IT Support Engineer

About the company

Bare Cove Technology (BCT) is a recognised provider of IT and cybersecurity services. Its team includes specialists in cybersecurity, cloud platforms, software engineering, and IT infrastructure. The company supports major asset managers throughout the Asia Pacific region, assisting them in meeting the expectations of institutional investors and international regulators. BCT is growing quickly and is adding new clients in Hong Kong, Singapore, and Australia, which is driving expansion of its client support function.

About the role

Bare Cove Technology is hiring an IT Support Engineer for its Sydney team. This position focuses on delivering dependable, SLA-based IT support with accountability for incidents, deeper technical troubleshooting, cybersecurity awareness, and strong client interaction. The role also contributes to service improvements through automation and more efficient operations. It reports to the Head of Client Support and provides exposure to cloud environments, cybersecurity practices, and automation initiatives.

Key duties

• Provide remote and onsite support for end-user devices, cloud services, infrastructure, and security-related systems.
• Serve as a technical escalation contact for L1 engineers, offering guidance and hands-on assistance.
• Work with infrastructure, networking, and security teams to close out major and complex incidents.
• Own incidents and service requests end to end, including logging, categorising, prioritising, and assessing impact while meeting SLA expectations, keeping clients updated, and flagging possible security issues.
• Investigate and fix advanced system, network, and application problems, including access, authentication, endpoint, and connectivity issues.
• Carry out hardware setup, upgrades, and software deployment when needed.
• Train and assist users on laptops, workstations, and related software.
• Track systems and act on alerts, including security-related alerts, within agreed service timelines.
• Keep documentation complete, accurate, and audit-ready, including troubleshooting notes and root-cause analysis.
• Ensure IT work follows internal policies, industry expectations, and regulatory obligations.

Skills and qualifications

• At least 3 years of experience in IT support, preferably in an MSP or financial services setting.
• Strong grounding in IT support basics, including remote troubleshooting and end-user assistance.
• Experience supporting both Windows and macOS systems.
• Practical administration experience with Microsoft 365.
• Good networking knowledge covering DNS, DHCP, VPN, and TCP/IP.
• Experience working with cloud and hybrid environments.
• Familiarity with AI-assisted support tools or automation platforms.
• Ability to spot and introduce automation improvements in support processes.
• Working knowledge of security practices such as identity management, endpoint protection, and incident response.
• Strong analytical thinking and problem-solving ability.
• Comfortable working independently in a fast-moving, client-focused environment.
• Excellent communication and stakeholder management skills.
• Strong written and spoken English.
• Preferred: bachelor’s degree in computer science, engineering, or a related field.
• Preferred: experience with Microsoft Azure and/or AWS.
• Preferred: exposure to Citrix, endpoint management, or monitoring tools.
• Preferred: scripting or automation skills in PowerShell, Python, or similar.
• Preferred: familiarity with cybersecurity concepts or audit/compliance processes.
• Preferred: experience supporting financial services clients.
• Preferred: knowledge of ITIL practices and framework.

Work location

This role is mainly based in the Sydney, Australia office, with some opportunity for hybrid remote working and business travel.