IT Support Analyst (Level 1 - Level 2)

KEY RESPONSIBILITIES
▸ Helpdesk & Client Support 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 & Technical Troubleshooting 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 ▸ Microsoft 365 Administration 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 ▸ Phone Systems Administer and support client phone systems (extensions, ring groups, call flows, IVRs, SIP trunks, handset provisioning) and troubleshoot call routing and quality ▸ Security Response 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. ▸ MSP Support & Tools 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 ▸ Documentation 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 ▸ Automation and Improvement Identify repetitive tasks and look for ways to automate them, including with AI or scripting, while handling client data responsibly ▸ Hours & Location Remote. Full-time, working Adelaide business hours. Reliable internet, power backup and a suitable workspace required.

MUST-HAVE (ESSENTIAL)
Hands-on Microsoft 365 administration experience across Microsoft Entra (Identity) and Exchange Online (end-user M365 experience alone is not sufficient) In-depth knowledge and experience of the Microsoft 365 Admin Center (identity, Exchange and related admin tasks) Hands-on administration of a business or hosted phone system Experience with a PSA/ticketing platform, an RMM and an IT documentation platform Experience writing SOPs, checklists and technical documentation Client-facing experience and a calm, professional phone manner Clear, professional spoken and written English Sound security judgement: verifies identity before sensitive changes and recognises and escalates a compromised account

NICE-TO-HAVE (FAVOURABLE / PREFERRED)
Big bonus: practical experience using AI, scripting or workflow automation to save time. It doesn't have to be a specific language or tool. Strong preference: MSP or service desk experience supporting multiple businesses. Strong preference: Autotask, Datto RMM and IT Glue, and 3CX or Yeastar. Strong preference: networking (UniFi, firewalls, VPN, Wi-Fi). Strong preference: Intune, plus familiarity with Defender and Conditional Access. 2+ years of IT support experience. A relevant IT qualification or certification (for example MS-900, MS-102, MD-102 or CompTIA). SharePoint and Teams administration. Experience supporting Australian or ANZ clients.