Analyst, IT Support – APAC

Choose a workplace that empowers your impact. 

Join a global workplace where employees thrive. One that embraces diversity of thought, expertise and experience. A place where you can personalize your employee journey to be — and deliver — your best.  

We are a purpose-driven, dynamic and sustainable pension plan. An industry leading global investor with teams in Toronto to London, New York, Singapore, Sydney and other major cities across North America and Europe. We embody the values of our 600,000+ members, placing their best interests at the heart of everything we do.

Join us to accelerate your growth & development, prioritize wellness, build connections, and support the communities where we live and work.

Don’t just work anywhere — come build tomorrow together with us.

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Founded in 1962, OMERS is one of Canada’s largest defined benefit pension plans and has generated C$138.2 billion in net assets, as at December 31, 2024. A jointly sponsored pension plan, with 1,000 participating employers, OMERS invests and administers pensions on behalf of almost half a million active and retired members. OMERS members include union and non-union employees of municipalities, school boards, transit systems, electrical utilities, emergency services and children’s aid societies across Ontario. Contributions are funded equally by members and employers.

OMERS has employees in Toronto, London, New York, Amsterdam, Luxembourg, Singapore, Sydney and other major cities across North America and Europe – originating and managing a diversified portfolio of high-quality investments in capital markets, private equity, infrastructure, and real estate.

OMERS has a long-term perspective and invests at scale in high-quality assets that generate stable returns, always demonstrating its commitment by taking a significant or controlling stake in the asset. Its strategy is focused on seeking high-quality investments that will meet the pension promise, delivering exceptional value and financial security in retirement to its 640,000 members.

The Role

As an Analyst working as part of the APAC IT Team, based in Sydney, you will deliver premium, personalized technology support to senior leaders, high-profile users, overseas company visitors and business-critical teams. This role is focused on an initiative-taking, high-touch service that ensures seamless digital experiences and builds trusted relationships with key stakeholders.

You will act as a technology concierge—resolving any issues that may arise with discretion and urgency, anticipating user needs, and providing tailored support both remotely and in person. Your ability to communicate clearly, manage expectations, and deliver exceptional service will be essential to success.

• Based on-site, deliver White Glove support to VIPs and executives, ensuring a frictionless technology experience.

• Provide in-person and remote support for desktops, laptops, mobile devices (iOS/Android), and collaboration tools (Teams, Zoom, Webex).

• Support and troubleshoot Microsoft 365 suite (Outlook, Teams, OneDrive, SharePoint) and Exchange Online with good understanding of user impact.

• Manage user accounts, permissions, and configurations in Active Directory and Azure AD.

• Provide support for hybrid Exchange environments, including mailbox migrations, calendar delegation, and shared mailboxes.

• Full hardware lifecycle management—diagnosis, procurement, deployment, and handling RMAs 

• Troubleshoot network connectivity, VPN, and remote access issues with minimal disruption to the user.

• Support executive meetings and boardroom setups, ensuring AV, conferencing, and presentation tools function flawlessly.

• Coordinate with infrastructure, security, and application teams to resolve complex issues while maintaining ownership and accountability.

• Maintain and update asset inventory, ensuring devices are compliant, secure, and up to date.

• Create and maintain user-friendly documentation, quick reference guides, and FAQs tailored to non-technical audiences.

• Build strong relationships with users, becoming a go-to resource for IT-related needs and trusted advisor for technology adoption.

The Person

• 5+ years of experience in IT support roles, ideally in financial services, investment banking, or other high-pressure environments.

• Proven experience supporting Microsoft technologies: Windows 10/11, Active Directory, Exchange (on-prem and online), and Microsoft 365.

• Experience supporting mobile device management (Intune, Jamf), VPN, and remote access tools.

• Strong understanding of ITSM tools (e.g., ServiceNow) and incident/request lifecycle management.

• A calm composed demeanour under pressure, with a proactive and customer-first mindset.

• A passion for delivering exceptional service and continuously improving the user experience and how you can play a part in that.

• Comfortable being based in a fast-paced office environment, with the autonomy to prioritise and resolve issues proactively.

• Adept at translating technical concepts for non-technical users, with a focus on discretion, empathy, and clear communication.

• Collaborative and resourceful, able to work closely with regional and global teams while maintaining local ownership and responsiveness.

• Enthusiastic about emerging technologies and capable of advising end users on new tools or features that improve productivity.

As one of Canada’s largest defined benefit pension plans, our people-first culture is at its best when our workforce reflects the communities where we live and work — and the members we proudly serve.

From hire to retire, we are an equal opportunity employer committed to an inclusive, barrier-free recruitment and selection process that extends all the way through your employee experience. This sense of belonging and connection is cultivated up, down and across our global organization thanks to our vast network of Employee Resource Groups with executive leader sponsorship, our Purpose@Work committee and employee recognition programs.