IT Support Analyst

DroneShield; Sydney; On-site; AUD 70,000 - 100,000; Full time

Job summary

DroneShield's Sydney headquarters seeks an IT Support Analyst to own the IT service desk, triaging and prioritising tickets while delivering Level 1 and 2 support for end-user computing. You will collaborate with Systems Administrators to escalate complex issues and maintain knowledge base documentation.

You will support Microsoft 365, Intune, Entra ID, and various business applications, ensuring SLA-aligned responses and proactive backlog management in a fast-paced environment.

Qualifications

• 2-5 years in Service Desk, Desktop Support, ICT Support, End User Computing, or MSP support.
• Understanding of Windows, MacOS and Linux OS environments.
• 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.

Responsibilities

• 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.

Skills

Windows OS

MacOS

Linux OS

Microsoft 365

Intune

Entra ID

Jira Service Management

Asset management

Troubleshooting

Tools

Microsoft 365

Intune

Entra ID

Jira Service Management

Endpoint management

Job description

Work withcutting-edgeAI technology that helps make the world a safer and more secure place. DroneShield (ASX:DRO) develops market-leading counter-drone solutions used by militaryorganisations, government agencies, airports, critical infrastructure operators, and law enforcementoperatingin 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 theworld'sonly 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.
• 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.

Note for recruitment agencies: We do not accept unsolicited candidates from external recruiters unless specifically instructed.

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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