Senior IT Support Lead
Description
What we do
Gravity Media deliver an unparalleled range of media services and solutions to clients worldwide utilising outside broadcast trucks, fly-packs and studios spanning the United Kingdom, ROI, Europe, the Middle East, the United States and Australia offering market-leading broadcast, technology, production, and post-production solutions across many of the world’s most-watched live events and entertainment programmes.
Our People
We have a passion for problem solving and thoughtful innovation and recognise our collective differences play a huge role our success. Our teams are talented, passionate, dedicated, take pride in their work and support each other. We encourage applications from all backgrounds and are dedicated to attracting and developing talent, empowered through an inclusive culture. All suitably qualified applicants will be considered regardless of gender, race, sexual orientation, national origin, disability, religion, and age.
Leadership Behaviours
We hold high expectations of our leaders and managers who are responsible for driving the success of our people and the organisation. Our managers give clear communication, lead by example and feed back to foster growth and development of their team members. Management excellence is essential to the company’s success, and effective leadership requires a combination of interpersonal skills, strategic thinking, and a commitment to providing a positive and productive work environment.
Commitment to Equality
Gravity Media is an equal opportunity employer, and we welcome a diverse range of applicants. All qualified applicants will receive consideration for employment without regard to any characteristic protected by law. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.
About the role
The Senior IT Support Lead is responsible for the day-to-day leadership and delivery of IT services across Gravity Media’s Australian operations, while providing senior 3rd line technical support across the wider corporate and broadcast technology environment. The role leads the desktop support team, sets service priorities, manages escalations and ensures that users and production teams receive responsive, dependable IT support.
This is a hands-on technical leadership position. The successful candidate will take ownership of complex infrastructure and networking issues, maintain and improve the Australian IT environment, and work closely with Group IT to align local services with global standards, security requirements and technology roadmaps. The role requires strong practical experience across Microsoft environments, virtualisation, enterprise networking and security technologies, including Cisco Meraki, Fortinet FortiGate and VMware.
The role will be based at our Artarmon production center and Lidcombe warehouse.
What you'll be responsible for
Lead the day-to-day operation of IT across Gravity Media Australia, ensuring reliable, secure and consistent services across offices, facilities and operational environments.
Lead, coach and develop the desktop support team, setting priorities, allocating work, monitoring service quality and supporting individual development.
Own the 3rd line support function for complex incidents and problems, providing technical leadership, root-cause analysis and effective resolution of escalated issues.
Act as the senior escalation point for desktop, server, network, Microsoft 365, identity, endpoint and infrastructure-related issues.
Manage and maintain Australian network infrastructure, including Cisco Meraki networking and security appliances, Fortinet FortiGate firewalls, switching, wireless, VPNs and network segmentation.
Administer and support VMware virtualisation environments, including virtual machines, hosts, resource allocation, availability, upgrades and troubleshooting.
Manage Windows Server and relevant Linux infrastructure, including core services, storage, backup, monitoring and patching.
Provide operational oversight of Microsoft 365, Entra ID, endpoint management, Intune and Autopilot, working in line with Group IT policies and governance.
Maintain strong endpoint and desktop management practices, including device builds, configuration, software deployment, lifecycle management and asset control.
Ensure incidents, service requests, changes and problems are recorded, prioritised, progressed and communicated effectively, with clear ownership through to resolution.
Coordinate infrastructure changes, upgrades, migrations, maintenance windows and outages, assessing risk, impact, resourcing and communications before implementation.
Maintain accurate technical documentation, including network diagrams, infrastructure records, configurations, support procedures and operational runbooks.
Monitor the health, capacity, performance and security of systems and networks; identify risks and take proactive action to prevent service disruption.
Work with Group IT and Cyber Security to implement global standards, security controls, vulnerability remediation, access governance and incident response requirements.
Collaborate with Engineering, Broadcast, Operations and other technical teams to ensure IT services support business operations and broadcast delivery requirements.
Build strong relationships with Australian stakeholders, providing clear technical advice, service updates and recommendations to department heads and management.
Contribute to local IT planning, budgeting, supplier coordination and hardware/software lifecycle management, escalating investment requirements where appropriate.
Identify opportunities to improve service delivery through automation, standardisation, monitoring, scripting and better use of existing technology.
Research, evaluate and test new technologies and solutions, making recommendations that improve resilience, performance, security and user experience.
Provide regular operational reporting to local management and Group IT, including service performance, major incidents, risks, projects and improvement activity.
Contribute to the ongoing training and development of yourself and the team.
About You
A proactive and accountable leader with strong coaching, problem-solving and organisational skills, excellent communication, and a collaborative, customer-focused approach to delivering reliable IT services.
Essential Criteria
Significant experience in senior IT support, infrastructure engineering or 3rd line support role, with the ability to take ownership of complex technical issues.
Demonstrable experience leading or coordinating an IT support or desktop support team, including workload management, coaching and service delivery.
Strong hands-on knowledge of enterprise networking, including routing, switching, VLANs, wireless, VPNs, DNS, DHCP and network troubleshooting.
Practical administration and support experience with Cisco Meraki environments.
Practical administration and support experience with Fortinet FortiGate firewalls, including policy management, VPNs, troubleshooting and security configuration.
Strong VMware administration and troubleshooting experience in a production environment.
Extensive experience supporting Windows Server and Windows desktop environments.
Strong working knowledge of Microsoft 365, Entra ID / Azure AD, endpoint management and identity administration.
Experience with endpoint configuration and management technologies, including Intune and Autopilot.
A structured approach to incident, problem and change management, including root-cause analysis and clear technical documentation.
Ability to communicate technical issues clearly to both technical colleagues and non-technical stakeholders.
Desirable Skills & Experience
Experience in broadcast, media, production or other time-critical operational environments.
Experience supporting storage, backup, archive and disaster recovery solutions.
Working knowledge of Microsoft Azure and/or AWS.
PowerShell and/or Bash scripting to automate administration and support tasks.
Experience with monitoring, remote management, patching and service management platforms.
Experience managing suppliers, technology budgets, IT projects and infrastructure lifecycle planning.
Knowledge of security best practice, vulnerability management and business continuity principles.
If you think you have what it takes and would like to be considered for this role, please apply here!