IT Support & Endpoint Administrator

Position

The IT Support & Endpoint Administrator is a full-time role within the Information Technology team. The successful candidate will participate in the IT On call roster (1 week / month)

Location

Based in Sydney, Australia.

Overview

The IT Support & Endpoint Administrator is responsible for providing first and second-level IT support to BW Digital users across Australia, ANZ and the wider APAC region. The role is responsible for the provisioning, configuration, maintenance and lifecycle management of end-user devices, supporting employee onboarding and offboarding activities, and ensuring endpoint systems remain compliant with BW Digital security standards and ISO27001 requirements.

The successful candidate will play a key role in maintaining a secure, reliable and well-governed endpoint environment, supporting the organisation’s cybersecurity, compliance and operational objectives.

Key Responsibilities

End User Support

• Provide Level 1 and Level 2 IT support to employees across BW Digital’s operations in Australia, New Zealand, Singapore, Indonesia and the USA.
• Diagnose and resolve hardware, software, Microsoft 365, networking and endpoint-related issues.
• Manage incidents and service requests through the IT Service Management platform, ensuring tickets are prioritised, updated and resolved within agreed service levels.
• Escalate complex technical issues to internal teams or external vendors where appropriate.
• Deliver a high standard of customer service and user experience.

Endpoint & Device Management

• Configure, deploy and maintain Windows endpoint devices in accordance with BW Digital security and configuration standards.
• Ensure all endpoint devices are enrolled in approved device management platforms and comply with corporate security baselines.
• Maintain full lifecycle management of laptops, mobile devices and peripheral equipment, including procurement, deployment, replacement, recovery and disposal.
• Maintain accurate asset records and ownership details within the corporate asset management system.
• Verify that endpoint security controls, including disk encryption, endpoint protection, MFA and approved configurations, are implemented and maintained on all supported devices.

Employee Onboarding, Offboarding & Access Administration

• Provision user accounts, applications, devices and system access for new employees and contractors in accordance with approved onboarding requests.
• Coordinate onboarding activities to ensure employees are equipped and operational on their first day.
• Execute user access changes resulting from role changes, transfers and organisational restructures while maintaining adherence to approved access control requirements.
• Perform offboarding activities including account deactivation, access revocation, equipment recovery and documentation updates in line with company procedures.
• Maintain appropriate records and audit trails for all user provisioning and de-provisioning activities.

Patch & Vulnerability Management

• Comply to endpoint patch management processes and ensure operating systems and approved software remain current and supported.
• Monitor patch deployment status and remediate failed installations to maintain endpoint compliance targets.
• Assist with vulnerability remediation activities by identifying, tracking and resolving endpoint security findings.
• Support testing and deployment of security updates, feature releases and endpoint configuration changes.

Security, Compliance & Operational Governance

• Support BW Digital’s Information Security Management System (ISMS) by ensuring endpoint and user administration activities comply with defined policies, standards and procedures.
• Assist with information security audits, risk assessments, evidence collection and compliance reviews.
• Monitor endpoint compliance with approved security baselines and escalate any deviations or security risks.
• Support security incident response activities through investigation, data collection and remediation actions as required.
• Ensure documentation, knowledge articles, operating procedures and technical records are maintained accurately and kept up to date.
• Identify opportunities to improve automation, standardisation and operational efficiency across endpoint management and user support processes.

Mandatory Qualifications & Experiences

Mandatory Requirements

• 3+ years’ experience in an IT Support, Endpoint Administration or Service Desk role.
• Experience supporting Windows 11 and Microsoft 365 environments.
• Experience deploying and managing laptops and endpoint devices.
• Experience managing Microsoft Intune or equivalent endpoint management platform.
• Understanding of Active Directory, Entra ID and user lifecycle management.
• Experience with patch management and endpoint security solutions.
• Strong troubleshooting and customer service skills.
• Excellent written and verbal communication skills.
• Ability to work independently and manage competing priorities.

Desirable Requirements

• Microsoft certifications (Modern Desktop Administrator, Endpoint Administrator, Azure Administrator or equivalent).
• Experience with ITSM platforms such as HaloITSM, ServiceNow, Jira Service Management or similar.
• Knowledge of vulnerability management practices.
• Familiarity with PowerShell scripting and automation.