Technology Support Analyst (L1/L2) – Mid-level IT Support

About the role

We are seeking a mid‑level Technology Support Analyst (L1/L2) to be the primary point of contact for day‑to‑day IT issues across a leading Sydney organisation. The role combines hands‑on troubleshooting with collaboration with internal teams and an external Managed Service Provider to keep the technology environment running smoothly.

Key responsibilities

• Act as the first point of contact for users in person, by phone and via the service desk.
• Manage a steady ticket queue covering hardware, software and standard operating environment incidents.
• Provide rapid response to urgent requests from senior stakeholders, including client‑facing systems.
• Troubleshoot and resolve issues across Microsoft 365, end‑user devices and core business applications.
• Set up and maintain laptops, monitors, printers and mobile devices for staff.
• Own user onboarding and off‑boarding in Active Directory, M365 and internal systems.
• Coordinate escalations with the managed service provider and track tickets to resolution.
• Identify practical process improvements and contribute to documentation and knowledge‑base articles.

Required profile

• 2 to 4 years of experience in an IT support or IT operations role.
• Strong hands‑on troubleshooting skills for hardware, software and systems.
• Reliable, accountable and able to manage a ticket queue independently.
• Clear communicator comfortable working face‑to‑face with stakeholders at all levels.
• Willingness to work on‑site four days a week with one day remote.

Required skills

• Microsoft 365 (Exchange, SharePoint, Teams) experience.
• Active Directory administration.
• Hardware and software troubleshooting.
• End‑user device configuration and support.
• Ticketing system usage.