About the role The IT Support Officer – Level 2 is responsible for providing advanced technical support and operational ownership of Corporate IT services. The role resolves complex incidents and service requests escalated from Level 1 Support while ensuring reliable, secure and efficient operation of workplace technology.

Working closely with Infrastructure, Cloud, Identity, Security and Enterprise Application teams, this role proactively improves the end-user experience through automation, problem management, knowledge sharing and continual service improvement.

Business Unit / Department: Technology & Security

Reporting To (Title): IT Service Team Lead

Employment Type: 12 months Fixed term contract

Work Pattern: Full-time, 38 hours per week

Key responsibilities

This position description outlines the primary responsibilities of the role but is not exhaustive. Responsibilities may change in line with business priorities.

- Provide advanced Level 2 support for complex incidents and service requests escalated from Level 1 Support.

- Act as the technical escalation point for Level 1 engineers, providing mentoring, coaching and technical guidance.

- Investigate and resolve complex issues across Microsoft 365, Microsoft Entra ID, Active Directory, Intune, Windows, macOS, collaboration platforms and enterprise applications.

- Administer endpoint management platforms, device provisioning, software deployment and lifecycle management.

- Support identity and access management activities, including user provisioning, Conditional Access, Multi-Factor Authentication and access troubleshooting.

- Manage escalated incidents through to resolution while providing regular communication to customers and stakeholders.

- Perform root cause analysis and implement permanent corrective actions to reduce recurring incidents.

- Develop automation and scripting solutions, including PowerShell, to improve operational efficiency and reduce manual effort.

- Contribute to change implementation, platform upgrades and technology refresh activities.

- Liaise with Infrastructure, Cloud, Network,



Security and third-party vendors to resolve complex technical issues.

- Develop and maintain technical documentation, standard operating procedures and knowledge base articles.

- Monitor platform health and proactively identify opportunities to improve reliability, performance and user experience.

- Ensure all work complies with security standards, operational procedures and governance requirements.

- Participate in Major Incident response and after-hours support when required.

Key deliverables / Outcomes

- Describe measurable outputs or results expected from the role.

- Resolution of Level 2 incidents and requests within agreed service levels.

- High levels of customer satisfaction and service quality.

- Reduction in recurring incidents through effective problem management.

- Accurate and comprehensive technical documentation and knowledge articles.

- Increased automation and operational efficiency across Corporate IT services.

- Secure, stable and compliant operation of Corporate IT platforms.

- Continuous improvement of support processes and end-user experience.

Key relationships

Internal

- IT Service Team Lead

- Level 1 Support Officers

- Cyber Security

- Network Services

- Enterprise Applications

External

- Technology vendors and suppliers

- Managed Service Providers

- Hardware manufacturers

- Telecommunications providers (where required)

Skills, Experience and Qualifications

Essential

- 3-5 years’ experience supporting enterprise IT environments.

- Demonstrated experience administering Microsoft 365, Microsoft Entra ID and Active Directory.

- Experience supporting Microsoft Intune, Windows Autopilot and enterprise endpoint management.

- Strong troubleshooting skills across Windows, macOS, Microsoft 365,



networking fundamentals and identity services.

- Experience with Microsoft Teams, Exchange Online, SharePoint Online and OneDrive.

- Strong understanding of endpoint security, device compliance and enterprise security practices.

- Experience using Jira Service Management or another enterprise ITSM platform.

- Experience performing structured root cause analysis and problem management.

- Experience with PowerShell scripting or automation.

- Excellent communication and customer service skills.

- Ability to manage multiple competing priorities while maintaining a high standard of service.

Desirable

- Experience with Okta.

- Experience with Jamf Pro.

- Experience with Microsoft Defender for Endpoint.

- Experience supporting Zero Trust or Cloudflare Access environments.

- ITIL Foundation certification.

- Microsoft Modern Workplace certifications.

- Diploma or Degree in Information Technology, Computer Science or a related discipline, or equivalent industry experience.

Attributes

- Customer Focus – Delivers an outstanding customer experience through professional, responsive and outcome-focused support.

- Ownership – Takes accountability for issues through to resolution and follows through on commitments.

- Continuous Improvement – Identifies opportunities to simplify, automate and improve services.

- Collaboration – Works effectively across Technology teams and shares knowledge openly.

- Technical Curiosity – Continuously develops technical capability and embraces recent technologies.

- Problem Solving – Uses analytical thinking to diagnose issues and implement long-term solutions.

- Adaptability – Responds effectively to changing priorities and business needs.

- Integrity – Demonstrates professionalism, discretion and alignment company Values and Code of Conduct.

- Safety First – Supports and promotes a safe workplace while complying with all WHS obligations. Degree in Information Technology, Computer Science or a related discipline, or equivalent industry experience.

📌 IT Support Officer – Level 2 (Melbourne)
🏢 Tech Mahindra
📍 Melbourne