This is a remote position.

Job Overview As a Senior IT Support Specialist , you will drive seamless IT operations by combining hands-on foundational support—including daily user requests, onboarding/offboarding workflows, asset management, and procurement logistics—with advanced system administration, AI-driven productivity tools, and complex troubleshooting.

You will serve as a senior technical escalation point and act as the primary point of contact (POC) in the absence of the IT Consultant or IT Manager , taking immediate ownership of urgent requests and high-impact incidents.

Job Responsibilities

- Technical Support, Requests & Incident Management
- Provide comprehensive Level 1, Level 2, and Level 3 technical support to internal users via phone, email, chat, or in person.
- Handle day-to-day IT service requests, ticket fulfillment, and troubleshooting for hardware, software, and network connectivity.
- Act as the primary point of contact (POC) during the absence of the IT Consultant or IT Manager, managing urgent requests, high-impact incidents, and critical escalations.
- Coordinate incident response, drive resolution efforts, and communicate updates to stakeholders during operational bottlenecks or system outages.
- Document support activities, solutions, and procedures to continuously improve and maintain the team knowledge base.
- System Administration, AI & Automation
- Administer, configure, and maintain core enterprise environments, including Microsoft ecosystems, Zoho Workplace, Sophos security tools, and similar operational platforms.
- Manage user permissions, system policies, directory services, and security hardening across cloud and on-premise environments.
- Leverage AI tools and automation platforms to streamline repetitive IT support tasks, optimize ticket routing, automate onboarding processes,



and enhance self-service capabilities.
- User Lifecycle & Device Management
- Execute end-to-end user account management, including onboarding, offboarding, password resets, and access control.
- Configure, deploy, and maintain IT devices, including laptops, desktops, mobile devices, and peripherals.
- Support endpoint management activities, including software updates, patch management, and compliance checks.
- Enforce enterprise security policies, including EDR/antivirus deployment, device encryption, and user security awareness.
- Procurement, Logistics & Asset Management
- Oversee the complete procurement and logistics process for IT equipment and peripherals, including vendor coordination, purchasing, and shipping/delivery tracking.
- Maintain an accurate and up-to-date IT asset inventory, tracking assignments, transfers, and decommissions throughout the asset lifecycle.
- Monitor equipment condition and coordinate repairs, warranty claims, and replacements as required.
- Prepare regular reports on asset utilization, procurement status, and inventory updates for management.
- Departmental Contributions
- Contribute to a positive department image by demonstrating professionalism, adaptability, integrity, teamwork, and mutual respect.
- Provide recommendations and proactive suggestions to improve the overall performance and efficiency of the department and company.

Requirements Must-Haves

Experience





- Minimum 4–6 years of experience in IT support, helpdesk operations, or system administration.
- Experience combining foundational Level 1/2 support with advanced troubleshooting and technical escalation.

System Administration

- Hands-on experience managing and administering Microsoft environments, including Microsoft 365 and Azure AD/Entra ID.
- Experience with Zoho Workplace.
- Experience with enterprise security tools such as Sophos or similar EDR/antivirus platforms.

Operational Skills

- Experience managing user onboarding/offboarding workflows.
- Experience with IT asset inventory and lifecycle management.
- Experience handling IT procurement, vendor coordination, and logistics.

Core Competencies

- Strong knowledge of networking and connectivity troubleshooting.
- Robust hardware diagnostics and endpoint management skills.
- Understanding of IT security, compliance, and endpoint protection.

Good-to-Haves

Certifications

- Microsoft Certified: Modern Desktop Administrator Associate
- CompTIA Network+
- CompTIA Security+
- ITIL Foundation

Automation & AI

- Experience developing scripts using PowerShell or Python.
- Experience using workflow automation tools and AI assistants to improve IT processes and productivity.

Vendor & Incident Management

- Experience with vendor management and software licensing.
- Experience handling major incidents and technical escalations.
- Previous experience acting in a senior escalation, team lead, or proxy-management capacity.

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📌 Senior IT Support Specialist (Herston)
🏢 Set Up My Offshore
📍 Herston