IT Support Analyst (Level 1 - Level 2) - TESTING

Answer phones and respond to support requests from clients in a professional, friendly way

Work through helpdesk tickets, prioritising sensibly, updating tickets as work progresses and escalating when needed

Communicate clearly with non-technical users, setting expectations and following through

Remote into client devices to troubleshoot and resolve issues

Resolve day-to-day issues across a range of client environments, including user accounts, email, devices and connectivity

Assist with Microsoft 365 administration through the Microsoft 365 Admin Center, including users, licences, mailboxes and access

Carry out day-to-day admin tasks: users, licences, MFA, mailboxes, shared mailboxes, groups and message trace

Support M365 across multiple users and businesses, with exposure to Intune, SharePoint and Teams administration

Administer and support client phone systems (extensions, ring groups, call flows, IVRs, SIP trunks, handset provisioning) and troubleshoot call routing and quality

Act on alerts from the client's monitoring tools, such as suspicious sign-ins or compromised accounts.

Contain the issue (revoke sessions, reset credentials, review MFA methods), check for persistence (mailbox rules, forwarding, unrecognised app consents), then escalate and document, not just fix the symptom.

Verify the requester's identity before sensitive changes such as password or MFA resets.

Assist with general MSP support work for the client's customers

Use the client's ticketing, remote monitoring and documentation tools. Experience with a PSA/ticketing platform, an RMM and a documentation platform is required (Autotask, Datto RMM and IT Glue are preferred, but equivalent platforms are accepted)

Provide support for networking (UniFi configuration and maintenance) as skills allow, with team guidance

Maintain clear and accurate documentation, including ticket notes and client environment records

Follow the team's ticketing and documentation standards consistently

Write and maintain SOPs, checklists and how-to guides

Identify repetitive tasks and look for ways to automate them, including with AI or scripting, while handling client data responsibly

Remote. Full-time, working Adelaide business hours. Reliable internet, power backup and a suitable workspace required.