Senior IT Support Specialist (Level 2) - End-User & 365

Umbrella Club; Melbourne; Presencial; AUD 70.000 - 90.000; Jornada completa

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

2nd line support

Microsoft 365

Windows

Endpoint management

ITSM processes

Troubleshooting

Communication

Documentation

Mentoring

Herramientas

Microsoft Intune

SCCM

Active Directory

Entra ID

Exchange Online

SharePoint

Teams

Descripción del empleo

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.