MSP IT Support Analyst: 365 Admin & Phone Systems

Outsourcedstaff; United States; Remote; USD 46,000 - 63,000; Full time

Job summary

Outsourcedstaff is seeking an IT Support professional to provide hands‑on helpdesk support for Adelaide‑based MSP clients. You will handle Microsoft 365 administration, Entra and Exchange Online, and phone system administration while remoting into devices to troubleshoot issues.

The role emphasizes documenting procedures, SOPs, and ticket notes, with a strong focus on security and customer‑facing communication. Remote work with Adelaide business hours is offered.

Qualifications

• Hands-on Microsoft 365 administration across Entra and Exchange Online
• Experience with PSA/ticketing, RMM and IT documentation platforms
• Ability to write SOPs and technical documentation
• Client-facing communication in a professional manner

Responsibilities

• Answer phones and respond to support requests professionally
• Work through helpdesk tickets, prioritise, update and escalate when needed
• Remote into client devices to troubleshoot and resolve issues
• Administer Microsoft 365 tasks in Admin Center, including licences and MFA
• Support phone systems configuration and troubleshooting
• Follow security best practices and verify identity before sensitive changes

Skills

Microsoft 365 administration

Entra

Exchange Online

Customer-facing communication

English proficiency

Security best practices

Education

Relevant IT qualification or certification (e.g. MS-900, MS-102, MD-102, CompTIA)

Tools

Autotask

Datto RMM

IT Glue

Job description

Outsourcedstaff is seeking an IT Support professional to provide hands‑on helpdesk support for Adelaide‑based MSP clients. You will handle Microsoft 365 administration, Entra and Exchange Online, and phone system administration while remoting into devices to troubleshoot issues.

The role emphasizes documenting procedures, SOPs, and ticket notes, with a strong focus on security and customer‑facing communication. Remote work with Adelaide business hours is offered.