IT Support Officer – Microsoft 365 & SharePoint

About the role

The Gild Group is seeking an IT Support Officer to provide first‑ and second‑level technical assistance to staff across the business. You will work primarily within the Microsoft ecosystem, ensuring users can leverage tools such as 365, Teams, SharePoint and Intune efficiently.

Key responsibilities

• Deliver first and second level support for hardware, software and SaaS applications.
• Manage the support queue from ticket creation to resolution, escalating when necessary.
• Set up devices, configure user accounts, and troubleshoot Windows 10/11, printers, laptops and peripherals.
• Provide user guidance, quick walkthroughs, and informal training on Microsoft tools.
• Assist with system rollouts, updates and documentation to maintain smooth operations.
• Occasionally travel interstate and support the IT Manager with ad‑hoc tasks.

Required profile

• Minimum 2 years of hands‑on IT support experience (service desk, desktop support, etc.).
• Excellent communication skills, able to explain technical concepts to non‑technical users.
• Proficiency with SharePoint Online, including user access and basic troubleshooting.
• Strong knowledge of Microsoft 365 suite (Outlook, Teams, OneDrive, MFA, password resets).
• Experience troubleshooting Windows 10/11 environments and common peripherals.
• Familiarity with ticketing systems and ability to close issues efficiently.
• Based locally and willing to travel when required.

Required skills

• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint Online, Intune)
• Windows 10 and Windows 11
• Ticketing system usage
• Device setup and configuration
• User account management and MFA
• Printer, laptop and peripheral troubleshooting