Modern Workplace Analyst

About the role

Fusion5 is seeking an ICT Analyst to be the primary technology contact for its Melbourne office, providing hands‑on support for Microsoft 365, Intune, Entra ID and Defender for Endpoint while also supporting remote users across Australia.

Key responsibilities

• Act as the first point of contact for Melbourne staff, resolving hardware, software, connectivity and AV issues on‑site.
• Own the full ticket lifecycle in Xurrent, ensuring SLA compliance.
• Provide L1/L2 remote support to users in Adelaide, Brisbane and Perth and coordinate hardware logistics.
• Run end‑to‑end onboarding and off‑boarding, provisioning devices, accounts and software.
• Administer Microsoft 365 services (Exchange Online, Teams, SharePoint, OneDrive, licensing, shared mailboxes).
• Manage device enrollment, compliance policies and app deployment in Intune, and handle user/group management, MFA and conditional access in Entra ID.
• Enforce endpoint security via Intune and Defender for Endpoint, supporting migration from ESET.
• Maintain office AV and meeting‑room systems, proactively identifying issues.
• Investigate recurring problems, work with L3 teams to resolve root causes and create knowledge‑base articles.

Required profile

• 3‑4 years experience in desktop support, systems support or IT engineering.
• Strong ownership mindset, calm under shifting priorities and a passion for simplifying technology for users.
• Diploma, degree or equivalent qualification in IT, Computer Science or related field.

Required skills

• Microsoft 365 administration (Exchange Online, Teams, SharePoint, OneDrive).
• Intune device enrollment, compliance policies and application deployment.
• Entra ID administration, including MFA and conditional access troubleshooting.
• Defender for Endpoint experience (onboarding, alert monitoring, basic response).
• PowerShell scripting for basic automation and bulk administration.
• Networking fundamentals (Wi‑Fi, VPN, DNS, DHCP).
• Experience with ITSM ticketing tools (Xurrent) and SLA management.

What we offer

• Collaborative, supportive culture with flexible work arrangements.
• Work‑life balance initiatives such as birthday leave, volunteer days and regular social events.
• Clear development pathways and opportunities to grow within the practice.