IT Support Analyst, Level 1 - Level 2
Posted 3 days ago
You'll complete your application on Outsourced Staff's career site.
About the Role
This role involves serving as an IT Support Analyst focused on providing top-tier technical support and helpdesk management for a diverse client base. You will act as a primary contact for users, performing remote troubleshooting to solve issues regarding hardware, network connectivity, and user access. Your contribution will directly support client efficiency by applying proactive problem-solving, maintaining thorough documentation, and excelling within a managed service provider structure. This position is suited for a detail-oriented individual who is comfortable handling sophisticated tools and working within a collaborative, distributed team to drive operational success for international clients.
Requirements
- You should possess a minimum of two years of experience in IT support.
- You must have extensive practical experience with Microsoft 365, focusing on Exchange Online and identity administration.
- You need to be highly skilled in using the Microsoft 365 Admin Center.
- You are required to have experience with hosted or business phone systems.
- You must be proficient with IT documentation tools, RMM software, and PSA or ticketing platforms.
- You need excellent verbal and written communication skills to deliver professional service and create technical documentation.
- You should show sound judgment regarding security, identity verification, and escalation procedures.
- Skills in Intune, SharePoint, Defender, UniFi networking, and scripting or AI automation are highly preferred.
- Certifications such as MS-900, MS-102, MD-102, or CompTIA, along with prior experience supporting clients in Australia or the ANZ region, are considered an advantage.
Responsibilities
- You will handle incoming support inquiries through telephone and ticketing systems while prioritizing duties for efficient resolution.
- You will provide remote technical support for hardware setup, network connectivity, and user account maintenance.
- You will manage Microsoft 365 environments, including user accounts, mailboxes, security settings like Multi-Factor Authentication, and licensing.
- You will configure and support client phone systems, including setting up handsets, managing call routing, and resolving audio quality issues.
- You will mitigate security risks by confirming user identities, analyzing unusual login activity, and performing account audits.
- You will keep accurate records in internal systems by drafting SOPs and instructional guides, while seeking ways to automate routine tasks to improve service quality.
Benefits & Perks
- This is a full-time, remote position operating according to Adelaide business hours.
- You are responsible for providing your own professional workspace, a stable power supply, and a reliable internet connection.
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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