Company Description AUP IT is an experienced IT solutions provider with over two decades of expertise supporting organizations of all sizes, including local government bodies, councils, and corporations. The company is known for solving complex business problems by aligning technology with tangible outcomes and long-term value.

AUP IT applies unique business mapping methodologies to identify process bottlenecks and design high-end, holistic IT systems that support growth, innovation, and efficiency. The team focuses on building technology roadmaps that improve productivity, reduce costs, and provide reliable, secure, and easy-to-maintain IT environments. AUP IT takes pride in its collaborative approach, understanding client needs and their customers to deliver measurable, lasting improvements.

Role Description The Level 2 IT Helpdesk role is a full-time position based in Sydney CBD. This role provides advanced technical support to clients, resolving escalated incidents and service requests across networks, systems, and applications.

Daily responsibilities include diagnosing and troubleshooting hardware and software issues, managing user accounts and permissions, and monitoring network performance and security alerts. The role involves collaborating with Level 1 support and senior engineers,



documenting solutions, updating knowledge bases, and contributing to continuous improvement of support processes. Team members are expected to deliver timely, customer-focused service, communicate clearly with both technical and non-technical stakeholders, and uphold best practices in IT operations and security.

Qualifications

- Strong Information Technology fundamentals and experience in Level 2 support environments.
- Strong end user support skills with experience across M365, Intune, Azure AD etc
- Proficiency in Network Administration and basic Network Security practices.
- Advanced Troubleshooting skills for hardware, software, operating systems, and connectivity issues.
- Customer Service skills, including transparent communication, empathy, and stakeholder management.
- Experience with Windows and/or macOS environments, common business applications, and ticketing systems.
- Relevant certifications such as CompTIA A+, Network+, Microsoft, or equivalent experience are beneficial.
- Ability to work both independently and collaboratively in a hybrid setting, managing priorities and time effectively.
- Full working rights in Australia and availability to work standard business hours

📌 Level 2 IT Helpdesk (Southern Sydney)
🏢 AUP IT
📍 Southern Sydney