ideas come in the form of curious, talented people we haven’t met yet. Perhaps you’re one of them.

Meet your team

The Practice Management Group offers a range of professional services to the firm covering Operations, Technology, Finance, Administration, Human Resources and Marketing. The focus of the IT Services team is to ensure that all Staff have the necessary ICT equipment, infrastructure and support to operate efficiently, while enabling automation and innovation.

The team has defined their mission statement as “Empowering the business to provide exceptional client service, through the delivery of quality ICT solutions.”

About the role

As a Client Support Technician, you will play a crucial role in our IT Services Group, focusing on IT service delivery and support, IT asset management, and contributing to IT project delivery. Your responsibilities will include resolving client computer issues, maintaining IT assets, and supporting IT projects.

Key responsibilities

IT Service Delivery & Support:

• Operate within an ITIL-aligned Service Desk and IT department.
• Handle Service Desk & Incident Management with a focus on Desktop management.
• Establish and maintain professional relationships with staff at all levels.
• Diagnose and resolve internal customer computer issues, including desktop applications, printers, telephony (mobile and Teams), and network connectivity.
• Provide high-quality support to staff and clients via phone, chat, and in-person contact.
• Document and share information with the team.
• Administer and perform routine maintenance checks.
• Escalate owned tickets to 3rd party providers and partners as needed.
• Ensure timely and effective resolution of all owned tickets within the IT Service Management tool.
• Assist in the build and deployment of hardware to staff, clients, and partners.

IT Asset Management:

• Ensure compliance with Standard Operating Environment (SOE).
• Maintain compliance with software license agreements.
• Manage and track mobile solutions, including Caseware kits, data cards, modems, and loan laptops.

IT Project Delivery:

• Engage in and deliver project tasks when requested.
• Provide support, documentation, and successful transition of projects into Business as Usual (BAU).

Who we’re after

Here are the key qualifications, skills and personal attributes we’re looking for. If you tick most of the boxes, but not all, we’d still encourage you to apply. Other capabilities you have may make you the perfect fit for the role, and we can work on filling the gaps together.

Essential skills and experience:

• Degree or Certificate in Information Technology/Computer Science/Computing.
• Knowledge of Outlook, Microsoft Exchange, and Active Directory.
• Demonstrated knowledge of Microsoft Operating systems and client applications.
• Experience in desktop support, deployment, and management.
• Knowledge of mobile and telephony devices.
• Basic PowerShell scripting skills.

Desired skills and experience:

• ITIL v4 certification.
• Knowledge of accounting-based systems and applications.

What we offer

At Pitcher Partners we believe success is better shared. That’s why we invest in the future of everyone who works with us, and a culture that supports us all. Our inhouse leadership and professional development programs are tailored to your staff level and each explore how to lead with impact.

Join a team with heart

We actively support your health and social connection with a vibrant culture, great flexible working policy, 14 weeks paid parental leave, Community leave, Purchased leave program, Employee Assistance program, inhouse Massages and Pilates, free barista made coffee and more.

Do work with a purpose

We put a lot of energy into developing meaningful relationships with our clients and each other. It results in a level of trust that creates surprising opportunities for our business. And your career.

Bring your best ideas

We’re inspired by potential. We know there’s always a better way to do something. So we foster an environment of openness. Great ideas can come from anywhere. It all starts with listening.

How to apply

If you can see yourself as part of a team that’s all about people doing meaningful work, and leading with the best ideas, we want to hear from you.

Actively improving diversity in our workforce is central to our purpose, and we strongly encourage people from under-represented backgrounds to apply.

We’re proud to be recognised as a WORK180 Endorsed Employer for All Women. This is earned through our continued commitment to the careers of women, which includes offering benefits and policies that support diversity, equity, and inclusion. Visit the Work180 Pitcher Partners Melbourne page a full breakdown of our benefits.

While we appreciate the role recruitment agencies play in our recruitment strategy, unsolicited CV’s will not be considered.

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