Senior IT Support Specialist

Align Talent; Melbourne; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Salary packaging (not-for-profit)

Onsite in Melbourne

Job summary

Align Talent Pty Ltd is partnering with a not-for-profit education provider in Melbourne to fill a Level 2 IT support role. You will be the go-to escalation point for complex issues and mentor junior staff while supporting a cloud-first Microsoft environment.

You’ll work onsite in Melbourne's Inner East, handling incidents end-to-end and collaborating on IT projects. This role suits a proactive, customer-focused technician eager to grow.

Qualifications

• At least 2 years in a senior Level 2 support role (non-negotiable).
• Strong Microsoft 365 administration experience.
• Device management across Windows and macOS.
• Experience working within a service desk ticketing system.
• Exposure to Linux, or a willingness to learn.
• Australian working rights - visa sponsorship is not available.

Responsibilities

• Work the service desk queue and own escalated incidents through to resolution
• Act as the escalation point and day‑to‑day technical guide for junior support staff
• Look after Microsoft 365 user, licence and collaboration tool administration
• Manage and troubleshoot Windows and macOS devices, including rebuilds and app deployment
• Support the senior engineer with security incident investigation, auditing, patching and backups
• Spot recurring issues and help get to the root cause
• Keep tickets and knowledge base documentation clear and current
• Contribute as a technical resource across IT projects

Skills

Microsoft 365

Service desk

Windows

macOS

Linux exposure

Ticketing system

Mentoring

Team collaboration

Job description

We’re exclusively partnering with a well-established not-for-profit education provider that has grown significantly over recent years.

This role sits between the service desk and the more senior engineering work. You’ll be the go‑to escalation point for complex support issues and the first port of call for the junior members of the support team.

Most of your time will be spent resolving escalated incidents across a cloud‑based Microsoft environment, with scope to support a senior engineer on more complex issues and project work. Reporting to the IT Manager, you’ll be based onsite in Melbourne’s inner east.

This is a role for someone who is a strong, experienced Level 2, enjoys being the person others turn to, and wants to keep building their skills in a team where everyone gets involved in everything. There’s plenty of scope to take on project work for someone willing to put their hand up.

Key responsibilities

• Work the service desk queue and own escalated incidents through to resolution
• Act as the escalation point and day‑to‑day technical guide for junior support staff
• Look after Microsoft 365 user, licence and collaboration tool administration
• Manage and troubleshoot Windows and macOS devices, including rebuilds and app deployment
• Support the senior engineer with security incident investigation, auditing, patching and backups
• Spot recurring issues and help get to the root cause
• Keep tickets and knowledge base documentation clear and current
• Contribute as a technical resource across IT projects

We’re exclusively partnering with a well-established not-for-profit education provider that has grown significantly over recent years.

This role sits between the service desk and the more senior engineering work. You’ll be the go‑to escalation point for complex support issues and the first port of call for the junior members of the support team.

Most of your time will be spent resolving escalated incidents across a cloud‑based Microsoft environment, with scope to support a senior engineer on more complex issues and project work. Reporting to the IT Manager, you’ll be based onsite in Melbourne’s inner east.

This is a role for someone who is a strong, experienced Level 2, enjoys being the person others turn to, and wants to keep building their skills in a team where everyone gets involved in everything. There’s plenty of scope to take on project work for someone willing to put their hand up.

Key responsibilities

• Work the service desk queue and own escalated incidents through to resolution
• Act as the escalation point and day‑to‑day technical guide for junior support staff
• Look after Microsoft 365 user, licence and collaboration tool administration
• Manage and troubleshoot Windows and macOS devices, including rebuilds and app deployment
• Support the senior engineer with security incident investigation, auditing, patching and backups
• Spot recurring issues and help get to the root cause
• Keep tickets and knowledge base documentation clear and current
• Contribute as a technical resource across IT projects

About you

• Takes ownership and works well without close supervision
• A methodical troubleshooter who knows when to elevate
• Patient and generous with knowledge - happy to mentor others
• Collaborative and comfortable in a shared team space
• Calm and service-focused in a busy, customer-facing environment
• Looking for a role to settle into, learn from and grow with

Essential experience

• At least 2 years in a senior Level 2 support role (non-negotiable)
• Strong Microsoft 365 administration experience
• Device management and endpoint support across Windows and macOS
• Experience working within a service desk ticketing system
• Exposure to Linux, or a willingness to learn
• Australian working rights - visa sponsorship is not available

Why you’ll want to join

• Be the senior support voice in a small, collaborative team
• Hands‑on exposure to security, infrastructure and project work
• A modern, cloud‑first Microsoft environment
• A stable team with low turnover
• Not-for-profit salary packaging on top of base salary

Additional information

• Permanent, full-time
• Onsite 5 days a week in Melbourne's Inner East
• Interview process of up to two stages

Align Talent is committed to connecting great candidates with opportunities where diverse perspectives are valued. Teams with different ideas and experiences are more creative, effective, and innovative. If this role excites you but you don’t meet every point on the job description, applications from all qualified candidates are encouraged - skills, curiosity, and enthusiasm matter most.