Senior IT Support Specialist
Posted Updated
Summary
Senior Level 2 IT support role at a not-for-profit education provider in Melbourne's inner east: resolving escalated incidents in a cloud-based Microsoft 365 environment, managing Windows/macOS endpoints, mentoring junior support staff, and assisting a senior engineer with security, backups and project work. Onsite 5 days a week.
We’re exclusively partnering with a well-established not-for-profit education provider that has grown significantly over recent years.
This role sits between the service desk and the more senior engineering work. You’ll be the go-to escalation point for complex support issues and the first port of call for the junior members of the support team.
Most of your time will be spent resolving escalated incidents across a cloud-based Microsoft environment, with scope to support a senior engineer on more complex issues and project work. Reporting to the IT Manager, you’ll be based onsite in Melbourne’s inner east.
This is a role for someone who is a strong, experienced Level 2, enjoys being the person others turn to, and wants to keep building their skills in a team where everyone gets involved in everything. There’s plenty of scope to take on project work for someone willing to put their hand up.
Key responsibilities
About you
Essential experience
Why you’ll want to join
Additional information
Align Talent is committed to connecting great candidates with opportunities where diverse perspectives are valued. Teams with different ideas and experiences are more creative, effective, and innovative. If this role excites you but you don’t meet every point on the job description, applications from all qualified candidates are encouraged - skills, curiosity, and enthusiasm matter most.
This role sits between the service desk and the more senior engineering work. You’ll be the go-to escalation point for complex support issues and the first port of call for the junior members of the support team.
Most of your time will be spent resolving escalated incidents across a cloud-based Microsoft environment, with scope to support a senior engineer on more complex issues and project work. Reporting to the IT Manager, you’ll be based onsite in Melbourne’s inner east.
This is a role for someone who is a strong, experienced Level 2, enjoys being the person others turn to, and wants to keep building their skills in a team where everyone gets involved in everything. There’s plenty of scope to take on project work for someone willing to put their hand up.
Key responsibilities
- Work the service desk queue and own escalated incidents through to resolution
- Act as the escalation point and day-to-day technical guide for junior support staff
- Look after Microsoft 365 user, licence and collaboration tool administration
- Manage and troubleshoot Windows and macOS devices, including rebuilds and app deployment
- Support the senior engineer with security incident investigation, auditing, patching and backups
- Spot recurring issues and help get to the root cause
- Keep tickets and knowledge base documentation clear and current
- Contribute as a technical resource across IT projects
About you
- Takes ownership and works well without close supervision
- A methodical troubleshooter who knows when to escalate
- Patient and generous with knowledge - happy to mentor others
- Collaborative and comfortable in a shared team space
- Calm and service-focused in a busy, customer-facing environment
- Looking for a role to settle into, learn from and grow with
Essential experience
- At least 2 years in a senior Level 2 support role (non-negotiable)
- Strong Microsoft 365 administration experience
- Device management and endpoint support across Windows and macOS
- Experience working within a service desk ticketing system
- Exposure to Linux, or a willingness to learn
- Australian working rights - visa sponsorship is not available
Why you’ll want to join
- Be the senior support voice in a small, collaborative team
- Hands-on exposure to security, infrastructure and project work
- A modern, cloud-first Microsoft environment
- A stable team with low turnover
- Not-for-profit salary packaging on top of base salary
Additional information
- Permanent, full-time
- Onsite 5 days a week in Melbourne's Inner East
- Interview process of up to two stages
Align Talent is committed to connecting great candidates with opportunities where diverse perspectives are valued. Teams with different ideas and experiences are more creative, effective, and innovative. If this role excites you but you don’t meet every point on the job description, applications from all qualified candidates are encouraged - skills, curiosity, and enthusiasm matter most.