IT Support Consultant - Level 2/3

Mastercom; Sydney; On-site; AUD 70,000 - 120,000; Full time

Job summary

Mastercom is seeking a Level 2/3 IT support specialist to maintain and support internal systems and customer environments from our Sydney office. You will handle tickets, configure network gear and support Microsoft 365, AD/Entra ID, servers and endpoints as part of daily operations.

You will partner with the IT Manager on projects, maintain secure infrastructure, and document procedures while following WHS policies and after-hours maintenance arrangements.

Qualifications

• Level 2/3 IT support experience.
• Strong troubleshooting across Microsoft environments and network infrastructure.
• Experience with servers, virtualization, backups and cybersecurity.
• Clear communication and technical documentation skills.
• Ability to work independently and prioritise tasks.
• Desirable: industrial networks, fibre, driver licence, certifications.

Responsibilities

• Provide technical support to staff and customers, managing tickets, priorities, updates and escalations.
• Configure and troubleshoot switches, routers, firewalls, wireless networks, VLANs, DNS, DHCP and VPNs.
• Support Microsoft 365, Windows, Active Directory/Entra ID, servers, virtualisation and endpoints.
• Manage user onboarding, offboarding, permissions, patching, backups and IT assets.
• Gather customer requirements and assist with network design, implementation, testing and site commissioning.
• Maintain network diagrams, IP registers, configuration records, procedures and troubleshooting guides.
• Apply security controls and assist with incidents, outages and remediation.
• Coordinate with vendors and technical teams, sharing knowledge and supporting project delivery.
• Follow company policies, change procedures and WHS requirements.
• Participate in agreed after-hours support and maintenance arrangements.

Tools

Juniper

Cambium

Fortinet

Omada

Intune

Proxmox

Active Directory

Microsoft 365

Job description

Provide Level 2/3 support across Mastercom's internal systems and customer environments. Support the IT Manager with daily operations and projects, maintain reliable and secure infrastructure, and take ownership of technical issues through to resolution.

Key responsibilities

Provide technical support to staff and customers, managing tickets, priorities, updates and escalations.

Configure and troubleshoot switches, routers, firewalls, wireless networks, VLANs, DNS, DHCP and VPNs.

Support Microsoft 365, Windows, Active Directory/Entra ID, servers, virtualisation and endpoints.

Manage user onboarding, offboarding, permissions, patching, backups and IT assets.

Gather customer requirements and assist with network design, implementation, testing and site commissioning.

Maintain network diagrams, IP registers, configuration records, procedures and troubleshooting guides.

Apply security controls and assist with incidents, outages and remediation.

Coordinate with vendors and technical teams, sharing knowledge and supporting project delivery.

Follow company policies, change procedures and WHS requirements.

Participate in agreed after-hours support and maintenance arrangements.

About you

Demonstrated Level 2/3 IT support and practical networking experience.

Strong troubleshooting skills across Microsoft environments and network infrastructure.

Working knowledge of servers, virtualisation, backups and cybersecurity.

Clear communication, customer service and technical documentation skills.

Ability to work independently, prioritise tasks and follow through to completion.

Desirable: Experience with industrial networks, fibre infrastructure, Juniper, Cambium, Fortinet, Omada, Intune or Proxmox; relevant certifications; and a current driver licence.

Applicants must have existing, unrestricted work rights in Australia. Mastercom is unable to provide visa sponsorship for this position.