IT Support Analyst, Level 1 – Level 2

About the Role

We are recruiting an IT Support Analyst to function at a Level 1 to Level 2 tier. Our organization facilitates the placement of high-quality remote personnel across various industries, such as customer support and software engineering, by connecting talented professionals with firms to foster their expansion. This position suits an individual eager to apply their technical skills remotely to maintain optimal productivity and efficiency for global clients. You will function as part of a cooperative group that prioritizes technical record-keeping and transparent communication, delivering swift, precise IT assistance through end-to-end management of helpdesk inquiries. You will oversee both routine user assistance and the proactive maintenance of client infrastructure, engaging with a wide range of platforms to guarantee that client business functions stay secure and functional.

Requirements

• You must have practical experience in Microsoft 365 management, particularly regarding Exchange Online and identity governance within Microsoft Entra.
• You are required to demonstrate extensive expertise in the Microsoft 365 Admin Center, encompassing mailbox, user, security, and license management.
• At least two years of experience in IT support is desired, along with proficiency in using RMM solutions, PSA software, and IT documentation systems.
• You must be skilled at drafting technical checklists and standard operating procedures.
• You are expected to maintain a professional, composed demeanor on calls and possess the ability to explain complex technical topics clearly to non-technical individuals in English.
• You need a dependable home office environment equipped with redundant internet and power supply.
• Background in security protocols, networking hardware like UniFi, and business phone systems is highly beneficial, as is possessing certifications such as CompTIA or MS-900.

Responsibilities

• You will manage incoming client inquiries over the telephone and oversee helpdesk tickets by tracking, updating, and escalating concerns when required.
• You will perform remote troubleshooting on client equipment to fix problems involving connectivity, email, and user account access.
• You will handle all aspects of Microsoft 365 oversight, such as managing MFA, shared mailboxes, licenses, and conducting message traces.
• You will be responsible for supporting and managing telecommunication systems, including SIP trunks, IVRs, and call flow configurations.
• You will address system alerts regarding potential security risks by investigating account settings and invalidating sessions to mitigate threats.
• You will support the team by authoring standard operating procedures, updating documentation, and discovering manual processes suitable for AI or script-based automation.

Benefits & Perks

• This is a full-time, remote-based role with a schedule following Adelaide business hours.