About the position: We have an exciting opportunity for an experienced IT Service Management & Network Support Administrator to join our Technology and Information Services (TIS) team. This role sits at the heart of our service delivery function - owning the end-to-end support experience for our people while maintaining the network infrastructure that keeps our operations running. This is a permanent, full-time position based at our Mooloolaba office, reporting to the Infrastructure Lead. Travel to our regional sites across Northern NSW and Queensland (Koolkhan to Melawondi) will be a regular part of the role. Travel to other sites might also be required. About the role: You'll be the go-to person for reliable, high-quality IT support across a diverse, multi-site environment - balancing hands-on technical work with a genuine commitment to service excellence. You'll help embed and mature our ITIL-aligned service management practices while supporting the infrastructure that underpins our business. Your primary responsibilities will include but are not limited to: Service Management & Support Own and manage incidents, service requests, and problems through the service desk (HaloITSM), ensuring timely resolution and clear communication with end users throughout. Apply ITIL-based practices across incident, request, change, and problem management to continually improve service quality and reduce repeat issues. Deliver a consistently high standard of customer service - acting as a trusted point of contact for IT support across all sites. Identify trends in support tickets, proactively address recurring issues, and contribute to continual service improvement initiatives. Maintain accurate asset, configuration, and knowledge base documentation to support the wider TIS team and self-service capabilities. Network & Infrastructure Support Administer, configure, monitor, and support network infrastructure across production sites - including switches, routers, VLANs, wireless access points, and VPNs. Maintain firewall rule sets, security policies, and secure VPN access (Fortinet, Cisco, or equivalent), ensuring network resilience, uptime, and secure connectivity. Manage core networking services including TCP/IP, DNS, DHCP, and subnetting. Diagnose and resolve complex network and performance issues using structured troubleshooting, including log analysis, root cause identification, and efficient service restoration. Administer Windows Server roles (AD, DNS, DHCP) and support Hyper-V environments. Microsoft 365 & Endpoint Deliver Microsoft 365 administration and support across Exchange Online, Teams, SharePoint, OneDrive, Entra ID, Intune, Defender, and associated security and endpoint services. Support endpoint lifecycle management including OS patching, firmware upgrades, and security updates across network and server infrastructure. To be considered for this fantastic opportunity, you must have the following: Demonstrated experience in IT service management or a service desk environment, with a strong customer service ethic. Solid enterprise networking skills - multi-site network administration experience is essential. Hands-on experience with Microsoft 365 and the broader Azure/Entra ID ecosystem. Familiarity with ITIL frameworks and service desk tooling (experience with HaloITSM or similar platforms is advantageous). Strong troubleshooting and problem-solving skills across both user support and complex infrastructure environments. Experience in manufacturing, production, or warehousing environments is advantageous. Clear, confident communicator - comfortable working with both technical and non-technical stakeholders. Ability to manage and prioritise competing workloads across a varied, fast-moving environment. Please note, due to the travel requirement for this role the successful candidate must have a full driving licence. In return, we offer: Secure, permanent work on an ongoing basis. A competitive salary package with bonus opportunities. Professional growth opportunities, we believe in investing in our employee’s development. Supportive work environment- we foster a collaborative and inclusive environment. About Us Join our team and be part of a diversified group with over 30 years of experience leading the way in the forestry, agricultural, and permaculture industries. We're dedicated to the sustainable management of natural resources and have a long-standing commitment to responsible and functional use of these resources in our businesses. At the Pentarch Group, you'll have the opportunity to contribute to pursuing new ideas, support local communities, and help shape a business that focuses on a sustainable future. Your skills and passion can make a real difference by building on our decades of expertise. Visit www.pentarch.com.au to learn more. Please note that all successful employees are required to undertake the following as a normal part of the recruitment process: Work Rights Check Police Check
