Technical Support Officer (Level 1–3)

Star X Technology Solutions; Sydney; Hybrid; AUD 85,000 - 120,000; Full time

Job summary

Star X Technology Solutions in Sydney, NSW seeks a versatile Technical Support Officer (Level 1–3) to support IT operations across multiple locations. You will handle helpdesk, systems administration, network management, and infrastructure design to keep operations running smoothly.

The role requires strong troubleshooting, time management, and the ability to prioritize tasks in a fast-paced environment while contributing to both day-to-day support and strategic IT projects.

Qualifications

• Experience delivering Level 1–3 IT support across multiple sites.
• Strong troubleshooting and problem-solving skills.
• Hands-on with Microsoft 365 administration and security.
• Familiar with UniFi networking, NAS storage, and backup solutions.
• Ability to manage documentation and IT assets effectively.

Responsibilities

• Provide end-user support across multiple sites (Level 1–3).
• Design, deploy, and manage wired/wireless networks and security policies.
• Administer Microsoft 365 environments (Exchange Online, Teams, SharePoint).
• Maintain Windows servers, AD, DNS, DHCP, and NAS platforms.
• Oversee endpoint management, OS/app deployments, and patches.
• Participate in IT infra projects from planning to deployment.
• Prioritize requests and balance projects with ops tasks.

Skills

Level 1–3 IT support

Multi-site support

Microsoft 365 administration

UniFi networking

RMM / endpoint management

Network security concepts

Documentation & knowledge base

Project coordination

Tools

UniFi

RMM platforms

Microsoft 365

NAS storage backup

Job description

We are seeking a versatile and proactive Technical Support Officer (Level 1–3) to support and manage IT operations across multiple business locations. This role combines helpdesk support, systems administration, network management, project delivery, and infrastructure design.

The successful candidate will possess strong troubleshooting skills, excellent time management abilities, and the capability to prioritize tasks in a fast-paced environment while supporting both day-to-day operations and strategic IT projects.

Key Responsibilities

Service Desk & End User Support (Level 1–3)

• Provide Level 1, 2, and 3 technical support to end users.

• Troubleshoot hardware, software, networking, printer, and mobile device issues.

• Manage user onboarding, offboarding, and workstation deployments.

• Resolve escalated technical issues and coordinate with vendors when required.

• Maintain accurate documentation and knowledge base articles.

Network & Wi-Fi Infrastructure

• Design, deploy, and support wired and wireless networks across multiple sites.

• Configure and administer:

  • Ubiquiti UniFi Wi-Fi

  • UniFi Switching

  • VLANs

  • VPNs

  • Firewalls

  • Network security policies

• Monitor network performance and proactively address issues.

• Develop and maintain network diagrams and documentation.

Microsoft 365 Administration

• Manage Microsoft 365 environments, including:

  • Exchange Online

  • Microsoft Teams

  • SharePoint Online

  • OneDrive

  • Entra ID (Azure AD)

  • Intune

  • Microsoft Defender

• Configure MFA, Conditional Access, and security policies.

• Manage mailboxes, shared mailboxes, distribution groups, and licensing.

Systems & Server Administration

• Administer Windows Server environments.

• Manage Active Directory, Group Policy, DNS, DHCP, and file services.

• Configure and maintain NAS platforms such as Synology and QNAP.

• Manage backup, disaster recovery, and business continuity solutions.

• Perform server upgrades, migrations, and infrastructure improvements.

Endpoint Management & RMM

• Manage endpoints through RMM and monitoring platforms.

• Deploy operating systems, applications, updates, and security patches.

• Monitor system alerts and remediate issues proactively.

• Maintain IT asset registers and lifecycle management processes.

Project Management & Solution Design

• Participate in IT infrastructure projects from planning through implementation.

• Assist with solution design, scoping, documentation, and deployment.

• Coordinate with internal stakeholders and external vendors.

• Ensure project milestones and deadlines are met.

Task Management & Prioritization

• Effectively categorize, prioritize, and manage competing support requests.

• Balance project work with operational support responsibilities.

• Respond to urgent and ad-hoc business requirements.

• Demonstrate initiative in identifying and resolving potential IT risks.

Essential Skills & Experience

• Experience providing Level 1–3 IT support.

• Strong troubleshooting and problem-solving skills.

• Experience supporting multi-site environments.

• Hands-on experience with Microsoft 365 administration.

• Experience with UniFi networking and wireless solutions.

• Windows Server administration experience.

• Experience with NAS storage solutions and backup systems.

• Knowledge of networking concepts including:

  • TCP/IP

  • DNS

  • DHCP

  • VLANs

  • VPNs

  • Routing

  • Network Security

• Experience with RMM and endpoint management platforms.

• Excellent communication and documentation skills.

• Ability to work independently and manage multiple priorities.

Preferred Qualifications

• Cisco CCNA

• CompTIA A+

• Microsoft Certifications (MS-900, AZ-900, MD-102, MS-102)

• Experience with Intune and Microsoft Defender

• Project Management experience

• Experience with cloud migrations and infrastructure projects

• Experience supporting multi-site retail, dealership, or enterprise environments

Personal Attributes

• Highly organized and detail-oriented.

• Strong ability to prioritize and multitask.

• Customer-focused approach.

• Self-motivated and proactive.

• Willingness to travel between sites when required.

• Ability to work under pressure and meet deadlines.