IT Support Officer – Business Applications

Who Are We?

Ethos Building & Restoration is a dynamic, innovative, award-winning insurance builder specialising in Commercial, Domestic, Large Loss and Complex property claims following insurable events. We provide a true end-to-end service from makesafe, through to restoration and rebuild. We have established a strong industry reputation for delivering superior customer service, quality workmanship and are renowned for our ability to solve complex problems. Holding Commercial and Domestic building licences, we are IICRC certified and proudly hold a Master Builders Green Living accreditation, complimenting our passion for sustainability within the building industry.

The Opportunity

We are seeking an experienced IT Support Officer to join our team based onsite at our Docklands head office. Supporting our Melbourne head office and remote teams, this role combines excellent service to our staff with ownership of our Prime Ecosystem applications.

You will be responsible for administering the Prime Ecosystem, implementing changes and new features, and managing change across the business. Full training on Prime will be provided. You do not need to have used Prime before, but you do need a proven background administering business applications.

If you are an accountable, service-minded IT professional who takes pride in owning a system and looking after the people who use it, we would welcome the opportunity to speak with you.

Do you suit this job?

The successful candidate is an experienced, service-oriented IT professional with a strong sense of ownership. You communicate clearly with non-technical users, stay composed when priorities compete, and follow through on what you commit to.

You are equally comfortable resolving a user’s issue and planning, testing and communicating a change to a business system. You work well independently and contribute to a collaborative team, with a focus on reliable outcomes.

This is an office-based role at our Docklands head office, with occasional flexibility to work from home for appointments or personal commitments.

The Role and Key Responsibilities

Responsible for administering our Prime Ecosystem applications and delivering first-line IT support across the business, you will:

• Administer the Prime Ecosystem applications, including user access, configuration and day-to-day support

• Implement approved changes and new features within the Prime Ecosystem, including testing and release

• Own change management, including planning, approving, scheduling, communicating and recording changes to business systems and the IT environment

• Provide IT support to internal staff across multiple locations (onsite and remote), managing and resolving tickets from triage through to follow-through

• Onboard and offboard staff, including accounts, devices and access provisioning

• Administer Microsoft 365 (users, licensing, security, SharePoint and Teams support)

• Support and maintain:

  • End-user devices (laptops, iPhones, iPads)

  • Office networking (Wi-Fi, connectivity, and basic troubleshooting)

  • Phone systems (VoIP and mobile integration)

• Maintain accurate IT asset registers, documentation and user guides

Essential – Your Skills and Experience

• Minimum 3 years’ experience in a business IT support or systems role

• Proven experience administering at least one business application (user access, configuration, updates or releases) and supporting changes to it

• Experience planning, testing or coordinating changes to business systems, including communicating them to users

• Experience administering Microsoft 365

• Experience supporting Windows devices and mobile device management

• Working knowledge of networking fundamentals (DHCP, DNS, Wi-Fi troubleshooting)

• A demonstrated track record of delivering high-quality service to non-technical staff

• Excellent communication skills, strong organisation and attention to detail, particularly around documentation and asset management

• Right to work in Australia and ability to work onsite in Docklands

Ideally you will have

• Experience with MDM tools (e.g. Microsoft Intune) and scripting (e.g. PowerShell)

• Exposure to ticketing systems and ITIL-style change management

• Experience supporting multi-site environments

• Understanding of IT security best practices

• Exposure to UniFi networking and access control, or Microsoft Azure

In return, we will offer you

• Ownership of the Prime Ecosystem applications, with on the job training provided

• Exposure to a broad IT environment across devices, systems, and infrastructure

• A supportive and experienced team environment

• Opportunity for career development and technical growth

• Competitive salary package

• In-house gymnasium facilities

Vibrant Docklands location with excellent nearby amenities