Job Description

The IT Support Officer – Level 2 is responsible for providing advanced technical support and operational ownership of Corporate IT services. The role resolves complex incidents and service requests escalated from Level 1 Support while ensuring reliable, secure and efficient operation of workplace technology.

n

Working closely with Infrastructure, Cloud, Identity, Security and Enterprise Application teams, this role proactively improves the end-user experience through automation, problem management, knowledge sharing and continual service improvement.

n

Business Unit / Department: Technology & Security

n

Employment Type: 12 months Fixed term contract

n

Work Pattern: Full-time, 38 hours per week

n

Key responsibilities

n

This position description outlines the primary responsibilities of the role but is not exhaustive. Responsibilities may change in line with business priorities.

n

Provide advanced Level 2 support for complex incidents and service requests escalated from Level 1 Support.

n

Act as the technical escalation point for Level 1 engineers, providing mentoring, coaching and technical guidance.

n

Investigate and resolve complex issues across Microsoft 365, Microsoft Entra ID, Active Directory, Intune, Windows, macOS, collaboration platforms and enterprise applications.

n

Administer endpoint management platforms, device provisioning, software deployment and lifecycle management.

n

Support identity and access management activities, including user provisioning, Conditional Access, Multi-Factor Authentication and access troubleshooting.

n

Manage escalated incidents through to resolution while providing regular communication to customers and stakeholders.

n

Perform root cause analysis and implement permanent corrective actions to reduce recurring incidents.

n

Develop automation and scripting solutions, including PowerShell, to improve operational efficiency and reduce manual effort.

n

Contribute to change implementation, platform upgrades and technology refresh activities.

n

Liaise with Infrastructure, Cloud, Network,



Security and third-party vendors to resolve complex technical issues.

n

Develop and maintain technical documentation, standard operating procedures and knowledge base articles.

n

Monitor platform health and proactively identify opportunities to improve reliability, performance and user experience.

n

Ensure all work complies with security standards, operational procedures and governance requirements.

n

Participate in Major Incident response and after-hours support when required.

n

Describe measurable outputs or results expected from the role.

n

Resolution of Level 2 incidents and requests within agreed service levels.

n

High levels of customer satisfaction and service quality.

n

Reduction in recurring incidents through effective problem management.

n

Accurate and comprehensive technical documentation and knowledge articles.

n

Increased automation and operational efficiency across Corporate IT services.

n

Secure, stable and compliant operation of Corporate IT platforms.

n

Continuous improvement of support processes and end-user experience.

n

Key relationships

n

Internal

n

Level 1 Support Officers

n

Cyber Security

n

Network Services

n

Enterprise Applications

n

External

n

Technology vendors and suppliers

n

Managed Service Providers

n

Hardware manufacturers

n

Telecommunications providers (where required)

n

Skills, Experience and Qualifications

n

3-5 years' experience supporting enterprise IT environments.

n

Demonstrated experience administering Microsoft 365, Microsoft Entra ID and Active Directory.

n

Experience supporting Microsoft Intune, Windows Autopilot and enterprise endpoint management.

n

Strong troubleshooting skills across Windows, macOS, Microsoft 365,



networking fundamentals and identity services.

n

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

n

Strong understanding of endpoint security, device compliance and enterprise security practices.

n

Experience using Jira Service Management or another enterprise ITSM platform.

n

Experience performing structured root cause analysis and problem management.

n

Experience with PowerShell scripting or automation.

n

Excellent communication and customer service skills.

n

Ability to manage multiple competing priorities while maintaining a high standard of service.

n

Experience with Okta.

n

Experience with Jamf Pro.

n

Experience with Microsoft Defender for Endpoint.

n

Experience supporting Zero Trust or Cloudflare Access environments.

n

Microsoft Modern Workplace certifications.

n

Diploma or Degree in Information Technology, Computer Science or a related discipline, or equivalent industry experience.

n

Attributes

n

Customer Focus – Delivers an outstanding customer experience through skilled, responsive and outcome-focused support.

n

Ownership – Takes accountability for issues through to resolution and follows through on commitments.

n

Continuous Improvement – Identifies opportunities to simplify, automate and improve services.

n

Collaboration – Works effectively across Technology teams and shares knowledge openly.

n

Technical Curiosity – Continuously develops technical capability and embraces new technologies.

n

Problem Solving – Uses analytical thinking to diagnose issues and implement long-term solutions.

n

Adaptability – Responds effectively to changing priorities and business needs.

n

Integrity – Demonstrates professionalism, discretion and alignment company Values and Code of Conduct.

n

Safety First – Supports and promotes a safe workplace while complying with all WHS obligations. Degree in Information Technology, Computer Science or a related discipline, or equivalent industry experience.

#J-18808-Ljbffr

📌 IT Support Officer - Level 2 (Victoria)
🏢 Tech Mahindra
📍 Victoria