This role is ideal for a technically strong 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 quick-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