IT Support Engineer - Level 1 & 2

About the role

A recruitment consultant is working with an Australian technology business to find an experienced IT Support Analyst for its Canberra team. The role provides Level 1 and Level 2 technical support across Microsoft 365, Windows, Active Directory and end-user technologies, with exposure to cloud, networking and infrastructure. It suits someone with a solid IT support foundation who wants to grow their technical skills and take on more responsibility.

Key responsibilities

• Provide first and second-level technical support, troubleshooting hardware, software, user accounts, applications and general IT systems
• Manage incoming technical requests, investigate problems and deliver a high standard of customer service
• Work primarily on Microsoft 365, Windows and Active Directory, assisting with user administration, application support, device configuration and troubleshooting
• Gain exposure to networking, cloud technologies and infrastructure, working alongside more experienced engineers on complex issues
• Manage support tickets, maintain technical documentation and help with routine system maintenance and IT administration
• Contribute to continuous improvements and build technical knowledge through hands-on experience and learning opportunities

Required profile

• Previous experience in IT Support, Service Desk, Desktop Support or a similar technical position, ideally in an MSP or IT services environment
• Hands-on experience supporting Microsoft 365 applications such as Outlook and Teams
• Experience with Active Directory, including user account administration, password resets and access management
• Ability to prioritise competing requests, troubleshoot independently and escalate issues when needed
• Strong communication skills with technical and non-technical users, and a proactive approach to problem-solving
• Experience supporting multiple customer environments is advantageous

Required skills

• Windows desktop troubleshooting, installation and configuration
• Active Directory user account administration
• Basic networking concepts: DNS, DHCP, IP addressing and connectivity troubleshooting
• Familiarity with IT ticketing systems and incident management
• Exposure to Microsoft Azure, Intune or Windows Server is beneficial

The position is permanent, based in Canberra with hybrid working, at a salary of $75,000. Applications are made through the recruiter, who will forward them to the client.