IT Support Engineer
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Job Description
IT Support Engineer delivering L1/L2 Microsoft workplace support for an Australian workforce solutions organisation. Troubleshooting endpoints, Microsoft 365, identity, networks, and workplace technology remotely.
Responsibilities:
- Monitor and manage incidents and service requests through Jira Service Management, prioritising work according to business impact and agreed service levels
- Deliver remote L1/L2 support for Windows laptops, desktop applications, peripherals, and workplace technology
- Triage incoming requests and resolve routine first-line issues and complex L2 incidents
- Take ownership of internal IT issues across multiple systems and technologies
- Collaborate with L1 support colleagues and L3/senior engineers, escalating infrastructure and complex technical issues when required
- Troubleshoot Microsoft 365 services, including Outlook, Exchange Online, Teams, OneDrive, and SharePoint Online
- Perform routine Microsoft 365 administration covering user accounts, licences, group memberships, permissions, and access
- Administer Microsoft Entra ID users and investigate sign-in problems, account lockouts, and multifactor authentication issues
- Process approved user onboarding, offboarding, and access changes
- Diagnose Windows operating system, application installation, configuration, and performance issues
- Troubleshoot workplace devices including printers, photocopiers, headsets, mice, and related peripherals
- Investigate connectivity issues involving Wi-Fi, DNS, DHCP, and remote access
- Provide initial troubleshooting for mobile devices and fixed-line telephony
- Investigate relevant system and server issues within assigned permissions and engage senior engineers when deeper intervention is required
- Escalate complex incidents with comprehensive troubleshooting notes, findings, and business impact details
- Maintain accurate ticket records and provide timely progress and resolution updates
- Support effective use of the Jira portal and document repeatable solutions
Requirements:
- Hands-on experience delivering L1/L2 technical support within a Microsoft Windows environment
- Ability to troubleshoot Windows endpoints, business applications, and peripheral devices
- Experience supporting and administering Microsoft 365, including user accounts, licensing, permissions, and access
- Working knowledge of TCP/IP, DNS, DHCP, Wi-Fi, VPN, and general network connectivity troubleshooting
- Experience managing incidents and service requests through an IT ticketing platform
- Ability to provide remote technical support to non-technical users and manage issues through resolution or escalation
- Broad troubleshooting capability across internal IT systems and technologies
- Experience with Microsoft Intune and endpoint management
- Microsoft Entra ID administration
- Active Directory and Windows Server
- Exchange Online administration
- OneDrive and SharePoint Online administration
- PowerShell for routine administration and troubleshooting
- Hybrid Microsoft identity environments
- Azure fundamentals
- Mobile device and business telephony support
- Relevant Microsoft certifications
- Strong written and verbal communication skills
- Methodical troubleshooting skills with sound escalation judgement
- Ability to prioritise competing incidents and service requests effectively
- Clear technical documentation and proactive communication with users
- Collaborative approach with support colleagues and senior engineers
- Ability to manage routine support requests alongside complex incidents
- Ability to support a broad range of internal IT responsibilities
- Effective collaboration with users and colleagues in a remote environment
- Adaptable and practical approach in a fast-paced environment
- Proactive problem-solving mindset and willingness to investigate unfamiliar technical issues
- Ability to learn quickly and take issues through to resolution or appropriate escalation
Benefits:
- Get paid in Australian Dollars
- Medical insurance from day one for you + spouse (or parents if unmarried)
- Generous OPD coverage from doctor visits to all your medical needs
- Home office setup allowance
- Internet allowance
- Gym & wellness allowance
- Regular team events & engagement activities
- Mental health & counseling support
- Reimbursement for industry certifications
- Open-door culture
- Flexible work – home or office
- Rewards & recognition
- Christmas and financial year-end parties
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