IT Operations Support Lead at Hipages

Engineering, Sydney sydney support engineering
Posted 10 days ago

About the company:

We are an Australian-owned, ASX-listed tech company and the largest online tradie marketplace in Australia. Inspired and driven by our purpose of transforming the trade industry, building better lives for everyone, with over 300 team members across Australia, New Zealand, Philippines and Vietnam.

We have been recognised as a Great Place to Work in Australia and endorsed by Work180 for our commitment to advancing women’s careers. We offer meaningful, impactful work collaborating and innovating with the best and brightest in a transparent, supportive and fast-paced work environment.

About the role:

You will be responsible for providing support leadership across all hipages’ internal operational systems and infrastructure to ensure safe and efficient operations. This hands-on role will include providing day-to-day help desk user support and troubleshooting, as well as managing other IT Operations tasks. You will also be the direct point of escalation for other members of the support team and the business. 


  • Competitive salary, benefits and perks, plus equity via our Employee Share Program
  • Cross functional collaboration with autonomous work driven by your own innovation
  • Leverage hands-on learning, coaching opportunities and workshops for continuous upskilling
  • Inhouse Talent Development team to support your personal career growth and plan for your promotion!

How you will add value:

Key Responsibilities

  • Provision of hardware, platform, network, and voice support to all hipages staff in accordance with defined service standards. This includes providing escalation assistance. Support channels include: Jira Service Management, email and in person.
  • Perform administration of all ITOperations owned platforms. This includes on/offboarding, configuration, maintenance, DR planning and incident response.
  • Maintaining strong relationships with a range of key stakeholders including: local and remote users, senior management and external providers etc. 
  • Create technical documentation and KBA’s detailing ITOps systems and processes. This will be published for reference by hipages staff and the wider ITOperations group.
  • Act as a point of escalation for the business representing the IT Operations support function.
  • The successful candidate would be required to work after hours including providing weekend support on an ad hoc basis, subject to business requirements.

About you:

  • A minimum of 3 years in a support function with 2 years as an escalation resource.
  • Experience with IdM/IAM and resource policy creation/management.
  • Excellent knowledge of Google Workspace.
  • An understanding of ITIL fundamentals.
  • Hands-on experience with MacOS and Windows environments.
  • Sound knowledge of Networking devices including routers, switches, Access Points and WIFI.
  • Sound knowledge of common networking practices including cabling, IP addressing and troubleshooting.
  • Knowledge of the Cisco Meraki platform.
  • Online Meetings and Meeting rooms management, preferably Zoom environment.
  • Advanced knowledge of ticketing systems, Jira Service Management exposure is highly regarded.
  • Experience conducting root cause analysis as part of the incident postmortem process, including written reports out of results and recommendations. 

Take a look inside our home:

  • Close-knit diverse family of bright, respectful, collaborative members who love to solve problems and jump on new opportunities
  • Strengths based organisation with in house coaching to help you leverage what makes you special
  • Holistic wellbeing focus with EAP access, meditation room, daily bottomless continental breakfast, fresh fruit and snacks and diversity initiatives and celebrations
  • Inspiring office and location - based in the heart of Sydney CBD, only a few steps from Town Hall Station, with multiple indoor and outdoor collaboration and social areas
  • Social connection focus: Friday socials, 2x big company parties per year and regular and fun teaming activities - we work hard but play hard too!

We value Diversity:

Innovation & Collaboration are core values at hipages, and are impossible to cultivate without a diverse and inclusive team. We don't expect you to be an expert in all areas, we’re more interested in who you are as a person, a team member and a leader.

Research shows that while men apply for jobs when they meet an average of 60% of the criteria, women and other minority groups tend to only apply when they check every box. So if you don't tick every single box above, but you think you would be a great fit for the role we encourage you to apply, we would LOVE to hear from you! 

We are a Circle Back Initiative Employer – we commit to respond to every applicant.