IT Support Analyst – Day Shift
Posted 18 days ago
You'll complete your application on Twoconnect's career site.
About the Role
We are looking for a committed IT Support Analyst to work in a remote position. You will provide top-tier L1 and L2 technical assistance to clients located in Australia and New Zealand. As a member of a service provider focused on enduring professional relationships, you will join an organization that values a people-centric culture, operational performance, and individual development. This role allows you to support diverse industry-leading firms while using modern remote tools to provide expert technical solutions. You will serve as a key member of the service desk, maintaining seamless user experiences through portal, email, and telephone channels. Operating within a fast-paced, collaborative setting, you will need to take a proactive stance on ticket resolution and management. You will benefit from a structured environment that promotes continuous improvement, backed by management committed to your technical mastery and long-term career growth.
Requirements
- Possess a bachelor’s degree in computer engineering, computer science, information technology, or equivalent hands-on experience.
- Maintain a minimum of two years of work history in desktop support, IT service desk, or managed service provider roles, ideally with experience supporting global clients.
- Demonstrate proficiency with Windows 10/11, Microsoft 365, Teams, SharePoint, and Exchange Online.
- Show a firm understanding of network fundamentals, including Wi-Fi, VPN, DHCP, and DNS.
- Display expertise in managing accounts through Active Directory or Entra ID.
- Have experience utilizing IT service management tools like ServiceNow or Jira Service Management.
- Communicate effectively in English with users of all technical skill levels.
- Manage multiple concurrent tickets while following established escalation paths and security policies.
- Possess relevant certifications such as CompTIA A+, ITIL 4 Foundation, or Microsoft 365 credentials as an added benefit.
Responsibilities
- Provide thorough L1 and L2 support by investigating and resolving issues involving hardware, connectivity, user accounts, Windows systems, and Microsoft 365.
- Handle the entire lifecycle of support tickets, maintaining precise records and providing prompt user updates.
- Manage user access and identities, such as performing MFA setups and password resets.
- Coordinate the offboarding process and device deployments.
- Configure and maintain endpoints using Autopilot and Intune to guarantee device compliance.
- Develop and update knowledge base documentation and suggest process enhancements.
- Collaborate with vendors as needed.
- Follow rigorous IT security protocols to ensure a secure and efficient technical workspace.
Benefits & Perks
- Work from home with a consistent Monday to Friday schedule aligned with Australian business hours.
- Receive competitive salary packages.
- Access government-mandated benefits and a comprehensive HMO program that includes two dependents.
- Utilize medical reimbursements.
- Participate in regular wellness sessions and team outings.
- Engage in specialized training and structured professional development initiatives.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
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