Permaconn is the ANZ market leader in electronic security alarm signalling and the security IoT market. The business provides a secure, highly resilient communications network as a service that manages communications between any professionally installed alarm system (residential, commercial, government) and any Monitoring Centre (~100 across ANZ). Permaconn’s technology works over IP networks and all digital mobile networks (2G, 3G, 4G, and the latest dedicated IoT networks) across multiple network operators.

Headquartered in Sydney and operating since 1999, Permaconn is the #1 market leader in cellular‑grade wireless alarm signalling with ~70% market share. This position is underpinned by a 20‑year history of technology leadership and product innovation, combined with customer‑centric design and execution that delivers high reliability (99.99% network uptime), plug‑and‑play ease of use, and superior customer service and support (recent NPS of 71). The company has over 300,000 cellular edge devices using half a million SIMs. All development and engineering work across hardware, firmware, networks, software, and end‑user platforms is done in-house in Sydney.

Role Purpose

Provide front‑line and hands‑on IT support across the business — keeping staff productive, systems secure, and endpoints healthy. Working within the IT team and reporting to the IT Manager, you’ll be the go‑to person for day‑to‑day IT issues while taking ownership of account provisioning, device management, asset tracking, and everyday SaaS administration. It’s a broad, practical role in an engineering‑led company with a strong Microsoft 365, Azure, and Intune workplace.

Support & Service Details

- Respond to, resolve, and provide technical assistance for all IT support requests from staff — covering computer systems, software, and hardware, across Windows and mac
- Log, track, and resolve issues in Jira Service Management (JSM); keep records accurate and up to da
- Escalate complex issues to the IT Manager and follow through to resoluti
- Educate and train staff on IT and software usage; contribute to self‑service guides and documentation (e.g. onboarding doc

Identity, Accounts & Access

Access provisioning is the largest single area of day‑to‑day IT work, so this is a core part of the r





- Set up and configure new user accounts and workstations; provision, modify, and remove access across IT syst
- Manage user access and single sign‑on via Azure Active Directory (Azure AD / Entra ID) — email, network credentials, and application acc
- ess. Provision access and SSO for developer and business tooling, including GitLab, SharePoint, and internal applicati
- ons. Manage shared‑mailbox delegation and ex‑employee mail handling as part of account lifecy
- ment. Manage endpoint devices through Microsoft Intune — enrolment, compliance, configuration profiles, and application deployment across Windows and m
- acOS. Install, modify, repair, and maintain computer hardware and software, including security patc
- hing. Apply and support endpoint security controls under the IT Manager’s direction — BitLocker key management, MFA, Attack Surface Reduction (ASR) rules, Conditional Access, and Microsoft Defe
- nder. Support peripherals, AV and meeting‑room equipment, telephony (Zoom Phone), and digital sig

Onboarding, Offboarding & Automation

- Run the day‑to‑day onboarding and offboarding process — account creation, workstation and device setup, access provisioning, device enrolment, and timely closure of unused or old acc
- Use and build scripts (PowerShell, Microsoft Graph) to automate repetitive tasks — particularly onboarding/offboarding and account lifecycle. (Willingness to grow these skills is welcomed if not yet st
- rong.) Look for practical ways to improve efficiency and reduce manual effort in everyday IT

Systems, Networks &

- Cloud Help keep the network running smoothly — LAN/WAN, switches, firewalls, routing, and remote access/VPN (including Tailscale) — and work with vendors to resolve
- faults. Assist in monitoring and maintaining servers, storage, and networks; flag capacity issues and bottlenecks to the IT M
- anager.



Assist with physical server maintenance — replacing failed parts, checking disk health, and decommissioning retired ha
- rdware. Support cloud services across Microsoft Azure and Amazon Web Services (AWS).
- Help ensure company information is organised, accessible, and backed up; assist with backup restore t

SaaS, Licensing &

- Assets Administer and support everyday SaaS applications — e.g. Microsoft 365, SugarCRM, MYOB, PowerBI, Zoom Phone, Copilot, Culture Amp, and the company password manager (e.g. Keeper).
- Assist with software licence management — assignment, renewals, and reclaiming unused l
- icences. Keep the IT asset register up to date; support procurement, hardware lifecycle tracking, and vendor coord

Required Skills & Experience

- Experience 2–5 years in an IT support / help desk / desktop support role (strong junior candidates con
- sidered).Windows and macOS — solid hands‑on troubleshooting across hardware and
- software. Microsoft 365 & Azure AD / Entra ID — working knowledge of administration and user/access management (Exchange, Teams, SharePoint).
- Microsoft Intune — hands‑on endpoint management, or strong willingness to learn.
- Exposure to Microsoft Azure and AWS cloud services (or eagerness to develop it).
- Understanding of networking fundamentals — LAN/WAN, switches, firewalls, DNS, DHCP, VPN/remot
- e access. Scripting — some PowerShell / Microsoft Graph, or genuine interest in learning to automate.
- Experience with a ticketing system (Jira Service Management preferred) and good documentatio
- n habits. Awareness of IT security practices — patching, access control, MFA, endpoint pro
- tection. Familiarity with backup/restore processes and basic server hardware mai
- ntenance. Strong customer‑service mindset and clear communication; able to explain technical concepts to non‑technic
- al staff. Self‑motivated, organised, and able to prioritise across competing

Desirable Certifications & Experience

- Desirable Certifications — CompTIA A+/Network+/Security+, Microsoft 365 / Azure / Intune, AWS, ITIL foundation.
- Experience supporting an engineering‑led organisation (GitLab, developer
- tooling).Tertiary qualification in IT or a rela

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📌 Information Technology Support Engineer (Ryde City Council)
🏢 Permaconn
📍 Ryde City Council