IT Support Officer

About the Role

The IT Support Officer is the first point of contact for technology support across Linkly, keeping our people productive and our internal systems running smoothly. You will provide friendly, responsive support across hardware, software, accounts and meeting technology for a business of around 120 people.

The role covers the full employee technology lifecycle: onboarding and offboarding, device setup and management, access provisioning, and day-to-day troubleshooting across our corporate environment.

Because Linkly operates in a highly regulated payments environment, careful access management, security awareness and good documentation are a core part of the job, and you will work closely with the wider IT, Security and Platform teams to keep our environment safe and well run.

Key Responsibilities

Service desk and user support

• Frontline support: Provide level 1 and level 2 support for hardware, software, printing, mobile devices and meeting room technology, in person and remotely.

• Ticket management: Log, prioritise, resolve and escalate incidents and requests through the service desk, keeping users informed along the way.

• Onboarding and offboarding: Set up accounts, devices and access for new starters, and ensure timely, complete removal of access for leavers.

• Knowledge and documentation: Maintain clear how-to guides, FAQs and support documentation so common issues are easy to resolve.

• AI-enabled support: Use approved AI tools to speed up troubleshooting, documentation and knowledge base upkeep, and help colleagues use them safely.

Devices, systems and access

• Device management: Build, deploy, patch and maintain laptops and desktops, including endpoint management and antivirus tooling.

• Accounts and identity: Administer user accounts, groups and permissions across Microsoft 365, Active Directory and business applications.

• Asset management: Maintain an accurate register of hardware and software assets and licences throughout their lifecycle.

• Licence management: Track software licences and subscriptions, manage allocations and renewals, and flag unused licences and savings opportunities.

• Office technology: Support networking basics, Wi-Fi, printers and audio-visual equipment across the office.

Security and compliance support

• Access control: Follow least-privilege principles and formal approval processes when granting, changing or removing access.

• Security hygiene: Support patching, MFA, phishing awareness and endpoint security activities in line with Linkly’s security policies.

• Audit support: Help maintain the records and evidence needed for PCI-DSS and ISO 27001 activities, working with the Security team.

What You'll Need

• Experience in an IT support, service desk or helpdesk role, or a relevant qualification with a strong practical foundation.

• Solid troubleshooting skills across Windows, Microsoft 365 and common business applications.

• Familiarity with user and access administration in Active Directory and Microsoft 365.

• A customer-first mindset with patience, clear communication and a knack for explaining technology in plain language.

• Good habits around documentation, ticket hygiene and following process.

• An understanding of why access control and security matter, and the discipline to apply them consistently.

• Comfortable using AI tools and continuing to learn and upskill in AI.

• The ability to juggle competing requests, prioritise sensibly and know when to escalate.

Nice to have

• Exposure to Intune or similar endpoint management, and to macOS support.

• Basic networking knowledge (TCP/IP, DNS, DHCP, Wi-Fi).

• Basic Linux familiarity (navigating the command line, common admin tasks).

• Experience working in a regulated environment such as payments, financial services or health.

Our Values

• Act Like an Owner: Take full accountability for outcomes and make decisions with the long-term success of Linkly in mind.
• Innovate: Challenge assumptions, champion new ideas and drive meaningful change for customers and the business.
• Deepen Trust: Build confidence through integrity, transparency and consistent delivery with your team, partners and clients.
• Care and Respect: Foster an inclusive, supportive environment where everyone feels valued and empowered to do their best work.

About Linkly

Linkly is a PE-backed, Australian fintech focusing on payment integration solutions. We are a leading provider in ecommerce recurring billing, and our middleware powers over 200,000 terminals and processes over two billion transactions annually. Our applications support over 800 integrations into POS solutions. We have built our reputation through seamless integration of payment terminals and POS systems and are continuing to innovate in creating a terminal and acquirer independent payment solicitor for in-store. Our clients include major banks and retailers such as Woolworths, David Jones, JB Hi-Fi, and Bunnings.   

Our goal is to continuously lead the payments industry with new technology delivering value to clients, which who include merchants, banks, acquirers and POS vendors, expanding our presence into other regions.