Build your technical skills, support a global team and grow your career with a leading mining technology business.

Are you a hands-on IT support professional who enjoys solving problems, helping people and making technology work better? Ready to broaden your technical experience while contributing to a global organisation?

This is an opportunity to join Acquire, a global software company, and play a key role in keeping our people connected, productive and secure. As the first point of contact for IT support, you’ll help staff across our global offices get the most out of their technology while developing your skills across a diverse range of systems, tools and IT operations.

Reporting to the Infrastructure Manager, you’ll take ownership of day-to-day service desk operations, providing responsive, high-quality Level 1 and Level 2 technical support. From troubleshooting hardware and software issues to managing user access, configuring devices and supporting Microsoft 365, you’ll have the opportunity to build practical experience across the IT environment.

You’ll also work closely with the Infrastructure team, supporting the operational controls that underpin Acquire’s ISO 27001 Information Security Management System. This gives you valuable exposure to information security, endpoint management, infrastructure operations and compliance within a global technology business.

This role is ideal for someone who enjoys a mix of technical problem-solving, customer service and continuous learning. You’ll be part of a collaborative team where your work has a direct impact on the employee experience and where there are opportunities to deepen your technical expertise and develop your career.

What you’ll do

As a Help Desk Officer, you will:

Service Desk and Incident Management

• Act as the first point of contact for all IT support requests via the service desk, email, chat, phone and walk-ups.

• Log, categorise, prioritise and track all incidents and service requests in the ticketing system, ensuring accurate and timely updates through to resolution.

• Diagnose and resolve Level 1 and Level 2 hardware, software, network connectivity, printing and peripheral issues for local and remote staff.

• Escalate complex or unresolved issues to the Infrastructure team or third-party vendors, retaining ownership and communication with the user until closure.

• Monitor the ticket queue to meet agreed service levels, identify recurring issues and recommend permanent fixes.

• Participate in the after-hours support arrangement to assist staff in other time zones and respond to urgent issues as required.

User Account and Access Management

• Provision, modify and deprovision user accounts, licences, mailboxes, groups and application access in Microsoft 365, Microsoft Entra ID and other business systems in line with onboarding and offboarding procedures.

• Administer multi-factor authentication, password resets and conditional access enrolment for staff.

• Process access requests in line with the principle of least privilege and the approved access request process, maintaining accurate records of approvals.

• Support periodic user access reviews and the timely removal of access for departing staff and contractors.

End-User Device and Asset Management

• Build, configure and deploy laptops, mobile devices and peripherals using Microsoft Intune and Autopilot, ensuring devices meet Acquire’s security baseline.

• Maintain the IT asset register, including hardware allocation, software licences, warranties and device lifecycle status.

• Coordinate device repairs, warranty claims and replacements with suppliers.

• Manage secure collection, data wiping and disposal or redeployment of returned devices.

• Assist with the planning and execution of the hardware refresh cycle.

Microsoft 365 and Application Support

• Provide day-to-day support and basic administration of Microsoft 365 services, including Exchange Online, Teams, SharePoint and OneDrive.

• Install, configure, update and troubleshoot standard desktop and business applications.

• Support meeting room, audio-visual and collaboration technology.

• Provide guidance and informal training to staff on effective use of IT tools and services.

Information Security and ISO 27001 Compliance

• Perform and evidence the operational controls assigned to the service desk under Acquire’s ISO 27001 Information Security Management System, including access management, asset management and endpoint patch compliance.

• Monitor endpoint patching, antivirus/EDR and device compliance reporting, and remediate non-compliant devices.

• Identify, log and escalate security incidents, suspicious emails and policy breaches in line with the incident response procedure.

• Maintain accurate records and evidence required for internal and external ISO 27001 audits.

• Promote security awareness among staff and reinforce acceptable use, data handling and password policies.

Documentation and Knowledge Management

• Create and maintain IT knowledge base articles, standard operating procedures and user guides.

• Keep IT system documentation, configuration records and inventories current.

• Contribute to the continual improvement of service desk processes, tooling and self-service options.

Infrastructure Support

• Assist the Infrastructure team with routine operational tasks, including monitoring, backups, patching and scheduled maintenance.

• Support office network, Wi-Fi, printing and telephony services, liaising with service providers where required.

• Participate in IT projects, system upgrades and migrations as directed.

What you’ll bring

We’re looking for a service-oriented IT professional who enjoys troubleshooting, takes ownership of issues and is motivated to keep learning. You’ll be comfortable supporting people with different levels of technical knowledge, balancing competing priorities and working collaboratively with colleagues across different locations.

You’ll bring the technical capability, attention to detail and willingness to learn needed to support a reliable, secure and effective IT environment. You’ll also be someone who takes pride in providing a positive support experience and understands the importance of following processes, maintaining accurate records and protecting company information.

In particular, you’ll be ready to apply your skills across the following areas:

• Technical support: Diagnose and resolve Level 1 and Level 2 hardware, software, network connectivity, printing and peripheral issues, supporting both local and remote users.

• Service desk operations: Manage incidents and service requests through a ticketing system, prioritise workloads, maintain accurate records and communicate clearly with users through to resolution.

• User access administration: Support account provisioning and deprovisioning, permissions, licences, multi-factor authentication and access reviews in accordance with approved procedures.

• Device and asset management: Configure and deploy end-user devices, maintain accurate asset records and support device compliance, repairs, refreshes and secure disposal.

• Microsoft 365 and business applications: Provide day-to-day support for Microsoft 365 services, desktop applications, collaboration tools and meeting room technology.

• Information security: Understand the importance of secure access, endpoint compliance, patching, data handling and timely escalation of potential security incidents.

• Documentation and process improvement: Maintain clear technical documentation and user guidance, identify recurring issues and contribute ideas that improve service delivery.

• Communication and customer service: Explain technical issues in an accessible way, provide timely updates and build positive working relationships with colleagues and external providers.

• Ownership and collaboration: Take responsibility for issues through to closure, recognise when escalation is required and work effectively with the Infrastructure team and other stakeholders.

• Adaptability and development: Manage competing priorities, respond to changing business needs and maintain a proactive approach to technical learning and professional growth.

You’ll also be comfortable working within established policies and procedures, contributing to Acquire’s culture and values, and following workplace health and safety requirements in both office and remote working environments.

Why join Acquire?

At Acquire, you’ll be part of a global technology business where IT plays an important role in enabling our people to do their best work. This is an opportunity to expand your technical experience, contribute to meaningful operational outcomes and build your career alongside a team supporting colleagues across multiple regions.

We offer:

• Flexible hybrid working – 3 days in the office and 2 days remotely.

• Employee Assistance Program (EAP) to support your wellbeing.

• Dedicated training levy and training leave to support your ongoing professional development.

• Specialised leave for community engagement and volunteer work.

• Commuter benefits designed to encourage sustainable and green transport options.

• Social Club events and functions throughout the year.

• Global career opportunities as we continue to grow across APAC, EMEA and NAM.

• Practical technical development through exposure to Microsoft 365, endpoint management, identity and access administration, information security controls and infrastructure operations.

• A collaborative global environment where you can work with colleagues across different teams, offices and time zones.

About Acquire

Acquire provides strategic software solutions that help organisations make better business decisions by ensuring the right information is available to the right people.

We work with the world’s leading organisations to tackle increasingly complex data challenges impacting Environmental, Social and Governance (ESG), as they relate to the earth’s resources, the natural environment and their communities.

Founded in 1996, Acquire originated in Perth, Western Australia, and since 2018 has been part of Constellation Software, Inc., through its operating group, Vela Software.

Today, Acquire has six offices around the globe, with customer support centres operating across each major time zone.

Ready to make your next move?

If you’re looking for an opportunity to strengthen your technical skills, support a global workforce and grow your career in IT, we’d love to hear from you.

Join Acquire and help us keep our people connected, our technology secure and our business running smoothly.

Please include a cover letter explaining why you’re the best person for the role. Applications without a cover letter cannot be considered. For a confidential discussion, please contact careers@acquire.com.au.