IT Support Analyst - Work From Home | Day Shift

The IT Support Specialist will provide L1 and L2 technical support across the organisation, serving as the first point of contact for IT-related issues and service requests. The role will support Microsoft 365 administration, user identity and access management, endpoint management, business application support, and device lifecycle processes.

• Provide L1 and L2 IT support via phone, email, Teams, and the service desk portal.
• Troubleshoot and resolve issues related to Windows, Microsoft 365, user accounts, devices, printers, and connectivity.
• Log, update, and manage support tickets while keeping users informed throughout the resolution process.
• Manage user accounts, passwords, MFA, permissions, and Microsoft 365 licenses.
• Support Exchange Online, Teams, SharePoint, and other Microsoft 365 services.
• Assist with device setup, configuration, and management through Intune and Autopilot.
• Provide first-level support for business applications and escalate complex issues to the appropriate teams.
• Coordinate with internal stakeholders and vendors to help ensure timely resolution.
• Support employee onboarding, role changes, and offboarding activities.
• Coordinate device deployment, recovery, and asset tracking.
• Follow IT security policies and best practices.
• Maintain accurate documentation and contribute to knowledge base articles and process improvements.

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• Bachelor’s degree in information technology, Computer Science, Computer Engineering or a related field, or equivalent practical experience.
• 2 or more years in an IT service desk, desktop support, or managed service provider role, ideally supporting Australian or other overseas clients.
• Solid working knowledge of Windows 10/11, Microsoft 365 applications, Exchange Online, Teams and SharePoint, common peripherals and basic networking (DNS, DHCP, VPN, Wi-Fi).
• Hands-on experience administering user accounts in Entra ID or Active Directory, including password and MFA resets and group management.
• Experience working in an IT service management platform, with disciplined ticket notes and a sound grasp of incident, request and escalation processes.
• Excellent spoken and written English, with the confidence to support users of varied technical ability by phone, email and remote session.
• Ability to manage several tickets at once, follow procedures, and recognise when escalation is needed.
• Willingness and ability to work Australian business hours on an ongoing basis.

• Experience with Jira Service Management, ServiceNow or a comparable platform.
• Exposure to Microsoft Intune, Autopilot and endpoint compliance policies.
• Exposure to Business Central, D365 CRM, Power Platform or comparable ERP and CRM applications.
• Basic understanding of Power BI, including workspace access, report sharing and refresh troubleshooting.
• Experience with IT asset registers, equipment logistics and remote onboarding or offboarding.
• Certifications such as ITIL 4 Foundation, CompTIA A+, Microsoft 365 Fundamentals (MS-900), Endpoint Administrator (MD-102) or Microsoft 365 Administrator (MS-102).