Infrastructure Support Specialist | West End, Brisbane

The opportunity:

As an Infrastructure Support Specialist, you'll be an essential part of our IT Operations team, stepping into a broad infrastructure support role that goes beyond reactive service tickets. This position is ideal for a Level 2 technician, ideally with MSP experience, who's ready to move into more proactive project and systems work across our technology environment.

You'll support infrastructure across networking, systems, CCTV, IP telephony, and endpoint management, with a strong focus on owning escalations from the Service Desk. Under the guidance of senior infrastructure engineers, you'll gain hands-on experience across core systems while contributing to design decisions, documentation, and platform improvements.

Key duties and responsibilities include (but are not limited to):

• Provide hands-on support across core infrastructure domains including networking (primarily Cisco Meraki), Windows endpoints, IP telephony (e.g. 3CX or similar), security systems, and access control platforms.
• Act as the Tier 2 escalation point for network-related issues raised by the Service Desk, performing advanced troubleshooting and root cause analysis.
• Support BAU infrastructure operations including patch management, firmware upgrades, system evaluations, and endpoint maintenance.
• Assist in the deployment and configuration of IP CCTV and duress alert systems, contributing to design validation, site rollouts, and vendor coordination.
• Maintain and improve technical documentation including network diagrams, SOPs, support guides, and internal knowledge base articles.
• Collaborate with the Service Desk to uplift triage workflows, improve diagnostic procedures, and mentor junior staff in handling recurring technical issues.
• Contribute to internal infrastructure projects involving technology transitions, system hardening, cloud integrations, and deployment automation.
• Monitor health and performance of network and endpoint systems using tools such as Meraki Dashboard, RMM platforms, and security alerting systems.
• Engage in vendor escalation, procurement processes, and support agreements for infrastructure-related services and hardware.
• Participate in scheduled maintenance windows, ensuring appropriate pre-checks, communications, and system validation before and after changes.

About you:

With a background in IT support within a networked environment and hands-on experience with the Cisco Meraki cloud-based platform, the ideal candidate for this role will be both autonomous and proactive. They will have demonstrated strong stakeholder management and influencing skills, showing resilience to effectively balance service expectations with adherence to policies and procedures. Experience with firewalls and telephony systems will be highly regarded.

To be successful in this role you have:

Essential

• Minimum 3 years' total experience in an IT Service Desk role, or
  at least 2 years as a Level 2 Service Desk Agent with a Managed Services Provider (MSP)
• Confident in troubleshooting diverse IT hardware (desktops, laptops, printers, mobile devices)
• Excellent verbal and written communication skills (internal and client-facing)
• Demonstrated ability to self-manage workload, task switch, and meet deadlines
• Foundational networking knowledge (VLANs, DHCP, subnets, DNS)

Desirable

• Exposure to Cisco Meraki environments (switches, APs, MX security appliances, cellular gateways)
• Familiarity with Jira or comparable ticketing platforms
• Hands-on involvement in infrastructure rollout projects or upgrade programs

In return we offer you:

• Complementary all access Goodlife Gym Membership, plus one for a friend
• FLG is committed to promoting a healthy work-life balance. We offer a hybrid work model, mixing 60/40 office (Monday, Tuesday and Thursday) and work-from-home responsibilities.
• Modern open-plan office with onsite cafe and complimentary barista coffee
• Anniversary leave days and additional complimentary memberships through FLG's Recognition of Service Program
• Be recognised and rewarded by your peers for living our values with FLG's People's Champion awards
• Enjoy exclusive employee discounts with industry leading fitness, travel, fashion and retail brands through FLG's partner discount program
• Leading paid parental leave program
• Employee Assistance Program

About Fitness and Lifestyle Group:

Fitness and Lifestyle Group (FLG) is the leading fitness, health, and wellness group in the Asia-Pacific region, headquartered in Australia. Our mission is to make a meaningful, positive impact on people's lives through innovative and diverse health and wellness offerings, both physical and digital.

FLG's portfolio includes globally recognised brands such as Fitness First Australia, Goodlife Health Clubs Australia, Jetts Fitness New Zealand & Thailand, Zap Fitness, and Barry's. With 319 locations across Australia, New Zealand, and Southeast Asia, we support over 585,000 members in leading healthier, more active lives.

Our Commitment to Diversity and Inclusion:

At Fitness and Lifestyle Group we bring positive energy and attitude to work every day, we are proud of who we are and who we work for. We don't just accept individuality; we encourage it and acknowledge the value diversity and inclusivity brings to our organisation. We pride ourselves on empowering our team to be their authentic selves at work.

We welcome applications from Aboriginal and Torres Strait Islander People, people of all ages, race, sex, intersex status, gender identity, sexual orientation, people with a disability and from other diverse backgrounds.

Apply Now!

Please click 'Apply' to submit a resume that details your experience, attributes and achievements.