IT Support Engineer

About Us

At PointsBet, we have only built a fraction of what we have imagined.

Launched in Australia in 2017, PointsBet is committed to delivering the ultimate betting experience. As a global leader in the industry, our people are united by a shared mission: to push boundaries and elevate the thrill of the game – always with a focus on a safe, responsible experience for all users. Our diverse team brings together the best of tech, sports knowledge and creative vision to deliver an exciting platform for sports and racing enthusiasts worldwide.

Role Description

Role: IT Support Engineer

Reporting Manager: Corporate IT Operations Manager

Work Arrangement: Hybrid (minimum 4 days per week in the Melbourne office)

The IT Support Engineer keeps PointsBet’s people productive and secure by delivering end-user support, identity and access management, and device management across Australia, Canada and Japan. The role is the first and second line of the Corporate IT service desk, resolving requests and incidents through Jira Service Management and escalating the rest with clear triage. It also owns the employee lifecycle in IT (onboarding, role changes and offboarding) and the physical workplace, including laptops, peripherals, desks, meeting rooms and office stock. The role works with minimal supervision and puts security first without blocking the business.

Role Responsibilities:

Service Desk & Incident Support

• Work the Service Desk queue: triage, resolve and close requests and incidents within agreed SLAs; escalate to Infrastructure, Security, SRE or vendors with clear notes.
• Troubleshoot Windows and macOS laptops, docks, monitors, headsets, printers and mobile devices.
• Resolve connectivity issues including FortiClient VPN, office Wi-Fi and Microsoft 365 on mobile.
• Raise and manage incidents (PBIM) when an issue affects multiple users.
• Support VIP and executive users, including leadership meeting setups.
• Follow ITIL-aligned processes for Incident, Request and Change Management.

Employee Lifecycle (Joiners, Movers, Leavers)

• Run onboarding for new starters across Australia, Canada and Japan (including MIXI staff): accounts, licences, groups, laptop build and desk setup before day one.
• Process role changes including title updates, email signatures, group and permission changes.
• Complete offboarding on the leaving date: disable accounts, remove licences, set up mail forwarding or mailbox access, and retrieve equipment.

Identity & Access Management

• Administer Entra ID / Active Directory users, security groups, distribution lists, shared mailboxes and Confluence/Jira groups.
• Fulfil access requests in line with the User Access Policy, including approval-gated platforms (e.g. BetTools, TBS, PBAdmin), with Spots and TBS access approved by IT Security.
• Grant and remove Azure RBAC for engineering teams, including key vaults, storage accounts, managed identities, Azure DevOps and GitHub organisation access.
• Approve or deny AutoElevate elevated sessions and UAC requests; manage local admin and admin-account access.

SaaS & Licence Management

• Provision and reclaim licences for Microsoft 365, Copilot, Claude, ChatGPT Business, Udemy, Keeper, Miro, Heap, Zendesk, ApprovalMax and similar tools.
• Configure SSO for SaaS applications and resolve sign-in issues.
• Track licence usage and remove licences for leavers to control cost.

Endpoint, Asset & Workplace Management & Endpoint Security

• Build, reimage and redeploy laptops through Microsoft Intune / Autopilot, working with Devicie as the managed service provider.
• Maintain the asset register: monthly office stock takes, out-of-lease device audits, laptop purchases and lease returns.
• Manage stock of peripherals and consumables; set up desks, docks and WFH kits, including trading setups.
• Support meeting rooms, trading-floor screens and AV for town halls and high-profile meetings.
• Deploy application updates and patches to managed devices.
• Action Security Operations (SECOPS) alerts, including blocked malware, suspicious connections and devices missing patches.
• Investigate phishing and suspicious email reports and remove threats.

Communication, Documentation & Continuous Improvement

• Publish the weekly IT Operations communications to staff.
• Write and maintain knowledge base articles and runbooks in Confluence.
• Collaborate with HR, IT Security, engineering teams, vendors and MSPs to deliver services.
• Suggest and test new tools and automation that reduce manual tickets.

Performance Objectives & Measures

• Deliver fast, quality support — Resolve tickets within agreed SLAs; track first-contact resolution and customer satisfaction against IT Operations KPIs.
• Have new starters ready on day one — Accounts, licences and equipment ready before every start date.
• Offboard cleanly — Remove leavers’ access and retrieve equipment on the leaving date; reconcile the monthly HR leavers list with zero orphaned accounts.
• Keep assets and licences accurate — Complete monthly office stock takes, action out-of-lease devices and reclaim unused licences.
• Create and maintain documentation — Write or update knowledge base articles for repeat issues; publish weekly IT Ops communications.

Key Selection Criteria

• 2+ years in IT support or service desk, ideally in a fast-paced or regulated business.
• Hands-on Microsoft 365 and Entra ID / Active Directory administration (users, groups, mailboxes, licences).
• Experience managing Windows and macOS devices with Microsoft Intune or a similar MDM.
• Working knowledge of networking basics (IP, DNS, DHCP, VPN, Wi-Fi) and remote support tools.
• Experience with a ticketing tool such as Jira Service Management or ServiceNow, and ITIL practices.
• Familiarity with Azure RBAC, Azure DevOps, GitHub administration and SaaS SSO is highly regarded.
• PowerShell or other scripting to automate repeat tasks is desirable.
• Relevant certifications such as Microsoft 365 Endpoint Administrator, Azure Fundamentals or ITIL Foundation.
• Degree-qualified or equivalent experience in Computer Science or related field.
• Excellent communication skills to explain technical issues to non-technical staff and executives.
• Organised, reliable and customer-focused, with strong attention to detail across asset, licence and access records.

The PB Perks!   

• PointsBet Flex Program – Enjoy hybrid working, “Work from Anywhere” weeks and sabbatical leave, to name a few.
• PointsBet Day – Celebrate your PointsBet anniversary with a day off.
• Annual Bonus Scheme – Recognising exceptional performance, our bonus program rewards great work with additional earnings on top of competitive salary packages.
• Parental Leave – 18 weeks for Primary Careers and 4 weeks for Secondary Carers.
• Employee Assistance Program – access support whenever you need it.
• Additional Perks – Social events, gym classes, pet friendly offices, stocked kitchens, sporting event tickets, wellness programs and more!   

Join us in our journey to change the game, innovate daily and create a platform that sports lovers across the globe can trust and enjoy.

Don’t meet every requirement on the job description? That’s okay! We encourage you to apply anyway. We are built different at PointsBet, because we think different. We value diverse perspectives and are excited to hear from applicants with unique skill sets. Your individuality and experience could be the perfect addition to our team