IT Support Specialist

Who we are

The new Sydney Fish Market (nSFM) is the southern hemisphere’s largest fish market, one of Australia’s most visited attractions, and the beating heart of the nation’s seafood industry.

With a-once-in-a-generation precinct that redefines the retail, dining, and wholesale experience on Sydney’s waterfront now in operation, we are looking for an IT Support Specialist who will be responsible for delivering high-quality technical support services across the organisation. The person will ensure SLAs are consistently met, act as an escalation point for complex incidents, and drive continuous improvement in service delivery.

Duties and Responsibilities

• Service Delivery - monitor dashboards, ticket queues and incidents and requests

• Technical Oversight - provide hands-on Level 1 and 2 technical support, maintain and update SOPs, oversee asset management and hardware procurement, support deployment and software roll-out and assist MSP team

• Process & Continuous Improvement - drive ITIL best practice, recommend improvements and contribute to IT strategy planning

• Stakeholder management - Support liaison for Department Heads, communicate planned maintenance to stakeholders, act on customer satisfaction feedback

Knowledge, Skills & Experience  

• 5+ years in an IT support role (1st, 2nd, or 3rd line) Contractor and service provider management

• Hands-on experience with Windows 10/11, Microsoft 365, Active Directory

• Experience managing a ticketing system (e.g. ServiceNow, Jira, Freshservice, Zendesk)

• ITIL Foundation (v3 or v4)

• Ability to balance operational urgency with structured processes

• Strong communication, organisational and prioritisation skills

• Permanent Australian Working Rights

Working Conditions

• Onsite Support at Glebe, NSW 2037

• Standard office hours with occasional out-of-hours support required for major incidents or planned maintenance

• Expected to participate in an on-call rotation, when required.

• Physical requirements include occasional lifting of IT equipment

What’s in it for you?

Once in a lifetime opportunity to work in a truly dynamic site-based environment where you will build on strengths and change the way we deliver for our stakeholders.

If you are a strong team player with a service focused mindset we want to hear from you, so apply now!