Service Desk Engineer

Adactin Group; New South Wales; On-site; AUD 55,000 - 75,000; Full time

Job summary

Adactin Group is a 100% Australian-owned global IT consulting company, headquartered in Sydney. It helps organizations transform through Microsoft, AWS, AI, and QA expertise.

A 3-month contract is available for a Service Desk Analyst to support staff across Australia and international offices. The role focuses on 1st/2nd line support, Microsoft 365 administration, AD/Entra ID management, Intune device management, and incident response with security tooling.

Qualifications

• 2+ years in a helpdesk / service desk / desktop support role.
• Strong working knowledge of Microsoft 365 administration (Exchange Online, Teams, SharePoint/OneDrive).
• Experience with Active Directory and/or Microsoft Entra ID.
• macOS troubleshooting skills.
• Experience with an MDM/endpoint management tool (Microsoft Intune).
• Familiarity with ticketing/ITSM systems and ITIL-aligned processes.
• Clear, patient communication with users and strong written documentation.

Responsibilities

• Provide Level 1/2 support to staff across Australia and international offices via in person, Teams, and ITSM tool.
• Administer and troubleshoot Microsoft 365 workloads (Exchange Online, Teams, SharePoint, OneDrive).
• Manage user lifecycle (creation, licensing, groups, offboarding) across AD and Entra ID.
• Support Windows and macOS devices using Intune and endpoint tools.
• Assist with MFA, Conditional Access, and SSO issues; escalate security incidents as needed.
• Image, deploy, and maintain laptops, desktops, and peripherals; manage asset lifecycle.
• Support meeting room AV, printers, and general office IT.
• Triage security alerts with the security team and follow incident procedures.
• Create and maintain knowledge base articles and runbooks in Confluence.
• Contribute to IT projects like device rollouts and migrations to Entra ID.

Skills

Helpdesk experience

Microsoft 365 admin

Active Directory/Entra ID

macOS troubleshooting

MDM/endpoint management

ITIL/ITSM processes

Clear communication

Tools

SysAid

Confluence

Microsoft Intune

Job description

Adactin Group is a 100% Australian-owned global IT consulting company, headquartered in Sydney. We are a trusted technology partner helping organizations drive end-to-end digital transformation through our deep expertise in Microsoft and AWS ecosystems, AI-powered Digital Engineering, and future-ready Quality Assurance.

Our managed delivery approach, backed by domain expertise, ensures successful outcomes for every project. At Adactin, we believe in the power of our people. We foster a dynamic and supportive environment where your career can grow alongside exciting projects that shape the future of technology. Join us, and be part of a team committed to innovation, excellence, and making a difference

Currently, we are looking for a "Service Desk Analyst" to work on significant projects for a 3 mos contract.

Key responsibilities

• Provide Level 1/2 support to staff across Australia and international offices — in person, via Teams, and through our ITSM tool (SysAid), meeting response and resolution SLAs
• Administer and troubleshoot Microsoft 365 workloads: Exchange Online, Teams, SharePoint, OneDrive, and Office apps
• Manage user lifecycle: account creation, licensing, group membership, and offboarding across on-premises Active Directory and Microsoft Entra ID (hybrid identity)
• Support and enrol Windows and macOS devices using Microsoft Intune and endpoint management tooling (ManageEngine Endpoint Central, Jamf Pro)
• Assist with MFA, Conditional Access, and SSO issues, escalating identity and security incidents where needed
• Image, deploy, and maintain laptops, desktops, and peripherals; manage the hardware asset lifecycle
• Support meeting room AV, printers, and general office IT
• Triage security alerts in partnership with the security team and follow incident response procedures (e.g. Defender, phishing reports via Proofpoint)
• Create and maintain knowledge base articles, runbooks, and end-user guides in Confluence
• Contribute to IT projects such as device rollouts, application deployments, and the migration from on-premises AD to Entra ID

Skills and experience

2+ years in a helpdesk / service desk / desktop support role

Strong working knowledge of Microsoft 365 administration (Exchange Online, Teams, SharePoint/OneDrive)

Experience with Active Directory and/or Microsoft Entra ID — user, group, and access management

macOS troubleshooting skills (user accounts, networking, updates, performance)

Experience with an MDM/endpoint management tool, ideally Microsoft Intune

Familiarity with ticketing/ITSM systems and ITIL-aligned processes

Clear, patient communication with users of all technical levels, and strong written documentation skills