IT Support Officer
Next Payments · Cheltenham, Melbourne VIC · onsite
Your NEXT Opportunity
This is an excellent opportunity for an IT professional to progress their career within an innovative and fast-growing company. We are looking for a reliable and motivated individual who can work well both within a team environment and autonomously, with strong communication skills and a high level of organisation.
With new product launches, significant customer acquisitions and strong business growth (189 employees currently), Next Payments’ offers job security within a supportive and friendly team.
The Role
The IT Support Officer provides technical support to Next Payments staff across all offices and remote teams, ensuring hardware, software and systems issues are resolved promptly and effectively.
The role keeps staff productive by resolving issues quickly, keeping devices and office technology running reliably, and delivering responsive, customer-focused support in line with internal service level expectations.
Reporting to the Head of IT and Business Systems, you will be working alongside the rest of the close-knit team in our office in Cheltenham.
This role involves fulfilling the following responsibilities:
- Provide desktop support and level 1/ level 2 IT support, both in person and remotely.
- Setting up accounts for new users.
- Diagnose and resolve hardware, software, access and connectivity issues.
- Set up, patch, encrypt and deploy laptops, desktops and mobile devices to the standard build.
- Manage user accounts, access and password resets in Microsoft 365 and Entra ID in line with Next Payments security policy.
- Complete IT onboarding and offboarding for new starters and departing staff.
- Prioritise and log requests in the IT service management system against agreed service targets, keeping users updated through to resolution.
- Escalate complex issues to senior IT staff with clear troubleshooting notes.
- Support office technology across all sites, including meeting room AV, conferencing, printers and phones.
- Maintain the IT asset register and manage devices from allocation through to disposal.
- Coordinate vendor repairs, replacements and warranty claims, including for interstate and overseas staff.
- Identify and escalate potential security incidents and policy breaches.
- Maintain the internal knowledge base of common issues and fixes.
- Recommend improvements and automation to reduce recurring issues.
- Participate in the after-hours support roster on rotation.
About You
- Tertiary qualification (Certificate IV, Diploma or Degree) in Information Technology or relevant job experience.
- Salesforce Administrator Certificate is preferred.
- Hands-on experience supporting Windows and macOS devices, mobile devices and Microsoft365, including SharePoint, Exchange Online and Teams.
- Experience with Entra ID and Intune, or similar identity and device management tools.
- Basic network troubleshooting, including Wi-Fi, VPN and printers.
- Experience with VoIP telephony and meeting room AV.
- Experience working in an IT service management or ticketing system.
- Strong interpersonal skills to assist non-technical individuals with complex technical issues.
- Ability to provide step-by-step technical help, both written and verbal.
- Familiarity with backup and recovery software and methodologies.
The Perks!
- Friendly, fun, and supportive work environment - we are extremely proud of the culture we have created!
- Strong commitment to staff enjoyment with our Social Club Committee scheduling fun quarterly afternoon activities to give staff the opportunity to step away from the office and socialise with colleagues.
- Free and accessible parking all day! (Don’t pay $20+ a day with city parking!)
- Close to public transport. We are 10 minutes away from Cheltenham train station and have the 767, 811 & 812 bus stop right outside our front door!
- True appreciation and recognition of hard work
- Established internal career progression pathways
- Company training and development policy with opportunities for supported participation in external certifications and courses
- Regular fresh fruit delivery to the office and quarterly gourmet BBQs provided
About Us
Established in 2013, Next Payments is one of Australia’s strongest, multi-award winning and fastest growing payments companies. Headquartered in Melbourne with branches in Sydney, Brisbane, and Wellington, we are 97% Australian, and 3% New Zealand owned with Macquarie Group being our largest shareholder.
At Next Payments, our success is due to our proven and reliable products and services, ensuring the seamless operation of our customers’ businesses. We provide end to end solutions in the payments space, including ATM installation and services, issuing, and managing digital wallets, QR code payments, debit and prepaid card issuing, and bespoke customer experience integration.
We are an equal opportunity employer and value diversity at our company. We actively recognise our committed people and provide exciting learning and career development opportunities.
At Next you will matter, whatever it takes! We call it Next Respect.
Next Payments is environmentally conscious and after 3 years of hard work, we are proudly Carbon Neutral certified!
How to Apply
If you would like to join Next Payments, please send us your resume and a short cover letter - We want to hear from you personally and understand why this role and our company is of interest!
Please note that only candidates required for interview will be contacted.
You must have the right to live and work in Australia to apply for this position.
Next Payments is not accepting inquiries from recruitment agencies for this position.