This role is ideal for a technically robust IT professional with a passion for customer service, troubleshooting complex technical issues, and driving continuous improvement. You will serve as a key escalation point for Level 1 Support while supporting critical workplace technologies across Microsoft 365, Entra ID, Intune, Windows, macOS, and enterprise applications.

Working closely with Infrastructure, Security, Cloud, and Application teams, you will play a vital role in delivering reliable, secure, and user-focused IT services.

Key Responsibilities

Provide advanced Level 2 support for complex incidents and service requests.

Act as an escalation point and mentor for Level 1 Support Engineers.

Support and administer Microsoft 365, Entra ID, Active Directory, Intune, Windows, and macOS environments.

Manage device provisioning, endpoint management, software deployment, and lifecycle management.

Support Identity and Access Management activities, including MFA, Conditional Access, and user provisioning.

Troubleshoot and resolve issues across Microsoft Teams, Exchange Online, SharePoint Online, and OneDrive.

Conduct root cause analysis and implement long-term solutions to recurring incidents.

Develop automation and efficiencies through PowerShell scripting.

Collaborate with Infrastructure, Security, Network,



and Application teams on escalated issues and projects.

Create and maintain technical documentation, knowledge articles, and support procedures.

Participate in system upgrades, technology refresh initiatives, and continuous improvement projects.

About You

Essential Skills & Experience

5+ years' experience supporting enterprise IT environments.

Strong hands-on experience with Microsoft 365, Entra ID, and Active Directory.

Experience administering Microsoft Intune and Windows Autopilot.

Strong troubleshooting skills across Windows and macOS environments.

Experience supporting Exchange Online, Microsoft Teams, SharePoint Online, and OneDrive.

Experience with PowerShell scripting and automation.

Experience working with ITSM platforms such as Jira Service Management or ServiceNow.

Excellent problem-solving, communication, and customer service skills.

Ability to manage competing priorities in a fast-paced environment.

Desirable

Okta

Jamf Pro

Microsoft Defender for Endpoint

Cloudflare Access or Zero Trust environments

ITIL Foundation Certification

Microsoft Modern Workplace Certifications

Degree in Information Technology, Computer Science, or equivalent industry experience

📌 Information Technology Support Officer (Melbourne)
🏢 Allyis
📍 Melbourne