Job Description

About GEM Energy

GEM Energy Australia (trading as RACQ Solar) is a Brisbane-based solar installation company operating across residential and commercial markets. The business is undergoing rapid digital transformation, with a custom-built internal platform replacing legacy software and a major laptop hardware refresh planned for FY27. The IT team is small, high-impact, and responsible for the company’s technology.

Purpose of the Role

This role provides frontline IT support to approximately 80–100 staff across office, warehouse, and field-based teams. The IT Support Officer will be the first point of contact for staff-facing IT issues, freeing the senior IT team to focus on platform development, integration, and strategic projects.

This is a hands-on role suited to someone proactive, comfortable in a Google Workspace environment, and capable of working autonomously with minimal supervision.

Key Responsibilities

Staff IT Support (Primary)

• Provide Level 1 and Level 2 help desk support to all staff via phone, email, chat, and in person.
• Troubleshoot and resolve Google Workspace issues (Gmail, Drive, Calendar, Meet, Admin Console), including common 2FA/MFA issues.
• Support Windows 10/11 laptops and peripherals (printers, monitors, docking stations, headsets).
• Log, prioritise, and track support requests. Escalate unresolved issues to senior IT as needed.

Onboarding & Offboarding

• Manage the full IT onboarding process for new starters: account creation, application access, MFA setup, laptop configuration, and desk setup.
• Manage IT offboarding promptly on departure: disable accounts, revoke access, perform remote device wipe if required, collect company hardware, and update the device inventory.
• Maintain an IT onboarding/offboarding checklist to ensure consistency.

Business Application Support

GEM operates a diverse software stack across sales, operations, field service, inventory, and finance. The IT Support Officer is not expected to have prior expertise in every application, but must be capable of independently troubleshooting issues, consulting vendor documentation, and proactively finding solutions without constant direction. The ability to “work it out” is essential.

• Provide first-line user support across business applications: account access, login issues, and basic navigation guidance for staff.
• Develop working proficiency in the company’s core operational platforms over time, taking ownership of day-to-day user support for these systems.

Hardware Refresh Support

• Assist with the rollout of approximately 80 new Windows 11 Pro laptops, including imaging, configuration, and deployment.
• Configure single sign-on and device management tooling on new devices.
• Enrol new devices in endpoint management and verify policy compliance (encryption, screen lock, app restrictions).
• Manage the decommissioning and secure disposal of old hardware.

Device & Endpoint Management

• Monitor and maintain the company device fleet via the admin console.
• Enforce device compliance policies (encryption, updates, USB restrictions).
• Perform remote wipes on lost or stolen devices and manage the device inventory.
• Support BYOD onboarding for staff using personal devices, ensuring policy compliance.

General IT Operations

• Maintain IT documentation: support procedures, setup guides, FAQs, and known-issue logs.
• Assist with meeting room AV, video conferencing, and office network troubleshooting.
• Coordinate with external vendors (internet, printers, hardware leasing) as directed.
• Support the IT Manager with ad-hoc projects, reporting, and compliance documentation.

Essential Skills & Experience

• 1–3 years’ experience in an IT support or help desk role (Level 1/2).
• Strong working knowledge of Google Workspace administration (user management, Groups, Drive, security settings, 2FA).
• Experience supporting Windows 10/11 in a business environment.
• Solid understanding of networking fundamentals (DNS, DHCP, WiFi troubleshooting, basic firewall concepts).
• Demonstrated ability to independently troubleshoot unfamiliar applications using documentation and self-directed research — someone who can work it out, not someone who needs to ask every five minutes.
• Experience with IT onboarding and offboarding processes (account provisioning, hardware setup, access revocation).
• Ability to communicate technical concepts clearly to non-technical staff.
• Self-motivated and able to prioritise competing requests without constant direction.
• Australian working rights (no sponsorship available).

Desirable

• Experience with single sign-on or endpoint management deployment.
• Familiarity with MDM/device management concepts.
• Previous experience supporting a diverse SaaS stack (10+ business applications) in a small-to-medium business.
• Exposure to CRM, field service, or inventory platforms.
• Experience with hardware refresh or large-scale device rollout projects.
• Basic scripting knowledge (PowerShell, Bash) for automating repetitive tasks.
• Google Workspace Administrator certification or equivalent.

Working Environment

Primary Platform - Google Workspace Enterprise Plus

Operating System - Windows 10/11 Pro (majority), some macOS

Device Management - Google Endpoint Management + SSO (rolling out)

Team Size - 3 (IT Manager, IT Lead, this role)

Staff Supported - ~80 across office, warehouse, and field teams

Office Location - Brisbane, QLD

What We Offer

• A fast-moving, technology-forward environment where IT is valued and invested in at the executive level.
• Hands-on experience with a major hardware refresh and endpoint management rollout.
• Exposure to a modern technology environment alongside traditional IT support.
• A supportive IT team with clear escalation paths and no bureaucratic overhead.
• Potential for contract renewal based on performance and business needs.