IT Support Analyst

About the role

Join DroneShield’s Corporate IT team in Sydney, providing end‑user support for cutting‑edge counter‑drone technology. You will own the service desk queue, triage and resolve incidents, and ensure a high level of service for a fast‑growing, global organisation.

Key responsibilities

• Act as primary owner of the IT service desk queue, triaging, prioritising and assigning tickets.
• Provide Level 1 and Level 2 support for end‑user computing, Microsoft 365, collaboration platforms and business applications.
• Monitor ticket backlog, drive timely resolution and maintain ticket hygiene.
• Collaborate with Systems Administrators and Engineers for escalation of complex issues.
• Create and maintain knowledge‑base documentation to improve first‑contact resolution.

Required profile

• 2‑5 years experience in Service Desk, Desktop Support, ICT Support or MSP environments.
• Strong customer‑service mindset with ability to manage competing priorities.
• Experience supporting 200+ users in a medium‑to‑large organisation.
• Desire to progress into a Systems Administration career path.

Required skills

• Microsoft 365, Intune, Entra ID.
• Jira Service Management.
• Windows, macOS and Linux operating systems.
• Endpoint management and IT asset management.
• Troubleshooting corporate hardware, software, printers, digital signage and AV solutions.