IT and Network Support Engineer

NovaSource Power Services (‘NSPS’) is a specialist in providing Operations & Maintenance Services to Solar Plants & Battery Energy Storage Projects, around the world.

We presently manage over 26GW of Utility Solar Projects globally; and are established in Australia to drive a higher standard of O&M to market. 

About the Role:

We are seeking a motivated and service-oriented IT Operations & Service Desk Analyst (Level 1) to join our IT team. This role is primarily responsible for front-line IT support, laptop setup and deployment, and general Helpdesk operations. The ideal candidate is customer-focused, technically capable, and comfortable supporting both corporate IT systems and Operational Technology (OT) environments.

This position plays a critical role in ensuring seamless end-user computing experiences while supporting core IT and field-based operational systems.

•    Serve as first point of contact for IT support requests via ticketing system, email, phone, or walk-up support

•    Troubleshoot and resolve Level 1 hardware, software, and connectivity issues

•    Escalate complex incidents to Level 2/3 teams as appropriate

•    Document incidents, resolutions, and knowledge base updates

•    Provide excellent customer service and ensure timely ticket resolution

•    Configure, image, and deploy Windows and/or macOS laptops

•    Install and configure standard corporate software and security tools

•    Manage user account setup including Active Directory, Microsoft 365, VPN, and other SaaS platforms

•    Perform hardware refresh cycles and device replacements

•    Maintain accurate asset inventory records and lifecycle tracking

•    Support onboarding and offboarding processes (equipment provisioning and decommissioning)

•    Support printers, peripherals, docking stations, and mobile devices

•    Assist with password resets and identity management requests

•    Provide basic network troubleshooting (Wi-Fi, LAN connectivity)

In addition to corporate IT responsibilities, this role will provide foundational support for Operational Technology systems, including:

•    Provide Level 1 support for OT hardware and field devices

•    Assist with troubleshooting of site-based systems and communications equipment

•    Support monitoring systems, SCADA-related endpoints, and industrial networking components (as directed)

•    Coordinate with OT engineers and vendors for escalations

•    Assist with deployment and maintenance of field laptops and ruggedized equipment

•    Support secure connectivity between IT and OT environments

•    Follow cybersecurity best practices in mixed IT/OT environments

•    Travel occasionally to operational sites as required

Required Qualifications

•    1–3 years of experience in IT Service Desk or Helpdesk support

•    Hands-on experience with laptop imaging, deployment, and hardware troubleshooting

•    Familiarity with:

◦                      Windows 10/11 and/or macOS

◦                      Microsoft 365 administration

◦                      Active Directory / Azure AD

◦                      Basic networking concepts (TCP/IP, DNS, DHCP)

•    Experience using ticketing systems (e.g., ServiceNow, Jira, Zendesk, etc.)

•    Strong documentation and communication skills

•    Customer-first mindset with strong problem-solving abilities

Preferred Qualifications

•    CompTIA A , Network , or similar certifications

•    Experience supporting hybrid cloud environments

•    Exposure to Operational Technology (OT), SCADA, or industrial systems

•    Knowledge of endpoint management tools (Intune, SCCM, Jamf, etc.)

•    Experience working in regulated or critical infrastructure environments

Key Competencies

•    Strong customer service orientation

•    Organized and detail-oriented

•    Ability to prioritize and manage multiple tickets

•    Comfortable working independently and as part of a team

• Interest in expanding into OT and infrastructure technologies