IT Support Engineer

About the Role

We are seeking an IT Support Engineer (L1.5/L2) to provide responsive technical support across a Microsoft-based workplace environment supporting approximately 300–350 employees. This role combines frontline user support with more advanced L2 troubleshooting across endpoints, applications, Microsoft 365 services, connectivity, and workplace technology.

You will take ownership of incidents from initial triage through resolution or appropriate escalation, working closely with support colleagues and senior engineers. Success in this role requires strong technical troubleshooting skills, clear communication, accurate documentation, and a proactive approach to delivering reliable IT services across a distributed organisation.

About the Client

You will be working with a well-established Australian workforce solutions organisation with more than 25 years of industry experience. The business delivers recruitment, skills development, and career development solutions across multiple sectors and supports a substantial network of candidates, businesses, and communities throughout Australia.

Operating in a fast-paced and entrepreneurial environment, the organisation values adaptability, collaboration, practical delivery, and a progressive approach to supporting its people and customers.

Ideal Profile

Experience & Role Requirements

Hands-on experience delivering L1/L2 technical support within a Microsoft Windows environment.

Demonstrated ability to troubleshoot Windows endpoints, business applications, and peripheral devices.

Experience supporting and administering Microsoft 365, including user accounts, licensing, permissions, and access.

Working knowledge of TCP/IP, DNS, DHCP, Wi-Fi, VPN, and general network connectivity troubleshooting.

Experience managing incidents and service requests through an IT ticketing platform.

Proven ability to provide remote technical support to non-technical users and manage issues through resolution or escalation.

Broad troubleshooting capability across internal IT systems and technologies.

Tools & Systems

Microsoft Intune and endpoint management.

Microsoft Entra ID administration.

Active Directory and Windows Server.

Exchange Online administration.

OneDrive and SharePoint Online administration.

PowerShell for routine administration and troubleshooting.

Hybrid Microsoft identity environments.

Azure fundamentals.

Mobile device and business telephony support.

Relevant Microsoft certifications.

Professional & Interpersonal Skills

Strong written and verbal communication skills.

Methodical troubleshooting skills with sound escalation judgement.

Strong ownership and consistent follow-through on technical issues.

Ability to prioritise competing incidents and service requests effectively.

Clear technical documentation and proactive communication with users.

Collaborative approach when working with support colleagues and senior engineers.

Ability to manage routine support requests alongside more complex incidents.

Comfortable supporting a broad range of internal IT responsibilities.

Effective collaboration with users and colleagues in a remote environment.

Adaptable and practical approach within a fast-paced environment where priorities may change.

Proactive problem-solving mindset and willingness to investigate unfamiliar technical issues.

Ability to learn quickly and take issues through to resolution or appropriate escalation.

Responsibilities

• Monitor and manage incidents and service requests through Jira Service Management, prioritising work according to business impact and agreed service levels.
• Deliver remote L1/L2 support for Windows laptops, desktop applications, peripherals, and workplace technology.
• Triage incoming requests and resolve both routine first-line issues and more complex L2 incidents where appropriate.
• Take broad ownership of internal IT issues across multiple systems and technologies.
• Collaborate with L1 support colleagues and L3/senior engineers, escalating infrastructure and complex technical issues when required.
• Troubleshoot Microsoft 365 services, including Outlook, Exchange Online, Teams, OneDrive, and SharePoint Online.
• Perform routine Microsoft 365 administration covering user accounts, licences, group memberships, permissions, and access.
• Administer Microsoft Entra ID users and investigate sign-in problems, account lockouts, and multifactor authentication issues.
• Process approved user onboarding, offboarding, and access changes in accordance with internal procedures.
• Diagnose Windows operating system, application installation, configuration, and performance issues.
• Troubleshoot workplace devices including printers, photocopiers, headsets, mice, and related peripherals.
• Investigate connectivity issues involving Wi-Fi, DNS, DHCP, and remote access, escalating infrastructure changes when necessary.
• Provide initial troubleshooting for mobile devices and fixed-line telephony.
• Investigate relevant system and server issues within assigned permissions and engage senior engineers when deeper intervention is required.
• Escalate complex incidents with comprehensive troubleshooting notes, findings, and clear details of business impact.
• Maintain accurate ticket records and provide users with timely progress and resolution updates.
• Support effective use of the Jira portal and document repeatable solutions to help users and support colleagues resolve common technical issues.
• How we take care of our team
• 💰 Get paid in Australian Dollars
• 🏥 Medical insurance from day one for you + spouse (or parents if unmarried)
• 🩺 Generous OPD coverage from doctor visits to all your medical needs
• 🏡 Home office setup allowance to build your ideal workspace
• 🌐 Internet allowance to keep you connected
• 💪 Gym & wellness allowance to stay fit and balanced
• 🎉 Work hard, play hard – regular team events & engagement activities
• 🧠 Diji Assist – Mental health & counseling support when you need it
• 📚 We invest in you – reimbursement for industry certifications
• 🗣️ Open-door culture – your ideas and feedback always matter
• 🌍 Flexible work – home or office, wherever you do your best work