IT Support Analyst

About Us

Creating the Extraordinary, Together.

Fremantle Media is a powerhouse of the TV and Film industry. We are one of the world’s largest and most successful creators, producers and distributors of Entertainment, Drama & Film and Documentaries.

From critically acclaimed dramas like The Responder, starring Martin Freeman, award winning films including Paolo Sorrentino’s Oscar nominated The Hand of God to Heartbreak High – Seasons 1, 2 and 3, incredible entertainment like Australian Idol, Grand Designs, and Farmer Wants a Wife, we make shows with global appeal.

Our Purpose

We create stories and entertainment that connect audiences around the world and reflect the diversity of the communities we live in and serve. By bringing together different perspectives and expertise, we create content that is bold, relevant and innovative.

Guided by our shared purpose of Creating the Extraordinary, Together, we collaborate openly and challenge ourselves to think differently and move with pace in a constantly evolving industry. We encourage curiosity, accountability and courageous decision-making, while supporting each other to learn and grow. We inspire others from a place of being inspired ourselves. We are committed to building an inclusive culture where people feel trusted and empowered to succeed.

The Role

We are looking for an IT Support Analyst to join our Technical Operations team and provide day-to-day IT support across our corporate, production and post-production environments. This is a 6-month fixed-term opportunity, working full-time from our office five days per week.

This is a hands-on role with a strong focus on user accounts, device management, hardware deployment and first-level technical support. You will support the full lifecycle of users and their technology, from onboarding and account creation through to device preparation, access changes, troubleshooting, equipment recovery and offboarding.

The role operates in a fast-paced and collaborative environment supporting permanent staff, productions and project-based users. It would suit someone who is organised, customer focused and comfortable working across Microsoft and Apple environments while managing a high volume of users, devices and support requests.

An interest in media or Post Production technology is highly regarded, but the primary focus of the role is IT support and endpoint management.

Key responsibilities

• Provide first-level IT support to corporate, production and post-production users, both in person and remotely.

• Manage user onboarding, account changes, access requests and offboarding.

• Create, modify and disable user accounts across Microsoft 365, Microsoft Entra ID and related services.

• Assist users with MFA, authentication, password, access and application issues.

• Prepare, configure, deploy and recover Windows PCs, Macs and mobile devices.

• Manage endpoint setup, enrolment and compliance through Microsoft Intune and Jamf.

• Maintain accurate records of users, devices, equipment, licences and access.

• Troubleshoot common hardware, software, account, printer, peripheral, display and dock issues.

• Provide basic wired, wireless and remote connectivity troubleshooting.

• Log, update and manage requests through the IT Service Desk, maintaining ownership through to resolution or escalation.

• Assist with software deployment, device updates, office changes, production deployments and equipment planning.

• Coordinate rental devices and externally supplied equipment where required.

• Ensure returned equipment is checked, prepared and returned to available stock.

• Escalate infrastructure, security, networking and application issues with clear troubleshooting notes.

About you

You will have:

• Previous experience in IT Support, Service Desk, Desktop Support or a similar technical role.

• Strong Windows and macOS troubleshooting skills.

• Experience supporting Microsoft 365 users and applications.

• An understanding of user account, identity and access management.

• Good knowledge of computer hardware, peripherals and device lifecycle processes.

• Basic networking knowledge, including TCP/IP, DNS, DHCP and Wi-Fi.

• Strong troubleshooting, problem-solving and customer service skills.

• Good written and verbal communication skills.

• The ability to manage multiple requests and priorities in a fast-paced environment.

• The ability to work independently while collaborating closely with Support, Engineering, Post and Production teams.

Highly regarded

• Microsoft Intune and Microsoft Entra ID experience.

• Jamf and enterprise Apple device management experience.

• Asset and device lifecycle management experience.

• Service Desk or ticketing platform experience.

• Practical networking troubleshooting skills.

• Exposure to Avid Media Composer or other Post Production technology.

• Experience supporting creative, media or production teams.

What we are looking for

We are looking for someone who is helpful, organised and comfortable dealing directly with users. You will be technically curious, proactive and able to move quickly between competing priorities. An interest in developing broader skills across endpoint management, systems support or Post Production technology would be a strong fit for the team.

If you have any questions please contact Amy Huynh, HR Manager - hr@fremantlemedia.com.au