L2 IT Support

Acquire Intelligence; Quezon City; On-site; PHP 3,632,478 - 4,700,854; Full time

Job summary

Grosvenor Engineering Group is seeking a skilled IT Support Analyst – Level 2 to deliver advanced technical support across Microsoft-centric environments. This role focuses on end-user computing, cloud platforms, identity services, endpoint management, and security controls within an Australian IT service framework.

The position serves as a Level 2 escalation and requires strong technical capability, documentation discipline, and the ability to work autonomously or with a team in a professional

Qualifications

• Minimum 3 years IT support in a corporate environment.
• Strong experience supporting Microsoft ecosystems.
• Hands-on administration of Microsoft 365 tenant services.
• Windows 10/11 and Windows Server support.
• Identity and access management experience.
• Experience with device management platforms (e.g. Intune).
• Active Directory and Entra ID administration.
• Understanding of networking fundamentals (DNS, DHCP, TCP/IP, VPN).
• Experience with security tools and endpoint protection.
• Strong troubleshooting and root cause analysis capability.
• Experience working with ticketing/service management systems.
• Technical documentation skills.

Responsibilities

• Provide Level 2 IT support for incidents and requests across endpoints, servers, identity, cloud platforms, and business applications.
• Act as escalation point for complex technical issues unresolved by Level 1 support.
• Administer Microsoft 365 services including Exchange Online, Teams, SharePoint, OneDrive, Entra ID, Intune, Defender, and Purview.
• Support Windows desktop and server environments including configuration, troubleshooting, patching, and performance optimisation.
• Manage user lifecycle processes including provisioning, licensing, permissions, and deprovisioning using least-privilege principles.
• Support endpoint deployment, configuration, and compliance using modern device management platforms.
• Investigate and remediate security alerts, vulnerabilities, and policy breaches in collaboration with cybersecurity stakeholders.
• Assist with infrastructure, networking, and cloud platform support as required.
• Maintain documentation, knowledge base articles, and standard operating procedures.
• Participate in technology rollouts, upgrades, testing, and project delivery activities.
• Monitor system health, performance, and reliability and proactively address issues.
• Engage vendors and third‑party providers when required for issue resolution.
• Ensure all work aligns with organisational security, governance, and compliance requirements.
• Provide excellent customer service and clear communication to technical and non‑technical stakeholders.
• Contribute to continuous improvement of IT processes, automation, and service delivery maturity.

Skills

Microsoft 365 ecosystems

Windows 10/11 support

Windows Server support

Identity and access management

Intune administration

Entra ID administration

Active Directory administration

Networking fundamentals

Security tools & endpoint protection

Troubleshooting & root cause analysis

Ticketing systems

Technical documentation

PowerShell scripting

Education

Relevant IT qualification or equivalent

Diploma or Degree in Information Technology

Tools

Intune

Azure

Job description

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

Position Description

Job Title: IT Support Analyst – Level 2

Functional Unit: Shared Services – Information Technology

Location: Moorebank, NSW

Reporting To: IT Service Delivery Manager

Employment Status: Full Time

Direct Reports: Nil

Company Purpose

To enrich people’s lives by transforming the built environment.

Position Summary

The IT Support Analyst – Level 2 is responsible for providing advanced technical support across Grosvenor Engineering Group’s Microsoft‑centric technology environment. This role delivers second‑level support for end‑user computing, cloud platforms, identity services, endpoint management, security controls, and collaboration systems.

The position acts as an escalation point from Level 1 support, performs technical troubleshooting, supports infrastructure and cloud services, contributes to continuous improvement, and ensures services align with Australian IT service delivery standards and best practice frameworks such as ITIL.

The role requires strong technical capability across Microsoft technologies, excellent customer service skills, documentation discipline, and the ability to operate both autonomously and collaboratively within a professional IT environment.

Key Responsibilities

• Provide Level 2 technical support for incidents and service requests across endpoints, servers, identity, cloud platforms, and business applications.
• Act as escalation point for complex technical issues unresolved by Level 1 support.
• Administer and support Microsoft 365 services including Exchange Online, Teams, SharePoint, OneDrive, Entra ID, Intune, Defender, and Purview.
• Support Windows desktop and server environments including configuration, troubleshooting, patching, and performance optimisation.
• Manage user lifecycle processes including provisioning, licensing, permissions, and deprovisioning using least‑privilege principles.
• Support endpoint deployment, configuration, and compliance using modern device management platforms.
• Investigate and remediate security alerts, vulnerabilities, and policy breaches in collaboration with cybersecurity stakeholders.
• Assist with infrastructure, networking, and cloud platform support as required.
• Maintain documentation, knowledge base articles, and standard operating procedures.
• Participate in technology rollouts, upgrades, testing, and project delivery activities.
• Monitor system health, performance, and reliability and proactively address issues.
• Engage vendors and third‑party providers when required for issue resolution.
• Ensure all work aligns with organisational security, governance, and compliance requirements.
• Provide excellent customer service and clear communication to technical and non‑technical stakeholders.
• Contribute to continuous improvement of IT processes, automation, and service delivery maturity.

Perform Other Duties As Reasonably Required By Management.

Key Performance Indicators

• Incident and request resolution within agreed SLAs
• Customer satisfaction scores
• First contact resolution contribution
• Documentation quality and completeness
• System uptime and service reliability
• Security compliance adherence
• Successful delivery of assigned projects and tasks

Essential

Technical Skills & Experience

• Minimum 3 years IT support experience in a corporate environment
• Strong experience supporting Microsoft ecosystems
• Hands‑on administration of Microsoft 365 tenant services
• Windows 10/11 and Windows Server support
• Identity and access management experience
• Experience with device management platforms (e.g. Intune or equivalent)
• Active Directory and Entra ID administration
• Understanding of networking fundamentals (DNS, DHCP, TCP/IP, VPN)
• Experience with security tools and endpoint protection
• Strong troubleshooting and root cause analysis capability
• Experience working within ticketing/service management systems
• Technical documentation skills

Desirable

• Relevant Microsoft certifications
• ITIL Foundation or equivalent
• Experience supporting Azure infrastructure
• PowerShell scripting capability
• Exposure to backup, disaster recovery, and business continuity solutions
• Experience supporting mobile device platforms
• Understanding of compliance and regulatory frameworks

Qualifications

• Essential: Relevant IT qualification or equivalent industry experience.
• Desirable: Diploma or Degree in Information Technology or related discipline.

BEHAVIOURAL COMPETENCIES

• Strong analytical and problem‑solving skills
• Professional communication and stakeholder engagement
• Ability to prioritise and manage workload effectively
• High attention to detail
• Commitment to continuous learning
• Team‑oriented mindset
• Customer‑focused approach
• Ability to work under pressure in a fast‑paced environment

Employees Must

WORK HEALTH & SAFETY RESPONSIBILITIES

• Maintain a safe working environment
• Follow all WHS procedures and policies
• Report hazards, incidents, and near misses
• Participate in safety initiatives
• Take reasonable care for their own safety and others

Join the A-Team and experience the A-Life!