IT Support Analyst – L1/L2
Posted 14 days ago
You'll complete your application on Twoconnect's career site.
About the Role
You are invited to join as a remote IT Support Analyst tasked with delivering L1 and L2 technical guidance. Serving as the main contact for users, you will handle service requests and incident management via phone, ticketing systems, and email to maintain optimal resolution standards. This position supports businesses across Australia and New Zealand, providing scalable and dependable outsourcing expertise. You will uphold operational effectiveness by diagnosing a wide range of hardware and software problems while following established service level agreements and escalation guidelines. This role suits an experienced candidate eager to join an inclusive, expanding, and collaborative global workplace, where you will partner with both internal departments and external vendors throughout the end-user support cycle. You will have the chance to serve major international organizations and sharpen your technical skills through formalized career progression initiatives.
Requirements
- You must possess a Bachelor's degree in Computer Science, Information Technology, or a comparable discipline.
- You need 3 to 5 years of relevant experience in a managed service provider or IT service desk setting, with a proven ability to provide L1 and L2 support for connectivity, hardware, and software.
- You must have deep technical expertise in Microsoft 365, Windows 11 and 10, and managing user permissions in Active Directory or Microsoft Entra ID.
- You should have a robust grasp of network basics such as Wi-Fi management, VPNs, DHCP, DNS, and TCP/IP.
- You must demonstrate strong communication abilities to assist non-technical personnel and the capacity to prioritize tasks autonomously.
- You are required to have experience with asset management, remote-support utilities, and ticketing platforms.
- You need a thorough understanding of data confidentiality and least-privilege security concepts.
Responsibilities
- You will function as the primary contact for technical inquiries, ensuring all incidents are categorized and recorded in the ticketing platform.
- You will perform remote troubleshooting for Windows OS, laptop and desktop hardware, and connected peripherals.
- You will resolve technical issues within the Microsoft 365 environment, specifically OneDrive, SharePoint, Teams, and Outlook.
- You will oversee user access rights and account management, ensuring compliance with established security policies.
- You will handle the technical aspects of staff onboarding and offboarding, covering software installation, hardware setup, and account provisioning.
- You will manage IT inventory and software licensing records, resolve network connectivity problems, and create troubleshooting documentation to enhance service efficiency.
- You will escalate complex or high-priority tickets to external vendors or senior staff, providing thorough diagnostic summaries and relevant data.
Benefits & Perks
- You will work in a fully remote position scheduled from 9:00 AM to 6:00 PM AEST, Monday through Friday.
- You will receive a complete benefits package, including all government-mandated perks, medical reimbursements, and an HMO plan inclusive of two dependents.
- You will be exposed to prominent companies located in the UK, US, Europe, New Zealand, and Australia.
- You will have access to professional training and organized career advancement programs.
- You will be part of an engaging culture that emphasizes success and growth through wellness programs, team-building activities, and frequent engagement events.
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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