IT Operations Engineer

The Role

This role is a launchpad, not a helpdesk seat, with a clear path into infrastructure, DevOps, Engineering or SRE from here. You'll take full ownership of Lyrebird's support and internal IT function: first-line owner of every customer-facing engineering ticket escalated from Support, and sole owner of internal IT, from device lifecycle to SaaS access to onboarding. It's built for someone who wants visible, immediate ownership of a real backlog, not a maintenance function.

You'll thrive here if IT is more than a job to you, the type who tinkers, builds, or goes deep on something technical in your own time, not because it's asked of you. You'd rather fix the 110 open tickets than talk about fixing them, and you don't wait for permission to build the runbook that stops the same ticket happening twice. You're also the kind of person people like coming to for help: approachable, quick to respond, genuinely eager to get someone unblocked the same day they ask.

About Us

Every day in Australia, 10 people die from preventable medical errors, not from incurable diseases, but from misdiagnosis, missed information, and clinicians making decisions under impossible pressure. At the centre of that failure is a doctor spending 40% of their day on paperwork instead of patients. Lyrebird is fixing that.

We turn real clinical conversations into accurate notes, automatically, backed by ambient real time document creation, intelligent document management and clinical workflow automation, native patient data integrations across siloed health systems, and a patient and clinical communications layer. Thousands of clinicians across multiple disciplines use Lyrebird every day in environments where accuracy, safety, and time matter deeply. We're growing fast across Melbourne, the UK, and Asia, and there's a finite window right now to set the standard for clinical AI before anyone else does.

What you'll do

• Own the support ticket queue end to end, clearing the untriaged backlog and driving median resolution time from 21 days down to under 14

• Take full ownership of internal IT, from device procurement and MDM enrolment to SaaS access provisioning and staff onboarding

• Administer identity and access management across Google Workspace and AWS IAM, including SSO and access reviews

• Build the runbooks and internal documentation that reduce repeat ticket volume over time, not just resolve what's in front of you

• Diagnose and drive integration failures to resolution, working directly with Engineering on the fixes that matter most to Enterprise clients

• Contribute scripting and lightweight tooling to automate the manual parts of the job away

• Produce the operational evidence and access artefacts that directly support our ISO and compliance lifecycle

What you'll bring

• ~1 years in IT support, service desk, or an adjacent technical role, or a graduate genuinely excited to start here

• Comfort troubleshooting hands-on: testing integrations with curl or similar tools and reading JSON/XML responses to find what's actually broken

• Working knowledge of IAM concepts across platforms like Google Workspace, Okta, or Azure AD

Nice to have

• Experience with Linear, Jira, Intercom, or similar issue-tracking tooling

• Basic scripting in TypeScript, Python, or Bash

• Exposure to MDM platforms such as Intune, Jamf, or Rippling, or cloud platforms such as AWS, GCP, or Azure

• An interest in security fundamentals: least-privilege access, MFA, and audit logging

Every ticket you close and every access review you run is time handed back to clinicians and to the people building Lyrebird's compliance foundation. This role sits closer to that mission than most support seats do, because the fix you ship today is the reason a clinic doesn't lose a day to a broken integration tomorrow.

We're building a team that reflects the diversity of the people who benefit from our work. We want Lyrebird to be a place where everyone feels safe, supported, and able to thrive. If you're from an underrepresented background in tech, we strongly encourage you to apply, even if you don't meet every requirement.