IT Support Administrator

LevelBlue; Sydney; Hybrid; AUD 65,000 - 90,000; Full time

Job summary

LevelBlue is seeking an IT Support Administrator for End User Services in a hybrid Sydney-based role. You will provide Level 1 and Level 2 support to employees worldwide, primarily remotely, with 1-2 days per week in the Sydney office.

Responsibilities include incident resolution across Windows and macOS, managing Microsoft 365 apps, Entra ID accounts, and end-user devices. Strong customer service and clear communication are essential.

Qualifications

• 2+ years of IT support / helpdesk experience
• Own tickets end-to-end with strong customer service and clear communication
• Experience with Windows (10/11) and macOS environments
• Proficiency with Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
• Experience administering users and devices in Microsoft Entra ID
• Knowledge of remote access / VPN and basic networking
• Experience with endpoint management tools (Jamf Pro, Intune)
• Familiarity with common end-user hardware

Responsibilities

• Deliver Level 1 and Level 2 support via phone, email, chat, and ticketing platform
• Troubleshoot hardware, software, and connectivity issues on Windows and Mac
• Support remote and hybrid users with endpoint management tools
• Provision and deprovision user and computer accounts in Microsoft Entra ID
• Manage ticket queue with triage, prioritization and communication
• Create and maintain documentation and SOPs
• Assist with equipment procurement and asset inventory in Australia
• Participate in on-call roster as required
• Attend Sydney office 1-2 days per week for hardware handling

Skills

IT support

Customer service

Windows 10/11

macOS

Microsoft 365

Entra ID

Remote support

Endpoint management

Ticket ownership

Communication

Education

High school diploma or equivalent

Tools

Jamf Pro

Microsoft Intune

Job description

LevelBlue reduces risk and builds lasting resilience so organizations can innovate and advance their mission with confidence. As the world’s most analyst-recognized and largest pure-play managed security services provider, LevelBlue elevates client outcomes that matter: stronger defense, faster response, and sustained business continuity. LevelBlue combines AI-powered security operations, advanced threat intelligence, and elite human expertise to provide the most comprehensive portfolio of strategic advisory, managed security, offensive security, and incident response services.

IT Support Administrator - End User Services (Sydney) Location: Hybrid - primarily remote (Australia) with 1-2 days per week in the Sydney office as needed

Reports to: Manager, End User Services / Global End User Services

Team: Corporate IT - End User Services (EUS)

Role Overview This is a hybrid role supporting LevelBlue employees worldwide as part of the Global End User Services team. You will primarily work remotely while delivering high-quality Level 1 and Level 2 support with a strong focus on both Windows and macOS environments. The role combines ticket ownership, remote support, endpoint management, and continuous improvement of the end-user experience, with an expectation of 1-2 days per week in the Sydney office as needed for hardware handling, collaboration, or operational requirements.

Key Responsibilities

• Deliver Level 1 and Level 2 support to end users via phone, email, chat, and the Freshservice ticketing platform
• Troubleshoot and resolve hardware, software, and connectivity issues for Windows PCs, MacBooks, mobile devices, printers, peripherals, and A/V equipment
• Support remote and hybrid users using modern endpoint management tools
• Provision, maintain, and deprovision user and computer accounts in Microsoft Entra ID
• Manage the support ticket queue - triage, prioritize, resolve, or elevate appropriately while maintaining clear communication with users
• Create and maintain accurate documentation, knowledge base articles, and standard operating procedures
• Assist with local equipment procurement, vendor coordination, and asset inventory management in Australia
• Contribute to process improvements and knowledge sharing across the global EUS team
• Participate in an occasional after-hours on-call roster as required
• Attend the Sydney office 1-2 days per week as needed for hardware handling, team collaboration, or other operational requirements

Required Experience & Skills

• 2+ years of IT support / helpdesk experience
• Demonstrated ability to own tickets end-to-end with excellent customer service and clear written/verbal communication
• Solid hands-on experience supporting both Windows (10/11) and macOS environments
• Proficiency with Microsoft 365 (Outlook, Teams, OneDrive, SharePoint, and core Office applications)
• Experience administering users and devices in Microsoft Entra ID
• Working knowledge of remote access / VPN solutions and basic networking (TCP/IP, DHCP, DNS)
• Experience with endpoint management tools (Jamf Pro, Microsoft Intune, or similar)
• Familiarity with common end-user hardware (laptops, MacBooks, printers, smartphones, peripherals)

Preferred / Nice-to-Have

• Experience with Jamf Pro for Mac management
• Basic scripting or automation skills (PowerShell, Bash, or Jamf scripting)
• Strong security awareness and understanding of cybersecurity best practices
• Relevant certifications (CompTIA A+, Microsoft Fundamentals / M365, Jamf, ITIL Foundation)
• Prior experience in a security, MSSP, or regulated environment

Personal Attributes

• Genuine passion for customer service and improving the end-user experience
• Ability to work independently, prioritize effectively, and adapt to shifting demands
• Strong written and verbal communication skills
• Comfortable collaborating across time zones with a global team
• Willingness to participate in an occasional on-call rotation
• Ability to attend the Sydney office 1-2 days per week as required

Education:

• A high school diploma or equivalent is required; a college or university degree is a plus.

This role is open to candidates legally authorized to work in Australia. At LevelBlue, including teams that previously operated as Trustwave, we support flexible work and bring people together in person for key moments based on role, team, and business needs.

LevelBlue is committed to a culture of respect, inclusion, and equal opportunity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age, or any other status protected under applicable law.