IT Support Analyst

About the role

A remote day shift role giving first and second line technical help to users across the organisation, covering accounts, devices and business applications. The person is the first contact for IT problems and service requests.

What you will do

• Take level one and level two support requests by phone, email, chat and the service desk portal
• Diagnose and fix problems with Windows, Microsoft 365, accounts, devices, printers and network connections
• Record, track and update tickets while keeping users informed until resolution
• Administer accounts, passwords, MFA, permissions and Microsoft 365 licences
• Help with device setup and management using Intune and Autopilot
• Handle onboarding, role changes and offboarding, plus device deployment and asset tracking

What they look for

• Working knowledge of Windows 10 and 11, Microsoft 365 apps, Exchange Online, Teams, SharePoint and basic networking such as DNS, DHCP, VPN a
• Experience with an IT service management platform and clear ticket notes
• Strong spoken and written English and the ability to juggle several tickets

Nice to have

• Familiarity with Jira Service Management, ServiceNow or a similar platform
• Exposure to Intune, Autopilot and endpoint compliance policies

Benefits

• Work from home
• Monday to Friday day shift on Australian business hours
• HMO with two free dependents and medical reimbursements
• Government mandated benefits
• Training and chances to work with companies in Australia and beyond