IT Support Specialist - Level 2

Salary: Salary + Vehicle & on call allowance

Take ownership of your customers and get exposure to different technologies and customer environments. Contribute to improvement and implementation work, and continue building your capability across Microsoft cloud, networking and security.
We're looking for an experienced IT Support Specialist, at strong Level 2 or above ability, to step up and join a well-established managed services team based in Albany.
You'll work across a variety of customer environments, solving technical issues, supporting Microsoft cloud platforms and networks, and helping customers get more from their technology.
This is a great opportunity for someone with MSP or multi-customer IT support experience who enjoys troubleshooting, likes dealing with customers and wants plenty of technical variety.
The role
You'll provide Level 2 support across a broad range of customer environments, including:

• Windows desktops, laptops, applications and mobile devices
• Microsoft 365 - Exchange Online, Teams, OneDrive and SharePoint
• Microsoft Intune, Entra ID and Conditional Access
• Networking - switches, firewalls, wireless, VPNs and VLANs
• SharePoint permissions, document libraries and sync issues
• User onboarding, offboarding and technology changes
• Customer technology reviews and improvement recommendations
• Hardware, software and licence procurement
• RMM, ticketing and customer documentation platforms

You'll also get involved in network implementation and customer improvement work.
You'll bring:

• 3+ years' experience in an MSP, IT service provider or similar multi-customer environment
• Strong customer communication skills
• Good documentation skills and attention to detail
• The ability to prioritise effectively in a busy support environment
• A willingness to take ownership of issues through to resolution

Nice to have: Knowledge of AI productivity tools and an understanding of how AI can be practically applied to support workflows and customer environments.
What will make you successful?
You'll be someone who enjoys solving problems and dealing with people.
Most importantly, you'll have a customer-first attitude and strong ownership mindset, keeping customers informed and following issues through until they're resolved or escalated.
A few practical details
You'll need a full current driver licence and be comfortable travelling to customer sites when required.
The team also shares an after-hours on-call roster, currently rotating weekly between four technicians.
Relevant Microsoft, networking or security certifications would be useful, although practical experience and the right attitude are equally important.
Apply now with your CV.