Level 2 IT Support Analyst — Multi-Office ITIL Specialist

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

Benefits offered by this job

Parental leave

Flexible working

Work-from-home opportunities

Learning & development

Job summary

WGA, An AtkinsRéalis Company, is seeking a Level 2 IT Support specialist in Melbourne to join a collaborative team. You will troubleshoot hardware, software and network issues, administer Microsoft 365 services, and contribute to ITSM initiatives across multiple offices.

You’ll collaborate with Level 1 and Level 3 teams, maintain documentation, and ensure security practices while supporting a hybrid work environment. Suitable for applicants with multi-site experience.

Qualifications

• Proven experience in IT support or Level 2 role.
• Strong troubleshooting across hardware, software, and networks.
• Experience supporting users in a multi-office environment.
• Demonstrated understanding of operational security practices.

Responsibilities

• Provide Level 2 technical support for escalated incidents across multiple offices.
• Troubleshoot and resolve hardware, software, and network issues.
• Administer and support Microsoft 365 services (Exchange Online, Teams, SharePoint, OneDrive).
• Contribute to implementation and ongoing support of the new ITSM platform.
• Apply ITIL principles to incident, problem, and change management processes.
• Maintain accurate documentation and update knowledge base articles.
• Collaborate with Level 1 and Level 3 teams to ensure consistent service delivery.
• Ensure compliance with operational security practices and company policies.
• Participate in projects and continuous improvement initiatives.

Skills

Troubleshooting skills

Communication

Customer service

Independence

Time management

Organisational skills

Relationship building

Education

Relevant IT degree

Tools

Microsoft 365

Active Directory

Entra ID / Azure AD

Intune

NinjaOne (RMM)

ITSM tools

Job description

WGA, An AtkinsRéalis Company, is seeking a Level 2 IT Support specialist in Melbourne to join a collaborative team. You will troubleshoot hardware, software and network issues, administer Microsoft 365 services, and contribute to ITSM initiatives across multiple offices.

You’ll collaborate with Level 1 and Level 3 teams, maintain documentation, and ensure security practices while supporting a hybrid work environment. Suitable for applicants with multi-site experience.