IT Support Specialist

Umbrella Club; City of Melbourne; On-site; AUD 70,000 - 95,000; Full time

Job summary

Umbrella Club in Melbourne's CBD is seeking an experienced Level 2 End User Support Consultant to join a collaborative IT support team.

You will own escalations, troubleshoot Windows and Microsoft 365, manage Intune/SCCM, and support user access across AD/Entra ID.

This hands-on role offers mentoring of Level 1 staff, contributing to smoother technology experiences for end users.

Qualifications

• At least two years’ IT support experience, including Level 2.
• Strong troubleshooting across Windows, Microsoft 365 and endpoints.
• Hands-on with Intune, SCCM or similar.
• Solid AD and Entra ID administration knowledge.
• Experience with ITSM systems and standard service-desk processes.
• Excellent written and verbal communication; customer-focused.

Responsibilities

• Own and resolve incidents escalated by Level 1.
• Troubleshoot Windows 10/11 performance and system issues.
• Support Microsoft 365 apps including Outlook, Teams, SharePoint.
• Resolve endpoint protection, encryption and patching failures.
• Support VPN, Wi-Fi, printing, network connectivity and mobile devices.
• Administer devices using Intune, SCCM or similar.
• Apply device policies and coordinate deployments.
• Perform device rebuilds and diagnostics.
• Manage user accounts across Active Directory, Entra ID, Exchange Online and Teams.
• Support MFA, SSO, password resets and mailbox permissions.
• Collaborate with infrastructure, network and application teams.
• Conduct root cause analysis to reduce incidents.
• Support device rollouts, office moves and EUC projects.
• Mentor Level 1 team members.
• Maintain ticket notes and knowledge-base.
• Communicate proactively and close tickets.

Skills

Troubleshooting

Windows 10/11

Microsoft 365

End-user support

Active Directory

Entra ID

ITSM

Documentation

Communication

Tools

Intune

SCCM

Exchange Online

Teams

Job description

We are seeking an experienced Level 2 End User Support Consultant to join a collaborative IT support team in Melbourne’s CBD.

Acting as a key escalation point for the Service Desk, you will take ownership of complex technical issues across Microsoft 365, Windows, endpoint management and user access. This is a hands‑on role suited to someone who enjoys problem‑solving, supporting users and improving the overall end‑user technology experience.

Key responsibilities

• Own and resolve incidents and service requests escalated by the Level 1 team.
• Troubleshoot Windows 10/11 performance and system‑level issues.
• Support Microsoft 365 applications and services, including Outlook, Teams and SharePoint.
• Resolve endpoint protection, device encryption and patching failures.
• Support VPN, Wi‑Fi, printing, network connectivity and mobile devices.
• Administer devices using Microsoft Intune, SCCM or similar endpoint management platforms.
• Apply device policies, monitor compliance and coordinate software deployments.
• Perform device rebuilds, reimaging and advanced hardware diagnostics.
• Manage user accounts and access across Active Directory, Entra ID, Exchange Online and Teams.
• Support MFA, SSO, password resets, group memberships and shared mailbox permissions.
• Work with infrastructure, network and application teams to resolve cross‑functional issues.
• Conduct root cause analysis and recommend solutions to reduce recurring incidents.
• Support device rollouts, office moves, software upgrades and other EUC projects.
• Mentor Level 1 team members and share technical knowledge.
• Maintain accurate ticket notes, support documentation and knowledge‑base articles.
• Communicate proactively with users and manage assigned tickets through to closure.

Experience:

• At least two years’ experience in IT support, including one year in a Level 2 or senior support position.
• Strong troubleshooting experience across Windows, Microsoft 365 and endpoint hardware.
• Hands‑on experience with Microsoft Intune, SCCM or another endpoint management platform.
• Sound knowledge of Active Directory and Microsoft Entra ID administration.
• Experience working with ITSM systems and established service‑desk processes.
• Strong written and verbal communication skills.
• A customer‑focused approach with the ability to handle issues professionally and urgently.
• Strong documentation skills and attention to detail.
• Ability to take ownership of complex issues and work effectively with other technical teams.

Why apply?

• Join a supportive and collaborative EUC team.
• Work across a modern Microsoft technology environment.
• Take ownership of challenging technical issues and improvement initiatives.
• Contribute to technology rollouts and user‑focused projects.
• Develop your technical skills while mentoring Level 1 support professionals.