IT Support Analyst (Level 1 - Level 2)

Remote; San Francisco (CA); Remote; USD 41,000 - 62,000; Full time

Job summary

Remote is seeking an IT Support professional to join our Adelaide-based MSP team. You will handle day‑to‑day helpdesk work, perform Microsoft 365 administration, and manage phone systems, with emphasis on secure, end‑to‑end ticket resolution.

The role involves remote troubleshooting, documenting processes, and assisting with PSA/RMM tools. Ideal candidates have MSP experience and strong English communication skills.

Qualifications

• Hands-on Microsoft 365 administration across Entra and Exchange Online.
• Experience with Microsoft 365 Admin Center tasks (identity, mail, licenses).
• Hands-on admin for a business or hosted phone system.

Responsibilities

• Handle helpdesk tickets via phone, email, and portal with minimal escalation.
• Remotely troubleshoot and resolve issues across client environments.
• Maintain SOPs, checklists and clear documentation.

Skills

Microsoft 365 admin

Entra and Exchange Online

Phone system admin

Customer-facing communication

Documentation writing

Security awareness

Education

IT qualification or certification

Tools

Autotask

Datto RMM

IT Glue

3CX or Yeastar

Job description

Defining the future of work & living globally

Our client is an Adelaide-based managed service provider (MSP) delivering day-to-day IT support to a range of client environments. They are looking for a capable, client-focused IT Support team member for whom ticket resolution is the core of the role: working helpdesk tickets by phone, email and portal, from routine requests to technically complex issues, resolved end to end with minimal escalation. They also need someone who brings real Microsoft 365 administration skills and hands‑on phone system administration to the team.

ABOUT THE ROLE

This is a hands‑on support role covering day‑to‑day work across a range of client environments. Ticket resolution is the core of the role: working helpdesk tickets by phone, email and portal, from routine requests to technically complex issues, resolved end to end with minimal escalation. The work includes remoting into client devices to troubleshoot and resolve issues, and keeping clear, accurate documentation.

A key part of the role is assisting with Microsoft 365 administration and general MSP support work. The client needs someone with genuine admin‑level Microsoft 365 experience in Entra and Exchange Online, not end‑user experience.

Hands‑on phone system administration is required.

The person will write and maintain SOPs, checklists and documentation.

PRIMARY PURPOSE

To provide prompt, accurate and professional IT support to the client's customers, resolve helpdesk tickets and remote support requests, handle Microsoft 365 administration tasks securely and correctly, and keep documentation clear and up to date so the whole team can work efficiently.

KEY RESPONSIBILITIES

Helpdesk & Client Support

• Answer phones and respond to support requests from clients in a professional, friendly way
• Work through helpdesk tickets, prioritising sensibly, updating tickets as work progresses and escalating when needed
• Communicate clearly with non‑technical users, setting expectations and following through

Remote & Technical Troubleshooting

• Remote into client devices to troubleshoot and resolve issues
• Resolve day‑to‑day issues across a range of client environments, including user accounts, email, devices and connectivity

Microsoft 365 Administration

• Assist with Microsoft 365 administration through the Microsoft 365 Admin Center, including users, licences, mailboxes and access
• Carry out day‑to‑day admin tasks: users, licences, MFA, mailboxes, shared mailboxes, groups and message trace
• Support M365 across multiple users and businesses, with exposure to Intune, SharePoint and Teams administration

Phone Systems

• Administer and support client phone systems (extensions, ring groups, call flows, IVRs, SIP trunks, handset provisioning) and troubleshoot call routing and quality

Security Response

• Act on alerts from the client's monitoring tools, such as suspicious sign‑ins or compromised accounts.
• Contain the issue (revoke sessions, reset credentials, review MFA methods), check for persistence (mailbox rules, forwarding, unrecognised app consents), then elevate and document, not just fix the symptom.
• Verify the requester's identity before sensitive changes such as password or MFA resets.

MSP Support & Tools

• Assist with general MSP support work for the client's customers
• Use the client's ticketing, remote monitoring and documentation tools. Experience with a PSA/ticketing platform, an RMM and a documentation platform is required (Autotask, Datto RMM and IT Glue are preferred, but equivalent platforms are accepted)
• Provide support for networking (UniFi configuration and maintenance) as skills allow, with team guidance

Documentation

• Maintain clear and accurate documentation, including ticket notes and client environment records
• Follow the team's ticketing and documentation standards consistently
• Write and maintain SOPs, checklists and how‑to guides

Automation and Improvement

• Identify repetitive tasks and look for ways to automate them, including with AI or scripting, while handling client data responsibly

Remote. Full‑time, working Adelaide business hours. Reliable internet, power backup and a suitable workspace required.

MUST-HAVE (ESSENTIAL)

• Hands‑on Microsoft 365 administration experience across Microsoft Entra (Identity) and Exchange Online (end‑user M365 experience alone is not sufficient)
• In‑depth knowledge and experience of the Microsoft 365 Admin Center (identity, Exchange and related admin tasks)
• Hands‑on administration of a business or hosted phone system
• Experience with a PSA/ticketing platform, an RMM and an IT documentation platform
• Experience writing SOPs, checklists and technical documentation
• Client‑facing experience and a calm, professional phone manner
• Clear, professional spoken and written English
• Sound security judgement: verifies identity before sensitive changes and recognises and escalates a compromised account

NICE-TO-HAVE (FAVOURABLE / PREFERRED)

• Big bonus: practical experience using AI, scripting or workflow automation to save time. It doesn't have to be a specific language or tool.
• Strong preference: MSP or service desk experience supporting multiple businesses.
• Strong preference: Autotask, Datto RMM and IT Glue, and 3CX or Yeastar.
• Strong preference: networking (UniFi, firewalls, VPN, Wi‑Fi).
• Strong preference: Intune, plus familiarity with Defender and Conditional Access.
• 2+ years of IT support experience.
• A relevant IT qualification or certification (for example MS-900, MS-102, MD-102 or CompTIA).
• SharePoint and Teams administration.
• Experience supporting Australian or ANZ clients.