IT Support Analyst (Level 1 - Level 2)

ABOUT THE COMPANY

Our client is an Adelaide-based managed service provider (MSP) delivering day-to-day IT support to a range of client environments. They are looking for a capable, client-focused IT Support team member for whom ticket resolution is the core of the role: working helpdesk tickets by phone, email and portal, from routine requests to technically complex issues, resolved end to end with minimal escalation. They also need someone who brings real Microsoft 365 administration skills and hands-on phone system administration to the team.

ABOUT THE ROLE

• This is a hands-on support role covering day-to-day work across a range of client environments. Ticket resolution is the core of the role: working helpdesk tickets by phone, email and portal, from routine requests to technically complex issues, resolved end to end with minimal escalation. The work includes remoting into client devices to troubleshoot and resolve issues, and keeping clear, accurate documentation.

• A key part of the role is assisting with Microsoft 365 administration and general MSP support work. The client needs someone with genuine admin-level Microsoft 365 experience in Entra and Exchange Online, not end-user experience.

• Hands-on phone system administration is required.

• The person will write and maintain SOPs, checklists and documentation.

PRIMARY PURPOSE

To provide prompt, accurate and professional IT support to the client's customers, resolve helpdesk tickets and remote support requests, handle Microsoft 365 administration tasks securely and correctly, and keep documentation clear and up to date so the whole team can work efficiently.

▸ Helpdesk & Client Support

• Answer phones and respond to support requests from clients in a professional, friendly way

• Work through helpdesk tickets, prioritising sensibly, updating tickets as work progresses and escalating when needed

• Communicate clearly with non-technical users, setting expectations and following through

▸ Remote & Technical Troubleshooting

• Remote into client devices to troubleshoot and resolve issues

• Resolve day-to-day issues across a range of client environments, including user accounts, email, devices and connectivity

▸ Microsoft 365 Administration

• Assist with Microsoft 365 administration through the Microsoft 365 Admin Center, including users, licences, mailboxes and access

• Carry out day-to-day admin tasks: users, licences, MFA, mailboxes, shared mailboxes, groups and message trace

• Support M365 across multiple users and businesses, with exposure to Intune, SharePoint and Teams administration

▸ Phone Systems

• Administer and support client phone systems (extensions, ring groups, call flows, IVRs, SIP trunks, handset provisioning) and troubleshoot call routing and quality

▸ Security Response

• Act on alerts from the client's monitoring tools, such as suspicious sign-ins or compromised accounts.

• Contain the issue (revoke sessions, reset credentials, review MFA methods), check for persistence (mailbox rules, forwarding, unrecognised app consents), then escalate and document, not just fix the symptom.

• Verify the requester's identity before sensitive changes such as password or MFA resets.

▸ MSP Support & Tools

• Assist with general MSP support work for the client's customers

• Use the client's ticketing, remote monitoring and documentation tools. Experience with a PSA/ticketing platform, an RMM and a documentation platform is required (Autotask, Datto RMM and IT Glue are preferred, but equivalent platforms are accepted)

• Provide support for networking (UniFi configuration and maintenance) as skills allow, with team guidance

▸ Documentation

• Maintain clear and accurate documentation, including ticket notes and client environment records

• Follow the team's ticketing and documentation standards consistently

• Write and maintain SOPs, checklists and how-to guides

▸ Automation and Improvement

• Identify repetitive tasks and look for ways to automate them, including with AI or scripting, while handling client data responsibly

▸ Hours & Location

• Remote. Full-time, working Adelaide business hours. Reliable internet, power backup and a suitable workspace required.

• Hands-on Microsoft 365 administration experience across Microsoft Entra (Identity) and Exchange Online (end-user M365 experience alone is not sufficient)

• In-depth knowledge and experience of the Microsoft 365 Admin Center (identity, Exchange and related admin tasks)

• Hands-on administration of a business or hosted phone system

• Experience with a PSA/ticketing platform, an RMM and an IT documentation platform

• Experience writing SOPs, checklists and technical documentation

• Client-facing experience and a calm, professional phone manner

• Clear, professional spoken and written English

• Sound security judgement: verifies identity before sensitive changes and recognises and escalates a compromised account

• Big bonus: practical experience using AI, scripting or workflow automation to save time. It doesn't have to be a specific language or tool.

• Strong preference: MSP or service desk experience supporting multiple businesses.

• Strong preference: Autotask, Datto RMM and IT Glue, and 3CX or Yeastar.

• Strong preference: networking (UniFi, firewalls, VPN, Wi-Fi).

• Strong preference: Intune, plus familiarity with Defender and Conditional Access.

• 2+ years of IT support experience.

• A relevant IT qualification or certification (for example MS-900, MS-102, MD-102 or CompTIA).

• SharePoint and Teams administration.

• Experience supporting Australian or ANZ clients.

HOW TO APPLY

Please submit a CV along with a short cover note outlining your M365 administration experience (Entra and Exchange Online), phone system experience, the PSA, RMM and documentation platforms you have used, helpdesk or MSP experience, and your availability for full-time work during Adelaide business hours. If you have used AI or automation to save time in your work, include a brief example. Shortlisted candidates will be contacted to progress to the next stage of the process.