Delivering Level 1 and Level 2 technical support remotely and onsite
Troubleshooting Microsoft 365, Windows 11, Exchange Online, Intune and endpoint device issues
Managing incidents and service requests through to resolution within agreed SLAs
Supporting device lifecycle activities including provisioning, deployment, upgrades and asset management
Assisting with technology rollouts, customer projects and major incident support
Developing and maintaining knowledge articles and support documentation
Identifying opportunities for process improvement, automation and self-service solutions
Building trusted relationships with end users and stakeholders through exceptional customer service

Requirements

- Experience providing Level 1 and Level 2 IT support within a corporate or Managed Services environment
- Robust knowledge of Microsoft 365 administration and end-user support
- Experience with Microsoft Intune endpoint management, device enrolment and policy administration
- Windows 11 deployment, configuration, troubleshooting and support experience
- Understanding of Microsoft Entra ID (Azure Active Directory) and identity management principles
- Experience supporting desktop, laptop, mobile and peripheral devices
- Familiarity with ServiceNow or similar IT service management platforms
- Knowledge of endpoint security, compliance and device management best practices
- Strong communication, customer service and stakeholder engagement skills
- Understanding of networking fundamentals and connectivity troubleshooting
- ITIL Foundation,



Microsoft certifications or Managed Services experience will be highly regarded
- Ability to obtain and maintain an Australian Government NV1 Security Clearance is advantageous

Core Competencies

Demonstrates expertise in delivering Level 1 and Level 2 IT support, with strong knowledge of Microsoft 365 administration, Windows 11 troubleshooting, and endpoint management. Capable of managing incidents, supporting device lifecycle activities, and fostering exceptional customer relationships.

Highest-signal resume keywords

- Microsoft 365 Administration
- Windows 11 Support
- Microsoft Intune Management
- ServiceNow Familiarity
- ITIL Foundation Certification

ATS Optimization Keywords

Hard Skills

- Level 1 Technical Support
- Level 2 Technical Support
- Incident Management
- Device Lifecycle Management
- Endpoint Security Knowledge
- Networking Fundamentals
- Troubleshooting
- Policy Administration
- Configuration Management
- Asset Management

Soft Skills

- Customer Service
- Communication Skills
- Stakeholder Engagement
- Process Improvement
- Relationship Building

Certifications & Qualifications

- ITIL Foundation
- Microsoft Certifications
- Australian Government NV1 Security Clearance

Industry Keywords

- Managed Services
- Corporate IT Support
- Endpoint Device Management
- Technology Rollouts
- Compliance Best Practices

Tools & Technologies

- Microsoft 365
- Microsoft Intune
- Exchange Online
- ServiceNow
- Azure Active Directory

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📌 End User Services Engineer, Intune MDM (City of Sydney)
🏢 Jobtailor
📍 City of Sydney