Join one of Western Sydney’s most dynamic and fastgrowing organisations. West HQ is home to worldclass entertainment, hospitality, fitness and dining experiences and we’re expanding our technology capability to support the next stage of growth. We’re looking for a Senior IT Support Engineer – Applications & Service Delivery to strengthen our ICT operations, uplift support capability, and ensure our business systems and digital platforms run seamlessly every day. About the Role As the Senior IT Support Engineer , you will be the senior escalation point between the ServiceDesk/Field Engineers and our Senior Network & Infrastructure Engineer. This role is ideal for someone who thrives in a fastpaced environment, enjoys solving complex problems, and takes pride in delivering reliable and highquality IT services. You will oversee daytoday operational performance of key applications, support critical business workflows, manage vendor escalations, and ensure system stability across a diverse technology environment including POS, PMS, Finance, HR, EMS, CCTV, and more. This is a handson, highimpact role where you’ll directly influence operational excellence across the entire organisation. Key duties include: Act as the senior technical escalation point for system, application, and operational issues Perform advanced Level 2/2.5 diagnostics and preanalysis before escalating to Level 3 engineering Support core business systems including POS, PMS, CRM, HR, Finance and integrated digital platforms Monitor application health, integrations, APIs, automations, and scheduled tasks Uplift capability of ServiceDesk & Field Engineers through coaching and knowledge sharing Assist with infrastructure triage, patching cycles, and maintenance windows Manage vendors, track escalations, test fixes, and support change/release cycles Maintain documentation, workflows, and knowledge bases Contribute to operational stability, service delivery excellence, and continuous improvement initiatives What you will need to be considered: 5 years in IT support, application support, or systems operations Solid troubleshooting skills across SaaS, onprem, and integrated systems Experience with business systems (POS, PMS, CRM, HRIS, or Finance applications) Strong understanding of networking fundamentals (IP, DNS, DHCP, WiFi, VPN) Experience with Microsoft 365 and Active Directory Ability to diagnose issues and provide highquality preescalation analysis Experience working with vendors and managing escalated technical cases Exposure to systems integrations (APIs, ETL, automation) (preferred) Familiarity with Power BI or reporting tools (preferred) Experience with ITIL/ITSM processes and ticketing systems (preferred) Event technology or hospitality systems experience (preferred) Full Australian work rights. What we can offer you! Competitive Remuneration A complimentary meal provided in our fully catered staff room Complimentary gym membership to ONE55 Adidas uniforms Discounted stays at Novotel Sydney West HQ Discounts across dining and entertainment Ongoing support and training Free parking APPLY NOW To learn more about West HQ visit www.westhq.com.au
