Level 2 End User Support Consultant

Location: Melbourne CBD

Employment Type: Full-time, permanent

We are seeking an experienced Level 2 End User Support Consultant to join a collaborative IT support team in Melbourne's CBD.

Acting as a key escalation point for the Service Desk, you will take ownership of complex technical issues across Microsoft 365, Windows, endpoint management and user access. This is a hands-on role suited to someone who enjoys problem-solving, supporting users and improving the overall end-user technology experience.

Key responsibilities

- Own and resolve incidents and service requests escalated by the Level 1 team.
- Troubleshoot Windows 10/11 performance and system-level issues.
- Support Microsoft 365 applications and services, including Outlook, Teams and SharePoint.
- Resolve endpoint protection, device encryption and patching failures.
- Support VPN, Wi-Fi, printing, network connectivity and mobile devices.
- Administer devices using Microsoft Intune, SCCM or similar endpoint management platforms.
- Apply device policies, monitor compliance and coordinate software deployments.
- Perform device rebuilds, reimaging and advanced hardware diagnostics.
- Manage user accounts and access across Active Directory, Entra ID, Exchange Online and Teams.
- Support MFA, SSO, password resets, group memberships and shared mailbox permissions.
- Work with infrastructure, network and application teams to resolve cross-functional issues.
- Conduct root cause analysis and recommend solutions to reduce recurring incidents.
- Support device rollouts, office moves,



software upgrades and other EUC projects.
- Mentor Level 1 team members and share technical knowledge.
- Maintain accurate ticket notes, support documentation and knowledge-base articles.
- Communicate proactively with users and manage assigned tickets through to closure.

Experience:

- At least two years' experience in IT support, including one year in a Level 2 or senior support position.
- Strong troubleshooting experience across Windows, Microsoft 365 and endpoint hardware.
- Hands-on experience with Microsoft Intune, SCCM or another endpoint management platform.
- Sound knowledge of Active Directory and Microsoft Entra ID administration.
- Experience working with ITSM systems and established service-desk processes.
- Strong written and verbal communication skills.
- A customer-focused approach with the ability to handle issues professionally and urgently.
- Strong documentation skills and attention to detail.
- Ability to take ownership of complex issues and work effectively with other technical teams.

Why apply?

- Join a supportive and collaborative EUC team.
- Work across a modern Microsoft technology environment.
- Take ownership of challenging technical issues and improvement initiatives.
- Contribute to technology rollouts and user-focused projects.
- Develop your technical skills while mentoring Level 1 support professionals.

If you are an experienced Level 2 support qualified who enjoys solving complex problems and delivering an excellent customer experience, we would like to hear from you.

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📌 End User Support Specialist (Melbourne)
🏢 Umbrella Club
📍 Melbourne