Level 2 IT Support Consultant

Location:
Melbourne CBD Employment Type: Full-time, permanent We are seeking an experienced Level 2 End User Support Consultant to join a collaborative IT support team in Melbourne’s CBD. 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.

Key responsibilities
• Own and resolve incidents and service requests escalated by the Level 1 team.
• Troubleshoot Windows 10/11 performance and system-level issues.
• Support Microsoft 365 applications and services, including Outlook, Teams and SharePoint.
• Resolve endpoint protection, device encryption and patching failures.
• Support VPN, Wi-Fi, printing, network connectivity and mobile devices.
• Administer devices using Microsoft Intune, SCCM or similar endpoint management platforms.
• Apply device policies, monitor compliance and coordinate software deployments.
• Perform device rebuilds, reimaging and advanced hardware diagnostics.
• Manage user accounts and access across Active Directory, Entra ID, Exchange Online and Teams.
• Support MFA, SSO, password resets, group memberships and shared mailbox permissions.
• Work with infrastructure, network and application teams to resolve cross-functional issues.
• Conduct root cause analysis and recommend solutions to reduce recurring incidents.
• Support device rollouts, office moves,



software upgrades and other EUC projects.
• Mentor Level 1 team members and share technical knowledge.
• Maintain accurate ticket notes, support documentation and knowledge-base articles.
• Communicate proactively with users and manage assigned tickets through to closure.

Experience:
• At least two years’ experience in IT support, including one year in a Level 2 or senior support position.
• Solid troubleshooting experience across Windows, Microsoft 365 and endpoint hardware.
• Hands-on experience with Microsoft Intune, SCCM or another endpoint management platform.
• Sound knowledge of Active Directory and Microsoft Entra ID administration.
• Experience working with ITSM systems and established service-desk processes.
• Strong written and verbal communication skills.
• A customer-focused approach with the ability to handle issues professionally and urgently.
• Strong documentation skills and attention to detail.
• Ability to take ownership of complex issues and work effectively with other technical teams. Why apply?
• Join a supportive and collaborative EUC team.
• Work across a modern Microsoft technology environment.
• Take ownership of challenging technical issues and improvement initiatives.
• Contribute to technology rollouts and user-focused projects.
• Develop your technical skills while mentoring Level 1 support professionals. If you are an experienced Level 2 support professional who enjoys solving complex problems and delivering an excellent customer experience, we would like to hear from you.

📌 IT Support Specialist (Melbourne)
🏢 Umbrella Club
📍 Melbourne