End User Support

About us

ConnectEast is the owner and operator of EastLink, Melbourne's second fully electronic tollway. Since opening in June 2008, EastLink has built a reputation as one of Melbourne's busiest and safest motorways. In 2026, ConnectEast received a 5-Star Employer of Choice Award, recognising its commitment to workplace excellence and employee satisfaction.

About the role

We're looking for an End User Support to join our growing Information Technology team at EastLink. This role provides level 2 and 3 technical support across all departments, ensuring smooth operation of Information Communication and Technology Systems.

Key responsibilities

• Provide Level 2 and 3 technical support and act as the escalation point for the Managed Service Provider, working with vendors and internal stakeholders to resolve desktop, cloud, telephony, and security-related issues while ensuring the effective delivery of end-user technology services

• Serve as the escalation point for complex workplace technology issues managed by the Managed Service Provider (Level 2 and 3)

• Produce system reports, analyse data, and provide authorised information to internal stakeholders and third-party vendors

• Develop and maintain knowledge articles, technical documentation, and support procedures while identifying opportunities to improve processes, reduce recurring incidents, enhance service delivery, and promote self-service

• Support system enhancements by gathering business requirements, participating in testing activities, and managing defects

• Assist with the implementation of new technologies, system improvements, and the development of operational procedures

• Take ownership of assigned incidents, ensuring timely resolution of technical issues while proactively identifying, escalating, and mitigating risks relating to IT systems, applications, and service delivery

• Maintain accurate documentation and support compliance requirements to minimise operational and KPI risks

• Participate in change, incident, and problem management processes to minimise business disruption and ensure service continuity

About you

Qualifications

• Bachelor's degree in information technology, computer science, software engineering or related discipline (desirable), or equivalent industry experience

• Microsoft certifications and Cisco Webex certifications, demonstrating proficiency in desktop support and telephony technologies

• ITIL - Foundation Certification, Knowledge or practical experience

Experience

• Minimum 3-5 years' experience in an End User Support, Desktop Support, Information Communication Technology Support, or similar IT support role

• Experience supporting Windows desktops, laptops, and end-user devices

• Knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, and VPN

• Experience supporting Microsoft 365, Intune, and MS Teams environment and other business applications

• Knowledge of desktop hardware, peripherals, diagnostics, and device replacement

• Experience providing remote technical support to onsite and remote users

• Understanding of cyber security principles, including firewalls, antivirus, and secure access

Benefits

• A nurturing environment allowing employees to grow and develop within an inclusive environment

• Free counselling services through the Employee Assistance Program

• Access to ConnectEast's Wellbeing initiatives, including monthly onsite neck & shoulder massages, yearly body scans, heart health & skin checks

• Free off-street parking and close to public transport

Ready to apply?

In your application, please highlight relevant skills and experience that you can bring to this role.

Appointment to this position is subject to a National Police Clearance and your eligibility to work in Australia.

If this role sounds of interest to you, please refer to the Employee Information Kit at www.eastlink.com.au for more information.

To be considered for this role applications must include a cover letter and current resume submitted prior to Close of Business on 9th October 2026.

Please note probationary period is 6 months, for which you are required to work from our office in Ringwood every day.

No Agencies - ConnectEast does not accept unsolicited agency referrals.