Level 2 IT Support Analyst

We are partnering with a leading Australian organisation seeking an experienced Level 2/3 IT Support Analyst to join its internal technology team.

This position will act as a key point of contact for end user support as the organisation transitions to a new IT operating model and brings greater technical responsibility in house. You will take ownership of incidents from initial diagnosis through to resolution, working independently to resolve the majority of issues before escalation.

Key responsibilities

- Provide Level 2/3 technical support across Microsoft 365, including Outlook, Teams, OneDrive and SharePoint
- Manage users, groups, shared mailboxes and licensing within Microsoft Entra ID
- Troubleshoot MFA and Conditional Access issues
- Support mobile devices through Microsoft Intune, JAMF and related platforms
- Manage Windows Autopilot deployments and troubleshoot provisioning issues
- Coordinate end to end onboarding, offboarding and access removal
- Complete laptop builds, rebuilds and ongoing device lifecycle management
- Troubleshoot VPN, Wi-Fi, DNS, DHCP and printing issues
- Use Cisco Meraki to investigate and resolve network connectivity problems
- Support CrowdStrike and endpoint security incidents, including phishing investigations




- Take ownership of ITSM tickets, queue management and incident prioritisation
- Maintain asset registers and accurately track devices
- Conduct root cause analysis for recurring technical issues
- Create and maintain technical documentation, SOPs and knowledge base articles

About you

- Four to five years of experience within IT support
- At least two to three years of experience in a Level 2 support position
- Strong experience across Microsoft 365, Entra ID, Intune and Windows environments
- Experience with Autopilot, JAMF, CrowdStrike and Cisco Meraki would be highly regarded
- Strong troubleshooting skills across devices, applications, identity and networking
- Ability to independently resolve 80 to 90 per cent of end user issues before escalation
- Strong incident ownership and the ability to prioritise competing requests
- Clear communication skills and a customer focused approach
- Comfortable operating within a changing IT environment and taking on increased responsibility

This is an excellent prospect to join an organisation undergoing an important technology transition and play a central role in shaping its internal support capability.

📌 Level 2/3 Support (Sydney)
🏢 The Network Technology Recruitment
📍 Sydney