IT Support Engineer
About the role
The IT Support Engineer (L1.5/L2) will provide technical support in a Microsoft-based environment for approximately 300–350 employees. The role involves handling incidents from triage to resolution or escalation, supporting endpoints, applications, Microsoft 365 services, connectivity, and workplace technology. Key responsibilities include troubleshooting, user support, documentation, and collaboration with support colleagues and senior engineers. The position is with a well-established Australian workforce solutions company operating in a fast-paced, adaptable environment. The company offers a range of benefits including medical insurance, home office and internet allowances, wellness support, and flexible work arrangements.
Must have
- Hands-on experience delivering L1/L2 technical support within a Microsoft Windows environment
- Demonstrated ability to troubleshoot Windows endpoints, business applications, and peripheral devices
- Experience supporting and administering Microsoft 365, including user accounts, licensing, permissions, and access
- Working knowledge of TCP/IP, DNS, DHCP, Wi-Fi, VPN, and general network connectivity troubleshooting
- Experience managing incidents and service requests through an IT ticketing platform
- Proven ability to provide remote technical support to non-technical users and manage issues through resolution or escalation
- Broad troubleshooting capability across internal IT systems and technologies
- Microsoft Intune and endpoint management
- Microsoft Entra ID administration
- Active Directory and Windows Server
- Exchange Online administration
- OneDrive and SharePoint Online administration
- PowerShell for routine administration and troubleshooting
- Hybrid Microsoft identity environments
- Azure fundamentals
- Mobile device and business telephony support
- Relevant Microsoft certifications
- Strong written and verbal communication skills
- Methodical troubleshooting skills with sound escalation judgement
- Strong ownership and consistent follow-through on technical issues
- Ability to prioritise competing incidents and service requests effectively
- Clear technical documentation and proactive communication with users
- Collaborative approach when working with support colleagues and senior engineers
- Ability to manage routine support requests alongside more complex incidents
- Comfortable supporting a broad range of internal IT responsibilities
- Effective collaboration with users and colleagues in a remote environment
- Adaptable and practical approach within a fast-paced environment where priorities may change
- Proactive problem-solving mindset and willingness to investigate unfamiliar technical issues
- Ability to learn quickly and take issues through to resolution or appropriate escalation
Technologies
- Active Directory
- Authentication
- Azure
- DHCP
- DNS
- Microsoft Entra ID
- Intune
- Jira
- Microsoft 365
- OneDrive
- Outlook
- PowerShell
- SharePoint
- TCP/IP
- VPN
- Wi-Fi
- Windows
- Windows Server
Highlights
Compensation is paid in Australian Dollars. Medical insurance is provided from day one for you and your spouse (or parents if unmarried). There are allowances for home office setup, internet, and gym/wellness. Flexible work options are available (home or office). The company reimburses industry certifications and offers mental health support. Regular team events and recognition programs are part of the culture.
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