The Company Join a market leading organisation operating within an enterprise environment, with an established technology function supporting users across the Australian business.
The organisation has a strong focus on effective IT service management, reliable user support and continuous improvement, and is looking for an experienced IT support professional who combines strong Windows and Microsoft capability with hands on experience working within structured Jira Service Management, ServiceNow, Freshservice or similar ITSM environments.
The Role This is a day rate contract opportunity for an experienced Level 2 IT Support professional who enjoys remaining hands on while taking additional responsibility across the day to day support operation.
Working across Windows 10 and 11, Microsoft 365, Active Directory and Entra ID, you will resolve Level 2 issues while using Jira Service Management or a similar ITSM platform to manage incidents, service requests, ticket allocation, priorities and escalations.
You will act as a senior point of contact within the support team, making this an excellent opportunity for an experienced Level 2 Support Engineer or Senior Desktop Support Engineer looking to take on greater ownership without moving away from hands on technical support.
Responsibilities * Provide hands on Level 2 technical support across Windows 10 and 11, Microsoft 365, Outlook, Teams, OneDrive and SharePoint * Work extensively within Jira Service Management or a similar ITSM platform to manage incidents, service requests, ticket queues and escalations * Coordinate incoming support tickets and prioritise work based on business impact, urgency and team capacity * Monitor ticket queues,



resolution targets and service levels while helping maintain a consistent quality of support * Support Active Directory and Entra ID across user provisioning, access management and account administration * Act as a senior technical escalation point for the wider support team and assist with complex Level 2 issues * Assist with incident coordination, recurring issue identification and root cause analysis * Support desktop and laptop environments, device deployment and endpoint management * Work closely with infrastructure, cybersecurity, business applications teams and external vendors to coordinate technical resolutions * Maintain accurate Jira Service Management or ITSM records, knowledge articles, support procedures and technical documentation * Identify opportunities to improve ticket management, support processes and the overall user experience Candidate Experience * Robust Level 2 IT Support, Desktop Support, Service Desk or End User Computing experience within a structured corporate or enterprise support environment * Demonstrated experience working extensively with Jira Service Management, Jira, ServiceNow, Freshservice or a comparable ITSM platform, including incident management, service requests, ticket prioritisation, escalations and queue management * Strong technical capability across Windows 10 and 11, Microsoft 365, Active Directory and Entra ID, with Intune and Autopilot exposure highly regarded alongside experience acting as a senior technical escalation point or informally supporting other team members Please note, we can only contact successfully shortlisted candidates.
This process typically takes 3 to 5 business days.

📌 Senior It Support Engineer (Melbourne)
🏢 Mars Recruitment
📍 Melbourne