IT Support Engineer – L1.5/L2 for Microsoft Workplace

About the role

We are seeking an IT Support Engineer (L1.5/L2) to provide responsive technical support across a Microsoft‑based workplace environment for 300‑350 employees. The role combines frontline user support with more advanced L2 troubleshooting of endpoints, applications, Microsoft 365 services, connectivity and workplace technology.

Key responsibilities

• Monitor and manage incidents and service requests through Jira Service Management, prioritising work according to business impact.
• Deliver remote L1/L2 support for Windows laptops, desktop applications, peripherals and workplace technology.
• Triage incoming requests, resolve routine first‑line issues and handle more complex L2 incidents.
• Administer Microsoft 365 services (Outlook, Exchange Online, Teams, OneDrive, SharePoint) and perform routine user account, licence and permission management.
• Support Microsoft Entra ID, Active Directory and Windows Server administration, including sign‑in problems and MFA issues.
• Investigate connectivity problems (Wi‑Fi, DNS, DHCP, VPN) and coordinate infrastructure changes when required.

Required profile

• Hands‑on experience delivering L1/L2 technical support in a Microsoft Windows environment.
• Proven ability to troubleshoot Windows endpoints, business applications and peripheral devices.
• Experience administering Microsoft 365, including user accounts, licensing and permissions.
• Strong written and verbal communication skills with a methodical troubleshooting approach.
• Ability to prioritize competing incidents, document clearly and collaborate with senior engineers.

Required skills

• Microsoft Intune and endpoint management
• Microsoft Entra ID administration
• Active Directory and Windows Server
• Exchange Online, OneDrive and SharePoint Online administration
• PowerShell scripting for routine administration
• Azure fundamentals and hybrid Microsoft identity environments
• TCP/IP, DNS, DHCP, Wi‑Fi and VPN troubleshooting
• Jira Service Management ticketing platform

What we offer

• Salary paid in Australian Dollars
• Medical insurance from day one for you and your spouse (or parents if unmarried)
• Home office setup allowance and internet allowance
• Gym & wellness allowance
• Flexible work – home or office
• Professional development reimbursement for industry certifications