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Regional IT Support Specialist
Audika AustraliaWho Is Demant
#audika_Australia
Demant is a world-leading hearing healthcare group that offers solutions and services to help people with hearing loss connect and communicate with the world around them.
For more than a century, the Demant Group has played a vital part in developing innovative technologies and know-how to help improve people’s health and hearing. In every aspect, from hearing devices, hearing implants and diagnostic equipment to hearing care all over the world, Demant is active and engaged. A growing business in intelligent audio solutions for gaming and office communication is also a significant part of the Group.
The Demant Group operates in a global market with companies in more than 30 countries, employs approx. 22,000 people globally. Our products are sold in more than 130 countries where we create life-changing differences through hearing health.
About the Role:
We are looking for a Regional IT Support Specialist to join our Service Desk team based in Brisbane (Nundah) to provide high-quality technical support to employees across the Asia Pacific region. This is a permanent, full-time role working Monday to Friday between 9am - 5pm. However, this role requires the flexibility to work rostered shifts between 6:30am and 6:30pm AEST, with some local intrastate and interstate travel required from time to time. This is a hybrid role. During the first couple of months, you will be based onsite full-time to get to know the team, build relationships and become familiar with our business environment. Following this initial period, you will move to a hybrid arrangement of 3 days in the office and 2 days working from home.
In this hands-on role, you will be responsible for providing 1st and 2nd level IT support across a range of hardware, software, network and workplace technology issues. You will support users via phone, email, remote support, onsite assistance and service desk requests, taking ownership of incidents and requests through to resolution or appropriate escalation.
You will work closely with internal IT teams, business stakeholders and external vendors while contributing to continuous service improvements, IT projects and the ongoing reliability of our technology environment.
Key role responsibilities:
You are a customer-focused IT professional who enjoys solving problems and supporting people with different levels of technical knowledge. You will be comfortable working in a fast-paced service environment and taking ownership of issues from initial contact through to resolution.
You will ideally bring:
Demant is proud to have a diverse and inclusive culture that acknowledges and respects our employees.
We are a team of professionals who bring the importance of sound to life and connect our clients through our hearing products.
We believe that it all starts from our employees, who make this happen. We are led by our values, which shape a supportive and encouraging culture where everyone can thrive and succeed.
Our recruitment process:
#audika_Australia
Demant is a world-leading hearing healthcare group that offers solutions and services to help people with hearing loss connect and communicate with the world around them.
For more than a century, the Demant Group has played a vital part in developing innovative technologies and know-how to help improve people’s health and hearing. In every aspect, from hearing devices, hearing implants and diagnostic equipment to hearing care all over the world, Demant is active and engaged. A growing business in intelligent audio solutions for gaming and office communication is also a significant part of the Group.
The Demant Group operates in a global market with companies in more than 30 countries, employs approx. 22,000 people globally. Our products are sold in more than 130 countries where we create life-changing differences through hearing health.
About the Role:
We are looking for a Regional IT Support Specialist to join our Service Desk team based in Brisbane (Nundah) to provide high-quality technical support to employees across the Asia Pacific region. This is a permanent, full-time role working Monday to Friday between 9am - 5pm. However, this role requires the flexibility to work rostered shifts between 6:30am and 6:30pm AEST, with some local intrastate and interstate travel required from time to time. This is a hybrid role. During the first couple of months, you will be based onsite full-time to get to know the team, build relationships and become familiar with our business environment. Following this initial period, you will move to a hybrid arrangement of 3 days in the office and 2 days working from home.
In this hands-on role, you will be responsible for providing 1st and 2nd level IT support across a range of hardware, software, network and workplace technology issues. You will support users via phone, email, remote support, onsite assistance and service desk requests, taking ownership of incidents and requests through to resolution or appropriate escalation.
You will work closely with internal IT teams, business stakeholders and external vendors while contributing to continuous service improvements, IT projects and the ongoing reliability of our technology environment.
Key role responsibilities:
- Provide 1st and 2nd level IT support to end users across the Asia Pacific region via phone, email, remote support, onsite assistance and service desk requests.
- Troubleshoot and resolve hardware, software, network, Microsoft 365 and workplace technology issues, escalating complex matters where required.
- Manage the provisioning, configuration and maintenance of IT equipment and user access, including laptops, desktops, mobile devices, onboarding and system permissions.
- Ensure audiovisual (AV) equipment is maintained and fully operational, coordinating with external suppliers as required to resolve issues and support ongoing functionality.
- Provide IT onboarding and introductory support to new employees, ensuring they are familiar with relevant systems, tools and technology processes.
- Maintain accurate service desk records, IT assets, documentation and knowledge-base content, while supporting IT projects and continuous service improvements.
- Collaborate with internal IT teams, business stakeholders and external vendors to resolve technical issues and ensure reliable IT services across the region.
- Contribute to the IT knowledge base by maintaining clear, up-to-date documentation to support knowledge sharing, training and consistent service delivery.
You are a customer-focused IT professional who enjoys solving problems and supporting people with different levels of technical knowledge. You will be comfortable working in a fast-paced service environment and taking ownership of issues from initial contact through to resolution.
You will ideally bring:
- Previous experience providing 1st and/or 2nd level IT support, Service Desk, Desktop Support or End User Computing support.
- Strong customer service, communication and stakeholder management skills.
- MSP (Managed Service Provider) background highly desirable.
- Working knowledge of Microsoft 365, MS Teams, Active Directory/Azure AD, Citrix and basic device deployment tools such as SCCM/Autopilot.
- Exposure to networking, telephony and IT support systems, including Cisco Meraki, Cisco Call Manager, Remedy, print server management and basic PowerShell scripting.
- Strong attention to detail and the ability to maintain accurate system, asset and support documentation.
- A collaborative mindset and willingness to work with regional and global IT teams. Openness and willingness to learn and develop.
- Flexibility to work rostered shifts between 6:30am and 6:30pm AEST and undertake occasional intrastate or interstate travel.
- Permanent, Full-time opportunity within a global established organisation
- Hybrid working environment
- Collaborative and supportive team environment
- ‘MyRewards program – a program that offers discounts to more than 300 retailers and services across Australia
- Online Wellbeing centre – a platform offering activities, workouts, meditations, nutritional and financial advice – everything you need to live a healthier and happier life
- Novated Leasing
- Employee Assistance Program
- Birthday and Christmas gifts
Demant is proud to have a diverse and inclusive culture that acknowledges and respects our employees.
We are a team of professionals who bring the importance of sound to life and connect our clients through our hearing products.
We believe that it all starts from our employees, who make this happen. We are led by our values, which shape a supportive and encouraging culture where everyone can thrive and succeed.
Our recruitment process:
- Application Review – Our Talent Acquisition team carefully reviews each application against the role criteria personally.
- Phone Interview with our Talent Acquisition Partner– an initial phone/online conversation to discuss your experience, skills and role alignment.
- In-Person/Online Interview with the Hiring Manager – an opportunity to meet in person or online with the Hiring Manager and explore the role in more detail.