Job Description

We are seeking an experienced Level 2 End User Support Consultant to join a collaborative IT support team in Melbourne's CBD.

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Acting as a key escalation point for the Service Desk, you will take ownership of complex technical issues across Microsoft 365, Windows, endpoint management and user access. This is a hands‐on role suited to someone who enjoys problem‐solving, supporting users and improving the overall end‐user technology experience.

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Key responsibilities

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- Own and resolve incidents and service requests escalated by the Level 1 team.
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- Troubleshoot Windows 10/11 performance and system‐level issues.
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- Support Microsoft 365 applications and services, including Outlook, Teams and SharePoint.
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- Resolve endpoint protection, device encryption and patching failures.
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- Support VPN, Wi‐Fi, printing, network connectivity and mobile devices.
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- Administer devices using Microsoft Intune, SCCM or similar endpoint management platforms.
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- Apply device policies, monitor compliance and coordinate software deployments.
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- Perform device rebuilds, reimaging and advanced hardware diagnostics.
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- Manage user accounts and access across Active Directory, Entra ID, Exchange Online and Teams.
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- Support MFA, SSO, password resets, group memberships and shared mailbox permissions.
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- Work with infrastructure, network and application teams to resolve cross‐functional issues.
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- Conduct root cause analysis and recommend solutions to reduce recurring incidents.
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- Support device rollouts, office moves, software upgrades and other EUC projects.
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- Mentor Level 1 team members and share technical knowledge.
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- Maintain accurate ticket notes, support documentation and knowledge‐base articles.
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- Communicate proactively with users and manage assigned tickets through to closure.
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Experience:

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- At least two years' experience in IT support, including one year in a Level 2 or senior support position.
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- Solid troubleshooting experience across Windows, Microsoft 365 and endpoint hardware.
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- Hands‐on experience with Microsoft Intune, SCCM or another endpoint management platform.
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- Sound knowledge of Active Directory and Microsoft Entra ID administration.
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- Experience working with ITSM systems and established service‐desk processes.
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- Strong written and verbal communication skills.
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- A customer‐focused approach with the ability to handle issues professionally and urgently.
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- Strong documentation skills and attention to detail.
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- Ability to take ownership of complex issues and work effectively with other technical teams.
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Why apply?

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- Join a supportive and collaborative EUC team.
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- Work across a modern Microsoft technology environment.
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- Take ownership of challenging technical issues and improvement initiatives.
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- Contribute to technology rollouts and user‐focused projects.
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- Develop your technical skills while mentoring Level 1 support professionals.
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📌 IT Support Specialist (Victoria)
🏢 Umbrella Club
📍 Victoria