IT Support Specialist

Umbrella Club; Melbourne; On-site; AUD 70,000 - 90,000; Full time

Job summary

Umbrella Club in Melbourne's CBD seeks an experienced Level 2 End User Support Consultant to join a collaborative IT support team. You will own complex incidents across Microsoft 365, Windows, and endpoint management, providing hands-on support and improving the end-user experience.

As a key escalation point, you will mentor Level 1 staff, manage tickets from opening to closure, and work with infrastructure teams to resolve cross-functional issues.

Qualifications

• At least two years in IT support, including Level 2 or senior support.
• Strong troubleshooting across Windows, Microsoft 365 and endpoint hardware.
• Hands-on experience with Intune, SCCM or other endpoint management.
• Knowledge of Active Directory and Microsoft Entra ID administration.
• Experience with ITSM systems and service-desk processes.
• Excellent written and verbal communication, customer-focused and proactive.
• Strong documentation and ownership of complex issues.

Responsibilities

• Own and resolve incidents and requests escalated by Level 1.
• Troubleshoot Windows 10/11 performance and system-level issues.
• Support Microsoft 365 apps: Outlook, Teams, SharePoint.
• Resolve endpoint protection, device encryption and patching failures.
• Support VPN, Wi‑Fi, printing and network connectivity.
• Administer devices using Intune, SCCM or similar tools.
• Apply device policies, monitor compliance and deployments.
• Perform device rebuilds, reimaging and hardware diagnostics.
• Manage user accounts across AD, Entra ID, Exchange Online and Teams.
• Support MFA, SSO, password resets and mailbox permissions.
• Work with infrastructure teams to resolve cross-functional issues.
• Conduct root cause analysis and suggest improvements.
• Support device rollouts, office moves and software upgrades.
• Mentor Level 1 staff and share knowledge.
• Maintain ticket notes and knowledge-base articles.

Skills

2nd line support

Microsoft 365

Windows

Endpoint management

ITSM processes

Troubleshooting

Communication

Documentation

Mentoring

Tools

Microsoft Intune

SCCM

Active Directory

Entra ID

Exchange Online

SharePoint

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.