Senior Level 2 IT Support: Escalations & Mentoring

Align Talent Pty Ltd; 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

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.