IT Support & Endpoint Administrator

Bw Digital; Sydney; Hybrid; AUD 85,000 - 120,000; Full time

Job summary

BW Digital is seeking an IT Support & Endpoint Administrator based in Sydney. The role involves first/second-line IT support across Australia and APAC, plus lifecycle management of end-user devices in a secure, compliant environment.

You will handle onboarding/offboarding, patch management, and security governance aligned with ISO27001 standards. On-call duties are included (1 week per month).

Qualifications

• 3+ years’ experience in an IT Support, Endpoint Administration or Service Desk role.
• Experience supporting Windows 11 and Microsoft 365 environments.
• Experience deploying and managing laptops and endpoint devices.
• Experience managing Microsoft Intune or equivalent endpoint management platform.
• Understanding of Active Directory, Entra ID and user lifecycle management.
• Experience with patch management and endpoint security solutions.
• Strong troubleshooting and customer service skills.
• Excellent written and verbal communication skills.
• Ability to work independently and manage competing priorities.
• Microsoft certifications (Modern Desktop Administrator, Endpoint Administrator, Azure Administrator or equivalent).
• Experience with ITSM platforms such as HaloITSM, ServiceNow, Jira Service Management or similar.
• Knowledge of vulnerability management practices.
• Familiarity with PowerShell scripting and automation.

Responsibilities

• Provide Level 1 and Level 2 IT support to BW Digital users across Australia and APAC.
• Diagnose and resolve hardware, software, Microsoft 365, networking and endpoint issues.
• Manage incidents and service requests through the ITSM platform.
• Escalate complex issues to internal teams or vendors.
• Deliver high standard of customer service and user experience.
• Configure and maintain Windows endpoint devices per security standards.
• Ensure devices enrolled in approved device management platforms.
• Maintain lifecycle records for laptops, mobile devices and peripherals.
• Verify endpoint security controls are implemented and maintained.
• Provision user accounts, applications and devices for new employees.
• Coordinate onboarding to ensure first day readiness.
• Perform offboarding activities including access revocation and asset recovery.
• Maintain audit trails for provisioning/de-provisioning.
• Monitor patch deployment status and remediate failures.
• Support vulnerability remediation activities and security updates.
• Assist ISMS compliance and security audits.

Skills

Windows 11

Microsoft 365

Intune

Active Directory

Entra ID

PowerShell

Customer service

Troubleshooting

Independent working

Tools

HaloITSM

ServiceNow

Jira Service Management

Group Policy

Jira

Job description

The IT Support & Endpoint Administrator is a full-time role within the Information Technology team. The successful candidate will participate in the IT On call roster (1 week / month)

Location

Based in Sydney, Australia.

Overview

The IT Support & Endpoint Administrator is responsible for providing first and second-level IT support to BW Digital users across Australia, ANZ and the wider APAC region. The role is responsible for the provisioning, configuration, maintenance and lifecycle management of end-user devices, supporting employee onboarding and offboarding activities, and ensuring endpoint systems remain compliant with BW Digital security standards and ISO27001 requirements.

The successful candidate will play a key role in maintaining a secure, reliable and well-governed endpoint environment, supporting the organisation’s cybersecurity, compliance and operational objectives.

Key Responsibilities

End User Support

• Provide Level 1 and Level 2 IT support to employees across BW Digital’s operations in Australia, New Zealand, Singapore, Indonesia and the USA.
• Diagnose and resolve hardware, software, Microsoft 365, networking and endpoint-related issues.
• Manage incidents and service requests through the IT Service Management platform, ensuring tickets are prioritised, updated and resolved within agreed service levels.
• Escalate complex technical issues to internal teams or external vendors where appropriate.
• Deliver a high standard of customer service and user experience.
• Configure, deploy and maintain Windows endpoint devices in accordance with BW Digital security and configuration standards.
• Ensure all endpoint devices are enrolled in approved device management platforms and comply with corporate security baselines.
• Maintain full lifecycle management of laptops, mobile devices and peripheral equipment, including procurement, deployment, replacement, recovery and disposal.
• Maintain accurate asset records and ownership details within the corporate asset management system.
• Verify that endpoint security controls, including disk encryption, endpoint protection, MFA and approved configurations, are implemented and maintained on all supported devices.

Employee Onboarding, Offboarding & Access Administration

• Provision user accounts, applications, devices and system access for new employees and contractors in accordance with approved onboarding requests.
• Coordinate onboarding activities to ensure employees are equipped and operational on their first day.
• Execute user access changes resulting from role changes, transfers and organisational restructures while maintaining adherence to approved access control requirements.
• Perform offboarding activities including account deactivation, access revocation, equipment recovery and documentation updates in line with company procedures.
• Maintain appropriate records and audit trails for all user provisioning and de-provisioning activities.

Patch & Vulnerability Management

• Comply to endpoint patch management processes and ensure operating systems and approved software remain current and supported.
• Monitor patch deployment status and remediate failed installations to maintain endpoint compliance targets.
• Assist with vulnerability remediation activities by identifying, tracking and resolving endpoint security findings.
• Support testing and deployment of security updates, feature releases and endpoint configuration changes.

Security, Compliance & Operational Governance

• Support BW Digital’s Information Security Management System (ISMS) by ensuring endpoint and user administration activities comply with defined policies, standards and procedures.
• Assist with information security audits, risk assessments, evidence collection and compliance reviews.
• Monitor endpoint compliance with approved security baselines and escalates any deviations or security risks.
• Support security incident response activities through investigation, data collection and remediation actions as required.
• Ensure documentation, knowledge articles, operating procedures and technical records are maintained accurately and kept up to date.
• Identify opportunities to improve automation, standardisation and operational efficiency across endpoint management and user support processes.

Mandatory Qualifications & Experiences

Mandatory Requirements

• 3+ years’ experience in an IT Support, Endpoint Administration or Service Desk role.
• Experience supporting Windows 11 and Microsoft 365 environments.
• Experience deploying and managing laptops and endpoint devices.
• Experience managing Microsoft Intune or equivalent endpoint management platform.
• Understanding of Active Directory, Entra ID and user lifecycle management.
• Experience with patch management and endpoint security solutions.
• Strong troubleshooting and customer service skills.
• Excellent written and verbal communication skills.
• Ability to work independently and manage competing priorities.
• Microsoft certifications (Modern Desktop Administrator, Endpoint Administrator, Azure Administrator or equivalent).
• Experience with ITSM platforms such as HaloITSM, ServiceNow, Jira Service Management or similar.
• Knowledge of vulnerability management practices.
• Familiarity with PowerShell scripting and automation.