Modern Workplace ICT Analyst: Remote Support & Security

Fusion5; Melbourne; Hybrid; AUD 75,000 - 95,000; Full time

Benefits offered by this job

Flexible work arrangements

Birthday leave

Volunteer days

Social events

Career development

Job summary

Fusion5 is seeking an ICT Analyst for the Melbourne office to own deskside support and remote help across Australia. You will manage Microsoft 365, Intune, Entra ID and Defender for Endpoint, while handling onboarding, device provisioning and security policies to keep colleagues productive and secure.

You will resolve hardware and software issues in person, provide L1/L2 support across multiple sites, and contribute to knowledge base improvements for self-service.

Qualifications

• 3-4 years in a desktop support, systems support or IT engineer role
• Strong working knowledge of Microsoft 365 administration
• Hands-on Intune experience across device enrolment, compliance policies and application deployment
• Solid Entra ID administration, including user/group management, MFA and conditional access troubleshooting
• Experience supporting both in-person and remote users across multiple locations
• Confident using ITSM tools for ticket management, SLA adherence and knowledge base contribution
• A diploma, degree or equivalent qualification in IT, Computer Science or a related field
• Microsoft Defender for Endpoint experience (onboarding, alert monitoring, basic response) is a plus
• PowerShell skills for basic automation and bulk administration
• Networking fundamentals across Wi‑Fi, VPN, DNS and DHCP
• Microsoft certifications such as MD-102 or MS-102

Responsibilities

• Acting as the primary ICT contact for Melbourne staff, resolving hardware, software, connectivity and AV issues in person
• Owning the full ticket lifecycle in Xurrent, from triage through to closure, and consistently meeting SLAs
• Providing remote L1/L2 support to staff in Adelaide, Brisbane and Perth, and coordinating hardware logistics with local contacts
• Running onboarding and offboarding end to end, provisioning and deprovisioning devices, accounts and software so every new starter gets a great first day
• Administering Microsoft 365 at an operational level, including Exchange Online, Teams, SharePoint, OneDrive, licensing, shared mailboxes and delegation
• Managing device enrolment, compliance policies and app deployment in Intune, plus user and group management, MFA and conditional access
• Enforcing endpoint security standards through Intune and Defender for Endpoint, and supporting our ESET-to-Defender migration
• Looking after office hardware, AV and meeting room systems, spotting issues before they affect the team
• Getting to the root cause of recurring issues, working with L3 to fix underlying gaps, and building knowledge base articles that lift self-service over time

Skills

Desktop support

IT systems support

Microsoft 365

Intune

Entra ID

Defender for Endpoint

ITSM tools

SLA management

PowerShell

Remote support

Documentation

Education

Diploma or degree in IT

Tools

Exchange Online

Teams

SharePoint

OneDrive

Intune

Entra ID

Defender for Endpoint

MD-102 / MS-102

VPN

Wi‑Fi networking

Job description

Fusion5 is seeking an ICT Analyst for the Melbourne office to own deskside support and remote help across Australia. You will manage Microsoft 365, Intune, Entra ID and Defender for Endpoint, while handling onboarding, device provisioning and security policies to keep colleagues productive and secure.

You will resolve hardware and software issues in person, provide L1/L2 support across multiple sites, and contribute to knowledge base improvements for self-service.