L2 IT Support

Acquire Intelligence; Quezon City; On-site; PHP 3,072,000 - 4,388,000; Full time

Job summary

Grosvenor Engineering Group seeks an IT Support Analyst – Level 2 to provide advanced technical support across Microsoft‑centric environments. You will handle second‑level support, manage endpoints, cloud identities, and collaboration tools, and contribute to continual service improvement.

The role requires strong technical capability in Microsoft technologies, customer service, thorough documentation, and the ability to work autonomously and with others in a professional IT setting.

Qualifications

• 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 (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.

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.
• 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.
• Assistwith infrastructure, networking, and cloud platform support asrequired.
• 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 whenrequiredfor issue resolution.
• Ensure all work aligns withorganisationalsecurity, 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 dutiesas reasonablyrequired by management.

Skills

MS 365 admin

Active Directory

Entra ID

Intune device mgmt

Windows Server

Networking basics

Security tools

Troubleshooting

IT ticketing

Documentation

Education

Relevant IT qualification

Diploma or Degree in IT

Tools

PowerShell

Azure infrastructure

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

POSITION DETAILS

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 asescalationpoint 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 performanceoptimisation.

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.

Assistwith infrastructure, networking, and cloud platform support asrequired.

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 whenrequiredfor issue resolution.

Ensure all work aligns withorganisationalsecurity, 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 dutiesas reasonablyrequired 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

TECHNICAL SKILLS & EXPERIENCE

Essential

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.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 toprioritiseand 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

WORK HEALTH & SAFETY RESPONSIBILITIES

Employees must:

• 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!