Advanced ICT Support Technician – Education IT (Level 2)

Westbourne Grammar School; City of Wyndham; On-site; AUD 70,000 - 90,000; Full time

Job summary

Westbourne Grammar School is seeking an experienced ICT Support Technician (Level 2) to provide advanced technical support across our Truganina and growing Lovely Banks campuses, with a focus on complex user and endpoint support, escalation management, modern device management and continuous improvement of ICT services.

This hands-on role serves as a key escalation point for the Service Desk, working with the broader ICT team to resolve incidents and improve the technology experience for staff

Qualifications

• Experience in a Level 2 ICT support role or similar.
• Strong experience with Microsoft Intune, including application deployment, configuration and compliance.
• Experience building, configuring and deploying endpoint devices, with working knowledge of Jamf or Apple device management.
• Strong troubleshooting and problem-solving capability, with a solid understanding of networking fundamentals.
• Familiarity with ITIL processes and service management tools.
• Demonstrated experience with Azure, Microsoft 365 and infrastructure environments, plus a basic understanding of Entra ID / Azure AD, identity and access management, MFA and authentication.
• Experience supporting mixed-device environments (Windows, macOS and iPad), ideally within an education or similar setting.
• Excellent communication skills, with the ability to translate technical concepts into clear, accessible language for non-technical users.
• A proactive, flexible and collaborative approach to changing priorities and technology environments.

Responsibilities

• Serve as a key escalation point for the Service Desk and resolve complex incidents.
• Provide hands-on advanced end-user and endpoint support across campuses (Truganina and Lovely Banks).
• Contribute to modern device management using Intune and Jamf, ensuring policy compliance and deployment success.
• Collaborate to improve support processes and ICT services for staff and students.

Skills

Level 2 ICT support

Windows/macOS/iPad support

Networking fundamentals

ITIL / Service Management

Communication skills

Proactive, collaborative approach

Tools

Microsoft Intune

Jamf

Azure Active Directory / Entra ID

Microsoft 365

Job description

Westbourne Grammar School is seeking an experienced ICT Support Technician (Level 2) to provide advanced technical support across our Truganina and growing Lovely Banks campuses, with a focus on complex user and endpoint support, escalation management, modern device management and continuous improvement of ICT services.

This hands-on role serves as a key escalation point for the Service Desk, working with the broader ICT team to resolve incidents and improve the technology experience for staff