Delivering Level 1 and Level 2 technical support remotely and onsite

Troubleshooting Microsoft 365, Windows 11, Exchange Online, Intune and endpoint device issues

Managing incidents and service requests through to resolution within agreed SLAs

Supporting device lifecycle activities including provisioning, deployment, upgrades and asset management

Assisting with technology rollouts, customer projects and major incident support

Developing and maintaining knowledge articles and support documentation

Identifying opportunities for process improvement, automation and self-service solutions

Building trusted relationships with end users and stakeholders through exceptional customer service Requirements - Experience providing Level 1 and Level 2 IT support within a corporate or Managed Services environment - Strong knowledge of Microsoft 365 administration and end-user support - Experience with Microsoft Intune endpoint management, device enrolment and policy administration - Windows 11 deployment, configuration, troubleshooting and support experience - Understanding of Microsoft Entra ID (Azure Active Directory) and identity management principles - Experience supporting desktop, laptop, mobile and peripheral devices - Familiarity with ServiceNow or similar IT service management platforms - Knowledge of endpoint security, compliance and device management best practices - Solid communication,



customer service and stakeholder engagement skills - Understanding of networking fundamentals and connectivity troubleshooting - ITIL Foundation, Microsoft certifications or Managed Services experience will be highly regarded - Ability to obtain and maintain an Australian Government NV1 Security Clearance is advantageous Core Competencies Demonstrates expertise in delivering Level 1 and Level 2 IT support, with strong knowledge of Microsoft 365 administration, Windows 11 troubleshooting, and endpoint management. Capable of managing incidents, supporting device lifecycle activities, and fostering exceptional customer relationships. Highest-signal resume keywords - Microsoft 365 Administration - Windows 11 Support - Microsoft Intune Management - ServiceNow Familiarity - ITIL Foundation Certification ATS Optimization Keywords Hard Skills - Level 1 Technical Support - Level 2 Technical Support - Incident Management - Device Lifecycle Management - Endpoint Security Knowledge - Networking Fundamentals - Troubleshooting - Policy Administration - Configuration Management - Asset Management Soft Skills - Customer Service - Communication Skills - Stakeholder Engagement - Process Improvement - Relationship Building Certifications &

Qualifications - ITIL Foundation - Microsoft Certifications - Australian Government NV1 Security Clearance Industry Keywords - Managed Services - Corporate IT Support - Endpoint Device Management - Technology Rollouts - Compliance Best Practices Tools & Technologies - Microsoft 365 - Microsoft Intune - Exchange Online - ServiceNow - Azure Active Directory

📌 End User Services Engineer, Intune MDM (City of Sydney)
🏢 Jobtailor
📍 City of Sydney