Senior IT Support Consultant

Exclaim IT; Brisbane; Hybrid; AUD 110,000 - 140,000; Full time

Job summary

Exclaim IT is seeking a Senior IT Support Consultant – Microsoft 365 to deliver BAU operational support for Microsoft 365 tenants across identity, collaboration, and security services. You will work within the Modern Workplace team to ensure reliable day-to-day operations and drive digital adoption.

The role requires hands-on administration across Entra ID, Exchange Online, Teams, SharePoint Online, and OneDrive, with a focus on incident resolution, licensing guidance, and secure, efficient

Qualifications

• Demonstrated hands-on experience administering Microsoft 365 in enterprise or managed services.
• Essential knowledge across Microsoft Entra ID, Exchange Online, Teams, SharePoint Online, OneDrive, Defender/Purview, and ITSM tools (ServiceNow).
• Desirable certifications and familiarity with Power BI/Power Platform administration.

Responsibilities

• Incident & Request Management: provide advanced operational support, diagnosis, and resolution for Microsoft 365 incidents and service requests, with ownership through to closure or escalation.
• Identity & Access Administration: administer Microsoft Entra ID and Microsoft 365 (licensing, authentication, MFA, guest access, and tenant config).
• Mail & Exchange Operations: support Exchange Online and mail services, manage mailboxes, mail flow, permissions, connectivity, and Apps issues.
• Collaboration Tools Support: resolve Teams, SharePoint Online, and OneDrive incidents, including external sharing and site administration.
• Security & Compliance Support: assist with standard Microsoft 365 security and compliance controls (Defender, information protection), escalate complex issues.
• Platform Triage: provide admin for Power BI and Power Platform environments, contribute to Copilot support readiness.
• Communication & Collaboration: communicate clearly with customers and internal teams, translate tech terms to plain language, maintain ticket records.
• Continuous Improvement: collaborate with Level 1.5/2 teams, document fixes, and mentor colleagues.

Skills

Microsoft 365 Admin

Entra ID / Identity

Exchange Online

Teams

SharePoint Online

OneDrive

PowerShell

Microsoft Graph

ITSM tools (ServiceNow)

Tools

Power BI

Job description

Join a progressive government department dedicated to delivering customer-focused, accessible, and responsive digital solutions and services. Our organisation drives key digital technology, data, and service delivery priorities to ensure transparent, efficient engagement for citizens, small and family businesses, and partner agencies.

We pride ourselves on fostering a positive, safe, and inclusive workplace culture that champions diversity of thought and experience. When you join our team, you will enjoy flexible working options, competitive remuneration, generous leave entitlements, and the opportunity to make a tangible, meaningful impact on the community.

About the Role

As the Senior IT Support Consultant – Microsoft 365, you will operate at the forefront of digital service delivery within our Modern Workplace team. This is a crucial business-as-usual (BAU) operational support position—not a project or migration role—designed to help our team absorb an increasing volume of managed users, services, and operational requests.

You will provide advanced administrative, technical, and customer support across Microsoft 365 tenants and connected identity, collaboration, and security services. Working collaboratively across support tiers, you will ensure reliable day-to-day operations and help push the boundaries of digital adoption.

Key Responsibilities

• Incident & Request Management: Provide advanced operational support, diagnosis, and resolution for Microsoft 365 incidents and service requests, taking full ownership through to closure or agreed escalation via ServiceNow in alignment with ITIL processes.
• Identity & Access Administration: Administer Microsoft Entra ID and Microsoft 365 (including user/group management, access issues, licensing advice, authentication, MFA, guest access, and routine tenant configuration).
• Mail & Exchange Operations: Support Exchange Online and mail services, managing shared/resource mailboxes, mail flow, distribution groups, permissions, connectivity, and Microsoft 365 Apps issues.
• Collaboration Tools Support: Resolve Microsoft Teams, SharePoint Online, and OneDrive incidents, covering collaboration controls, external sharing, synchronisation, site administration, and operational lifecycle requests.
• Security & Compliance Support: Support standard Microsoft 365 security and compliance controls (including Conditional Access, Defender, and information protection settings), escalating complex design or security decisions to accountable teams.
• Platform Triage: Provide platform administration and triage for Power BI and Power Platform environments, while contributing to Microsoft Copilot support readiness and user issue investigation.
• Communication & Collaboration: Communicate clearly and professionally with customers and internal teams, translate technical matters into plain language, set realistic expectations, and maintain accurate ticket records without unnecessary technical jargon.
• Continuous Improvement: Work collaboratively with Level 1.5/2 and specialist teams, support BAU service acceptance, document fixes and known errors, and mentor colleagues through knowledge sharing.

What You'll Bring

• Experience: Demonstrated hands-on experience administering Microsoft 365 in an enterprise or managed service environment. (Note: Formal qualifications are not mandatory where equivalent practical experience is demonstrated).
• Technical Proficiency: Essential practical knowledge across Microsoft Entra ID, Exchange Online, Microsoft Teams, SharePoint Online, OneDrive, Microsoft 365 Defender/Purview, and ITSM tools (such as ServiceNow). Familiarity with PowerShell and Microsoft Graph for routine investigation and reporting is highly valued.
• Desirable Attributes: Relevant certifications (Microsoft 365 Administrator, Teams, Endpoint, Identity, or Security) and familiarity with Power BI/Power Platform administration, Microsoft Copilot, Intune, or multi-customer managed services.
• Achieves Results: Investigates the root cause of service problems, prioritises workloads, and meets agreed service commitments.
• Supports Productive Working Relationships: Responds effectively to customer needs, works cooperatively across support tiers, and engages specialist teams early when needed.
• Displays Personal Drive and Integrity: Follows access, change, information security, privacy, and recordkeeping requirements while actively seeking feedback to improve services.
• Communicates with Influence: Handles difficult customer conversations professionally and produces useful knowledge articles, handover notes, and ticket updates.