IT Support Analyst

DroneShield; Sydney; On-site; AUD 70,000 - 95,000; Full time

Job summary

DroneShield in Sydney seeks an IT Support Analyst to own the IT service desk, triage tickets, prioritise work, and ensure incidents are resolved promptly in a fast-paced environment. The role is hands-on, customer-focused, and demands excellent communication and a proactive service mindset.

You’ll support 200+ users with Microsoft 365, Intune, Entra ID and endpoint management, collaborate with Systems Administrators, drive knowledge-base improvements for self-service, and participate in ongoing

Qualifications

• 2-5 years in Service Desk or Desktop Support or similar IT roles.
• Experience supporting 200+ users in medium-to-large organisations.
• Proficient with Windows, macOS and Linux environments.
• Strong customer service mindset and communication skills.
• Exposure to Microsoft 365, Intune, Entra ID, Jira Service Management.
• A desire to progress into Systems Administration.

Responsibilities

• Own and triage IT service desk queue; prioritise and assign tickets.
• Provide Level 1 and 2 support for end-user computing and Microsoft 365.
• Ensure incidents are resolved in line with SLAs; manage backlog.
• Collaborate with Systems Administrators and Engineers for escalation and resolution.
• Drive ticket hygiene and maintain knowledge base for self-service.

Skills

IT Support

End User Computing

Microsoft 365

Intune

Entra ID

Jira Service Management

Customer service

Tools

Microsoft 365

Jira Service Management

Intune

Entra ID

Endpoint management

Job description

Work with cutting-edge AI technology that helps make the world a safer and more secure place. DroneShield (ASX:DRO) develops market-leading counter-drone solutions used by military organisations, government agencies, airports, critical infrastructure operators, and law enforcement operating in some of the most challenging and high-stakes environments in the world. Employees work at the forefront of innovation, solving complex technical problems and delivering mission-critical capabilities where performance, reliability, and speed matter.

As an ASX200-listed company and the world's only publicly listed pure-play counter-drone business, DroneShield is experiencing rapid growth. Revenue increased from A$57 million in 2024 to more than A$217 million in 2025, supported by record profitability, a global sales pipeline exceeding A$2.5 billion, and annual R&D investment of over A$50 million.

Since 2017, DroneShield has grown from 11 employees to more than 550 globally, with operations across Australia, the United States, Europe, and the Middle East, supporting customers in over 70 countries.

The role is based at DroneShield's Sydney headquarters, which houses corporate, commercial, engineering, and operational teams supporting the company's global growth and customer base.

About The Role

IT Team Overview

The Corporate IT team is responsible for end-user support, workplace technology, business applications, infrastructure, and network services. The team delivers reliable, high-quality technology services by providing responsive support, maintaining core systems, and ensuring a stable and secure IT environment.

The IT Support Analyst is responsible for owning and managing the day-to-day support queue, ensuring incidents and service requests are triaged, prioritised, assigned, and resolved efficiently. This role acts as the operational hub of the IT support function, coordinating workload across the team and ensuring users receive a high level of service.

The role is hands-on and customer-focused, requiring strong troubleshooting skills, excellent communication, and the ability to manage competing priorities in a fast-paced environment.

The ideal candidate combines strong technical expertise with a service-focused mindset and is comfortable balancing day-to-day support activities with continuous improvement initiatives. Experience with Microsoft 365, endpoint management, and end-user computing technologies is essential.

Responsibilities, Duties And Expectations

• Act as the primary owner of the IT service desk queue and ensure tickets are triaged, prioritised, and assigned appropriately.
• Provide Level 1 and Level 2 support for end-user computing, Microsoft 365, collaboration platforms and business applications.
• Ensure incidents and service requests are responded to and resolved in accordance with internal service levels.
• Monitor ticket backlog and proactively drive timely resolution of aged requests.
• Work closely with Systems Administrators and Engineers to facilitate efficient escalation and resolution of complex issues.
• Manage Helpdesk tickets, through effective planning and prioritisation to minimise backlog and ensure operational efficiency.
• Drive ticket hygiene by ensuring requests are categorised, prioritised, documented, and updated appropriately.
• Create and maintain knowledge base documentation to improve first-contact resolution and self-service capabilities.

Qualifications, Experience And Skills

• 2-5 years in Service Desk, Desktop Support, ICT Support, End User Computing, or MSP support.
• Understanding of Windows, MacOS and Linux OS environments.
• Strong customer service mindset.
• Experience supporting 200+ users or working within medium-to-large organisations.
• Exposure to Microsoft 365, Intune, Entra ID, Jira Service Management and endpoint management.
• Troubleshooting experience on corporate hardware, software, printers, digital signage and AV solutions.
• Demonstrated understanding of IT asset management.
• Looking to progress into a Systems Administration career path.

Data Privacy

DroneShield Group Pty Ltd collects and processes personal information for recruitment and hiring purposes. Where applicable, personal information is processed on the basis of DroneShield's legitimate interests in assessing and selecting candidates for employment. For further information regarding how we collect, use, disclose, store and retain personal information, including your privacy rights, please refer to our Privacy Policy: https://www.droneshield.com/privacy-policy

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