Associate Support Technician - IT

About Ellucian

Ellucian powers innovation for higher education, partnering with approximately 3,000 customers across 50 countries, serving more than 21 million students. Ellucian's AI-powered platform, trained on the richest dataset available in higher education, drives efficiency, personalized experiences, and strengthened engagement for all students, faculty and staff. Fueled by decades of experience with a singular focus on the unique needs of learning institutions, the Ellucian platform features best-in-class SaaS capabilities and delivers insights needed now and into the future. These solutions and services span the entire student lifecycle, including data-rich tools for student recruitment, enrollment, and retention to workforce analytics, fundraising, and alumni engagement. Ellucian's innovative solutions, vast ecosystem of partners and user community of more than 45,000 provides best practices leading to greater institutional success and achieving better student outcomes.

About the Opportunity

Associate IT Support Engineer - (Hybrid)

We're looking for an Associate IT Support Engineer to become the primary IT point of contact for our Australia region. This is a unique opportunity to step into a highly visible, autonomous role where you will not only support our employees but also shape how IT services are delivered across a growing region.
You'll work in a hybrid environment, partnering closely with our global IT teams while supporting a dynamic and growing APAC business. You'll be the trusted face of IT in-region, working alongside a fantastic local team known for its strong, collaborative culture.
Success in this role requires strong communication skills, a proactive mindset, and the confidence to take full ownership of end-to-end support.

Where you will make an impact

• Act as the sole IT support contact for 40+ employees across APAC, providing responsive, high-quality end-user support
  
• Take full ownership of IT issues from intake through to resolution, ensuring a seamless employee experience
  
• Serve as the regional escalation point, working closely with global Help Desk and Tier 2 teams
  
• Communicate clearly and confidently with employees at all levels, translating technical issues into simple, actionable guidance
  
• Proactively identify recurring issues and drive improvements to processes, tools, and ways of working
  
• Partner with global IT and business stakeholders on deployments, upgrades, and maintenance activities
  
• Coordinate and communicate outages, changes, and impacts to ensure minimal disruption to the business
  
• Support onboarding of new employees, ensuring a smooth and positive technology experience from day one
  
• Stay up to date with emerging technologies and recommend improvements that enhance employee experience
• Expertise with the following: Windows desktop Operating Systems, Outlook, Network, MAC Systems, Video Conferencing, and Audio.
• Provide feedback regarding IT methodologies, standards and industry leading practices.

What you will bring

• 1 - 2 years of Enterprise IT experience
• Thrive working independently, with the ability to manage priorities and stay organised in a hybrid, remote-friendly environment
• Knowledge in the Windows OS and core desktop software configuration.
• Technical skills designing, documenting and implementing projects.
• Ability to triage systems down situations.
• Solid understanding on mobile devices (iPhone, Android.)
• Understanding of Mac, iOS configurations and support.
• Understanding of the product flow patch management, software distribution/deployment and imaging technologies such as WorkspaceOne, Intune, etc.
• Knowledge of end user applications and hardware including:
• Microsoft Office, Crowdstrike AV, Cloud based storage platforms, Zoom Video Conferencing, Dell and Apple laptops

What makes #Ellucianlife

• 20 days annual leave plus public holidays
• Competitive superannuation and life cover
• Private Medical and Dental family cover
• Thrive Flex Program that allows you to contribute towards your health, financial or learning interests
• 5 charitable days to support the community that supports us
• Wellness
  • Headspace (mental health)
  • Wellbeats (virtual fitness classes)
• RethinkCare - caregiver support
• Diversity and inclusion programs that promote employee resource groups such as: Women in Technology, Pride and Go Green to name a few.
• Parental leave
• Employee referral bonuses to encourage the addition of great new people to the team
• We Foster a learning culture with:
  • Education Assistance Program
  • Professional development opportunities
  • LinkedIn Learning

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