Senior IT Support Specialist

The Senior IT Support Specialist works independently to deliver advanced IT and Manufacturing IT (MFG IT) operational support, ensuring system availability, efficiency, and reliability while driving continuous improvement across services. This role is based out of our office in Brisbane. In this role, you will make an impact in the following ways: Operations & Advanced Troubleshooting

Provide Tier 2/3 local and remote hardware, software, network, and server support across corporate and manufacturing locations. Diagnose and manage system compliance tools (Antivirus, Tanium, SOTI, Macrium, WSUS). Support server infrastructure, hosted applications, and lead remote teams during major incident resolutions.

Perform full device life cycle management: OS installation, provisioning, deployment, backup/recovery, and decommissioning. Service Management & Governance Manage incidents and requests from initiation through closure, maintaining high customer satisfaction and SLA compliance. Enforce Cummins IT governance, security standards, and operational guidelines.

Author and update Standard Operating Procedures (SOPs) and technical knowledge base documentation. Project Delivery & Vendor Management Serve as an active project team member executing IT service line deliverables using standard Project Management tools. Coordinate and supervise third-party vendors and contractors for onsite installations and hardware activities.

Travel to regional Cummins facilities on short notice for critical hands-on operational or project tasks. Continuous Improvement Analyze support trends to drive root-cause analysis and preventive measures. Apply continuous improvement tools (e.g., Six Sigma) to enhance service delivery efficiency and reduce operational costs.