About the role

The IT Support Officer – Level 2 is responsible for providing advanced technical support and operational ownership of Corporate IT services. The role resolves complex incidents and service requests escalated from Level 1 Support while ensuring reliable, secure and efficient operation of workplace technology.

Working closely with Infrastructure, Cloud, Identity, Security and Enterprise Application teams, this role proactively improves the end-user experience through automation, problem management, knowledge sharing and continual service improvement.

Business Unit / Department: Technology & Security

Reporting To (Title): IT Service Team Lead

Employment Type: 12 months Fixed term contract

Work Pattern: Full-time, 38 hours per week

Key responsibilities

This position description outlines the primary responsibilities of the role but is not exhaustive. Responsibilities may change in line with business priorities.

Provide advanced Level 2 support for complex incidents and service requests escalated from Level 1 Support.

Act as the technical escalation point for Level 1 engineers, providing mentoring, coaching and technical guidance.

Investigate and resolve complex issues across Microsoft 365, Microsoft Entra ID, Active Directory, Intune, Windows, macOS, collaboration platforms and enterprise applications.

Administer endpoint management platforms, device provisioning, software deployment and lifecycle management.

Support identity and access management activities, including user provisioning, Conditional Access, Multi-Factor Authentication and access troubleshooting.

Manage escalated incidents through to resolution while providing regular communication to customers and stakeholders.

Perform root cause analysis and implement permanent corrective actions to reduce recurring incidents.

Develop automation and scripting solutions, including PowerShell, to improve operational efficiency and reduce manual effort.

Contribute to change implementation, platform upgrades and technology refresh activities.

Liaise with Infrastructure, Cloud, Network, Security and third-party vendors to resolve complex technical issues.

Develop and maintain technical documentation, standard operating procedures and knowledge base articles.

Monitor platform health and proactively identify opportunities to improve reliability, performance and user experience.

Ensure all work complies with security standards, operational procedures and governance requirements.

Participate in Major Incident response and after-hours support when required.

Key deliverables / Outcomes

Describe measurable outputs or results expected from the role.

Resolution of Level 2 incidents and requests within agreed service levels.

High levels of customer satisfaction and service quality.

Reduction in recurring incidents through effective problem management.

Accurate and comprehensive technical documentation and knowledge articles.

Increased automation and operational efficiency across Corporate IT services.

Secure, stable and compliant operation of Corporate IT platforms.

Continuous improvement of support processes and end-user experience.

Key relationships

Internal

IT Service Team Lead

Level 1 Support Officers

Cyber Security

Network Services

Enterprise Applications

External

Technology vendors and suppliers

Managed Service Providers

Hardware manufacturers

Telecommunications providers (where required)

Skills, Experience and Qualifications

Essential

3-5 years’ experience supporting enterprise IT environments.

Demonstrated experience administering Microsoft 365, Microsoft Entra ID and Active Directory.

Experience supporting Microsoft Intune, Windows Autopilot and enterprise endpoint management.

Strong troubleshooting skills across Windows, macOS, Microsoft 365, networking fundamentals and identity services.

Experience with Microsoft Teams, Exchange Online, SharePoint Online and OneDrive.

Strong understanding of endpoint security, device compliance and enterprise security practices.

Experience using Jira Service Management or another enterprise ITSM platform.

Experience performing structured root cause analysis and problem management.

Experience with PowerShell scripting or automation.

Excellent communication and customer service skills.

Ability to manage multiple competing priorities while maintaining a high standard of service.

Desirable

Experience with Okta.

Experience with Jamf Pro.

Experience with Microsoft Defender for Endpoint.

Experience supporting Zero Trust or Cloudflare Access environments.

ITIL Foundation certification.

Microsoft Modern Workplace certifications.

Diploma or Degree in Information Technology, Computer Science or a related discipline, or equivalent industry experience.

Attributes

Customer Focus – Delivers an outstanding customer experience through professional, responsive and outcome-focused support.

Ownership – Takes accountability for issues through to resolution and follows through on commitments.

Continuous Improvement – Identifies opportunities to simplify, automate and improve services.

Collaboration – Works effectively across Technology teams and shares knowledge openly.

Technical Curiosity – Continuously develops technical capability and embraces new technologies.

Problem Solving – Uses analytical thinking to diagnose issues and implement long-term solutions.

Adaptability – Responds effectively to changing priorities and business needs.

Integrity – Demonstrates professionalism, discretion and alignment company Values and Code of Conduct.

Safety First – Supports and promotes a safe workplace while complying with all WHS obligations. Degree in Information Technology, Computer Science or a related discipline, or equivalent industry experience.