Key Responsibilities

• Deliver high-touch, white glove technical support for executive users, ensuring a seamless and secure desktop computing experience.
• Provide intermediate-level support for end-user issues including implementation, configuration, maintenance, troubleshooting, security, and usage monitoring.
• Resolve moderately complex technical issues to minimize downtime and maximize executive productivity.
• Serve as a trusted advisor to executive clients, offering proactive consultation on potential technical issues and solutions.
• Create and maintain knowledge base articles, procedures, and training materials for internal use.
• Maintain accurate records of support activity in the tracking system, adhering to organizational policies and standards.
• Act as a point of escalation for junior support staff, providing guidance and resolving elevated issues.
• Ensure compliance with IT and Information Security policies and procedures.

Qualifications

Minimum of 3-5+ years of work experience, including at least 1 year in a technical support role.

Willingness and ability to travel as needed; approx. 20%

Prior experience supporting executive-level users in a white glove environment is strongly preferred.

Exceptional interpersonal and communication skills, with a strong focus on relationship management and discretion.

Bachelor’s degree or equivalent combination of education and experience.

Strong problem-solving skills and the ability to work independently in a fast-paced, high-visibility environment.

Special Factors

Sponsorship

Vanguard is not offering visa sponsorship for this position.

About Vanguard

At Vanguard, we don't just have a mission—we're on a mission.

To work for the long-term financial wellbeing of our clients. To lead through product and services that transform our clients' lives. To learn and develop our skills as individuals and as a team. From Malvern to Melbourne, our mission drives us forward and inspires us to be our best.

How We Work

Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.