As the Technical Support Specialist, you will be a first point of contact for day-to-day technology support across our Sydney office, helping approximately 250 staff stay productive. This is a hands-on Level 1 and Level 2 support role covering end-user support, device and access administration, service requests and workplace technology. 

You will work alongside an existing Technical Support Specialist and escalate more complex issues to them, the IT Operations Manager or our managed service provider. We are looking for someone who can take ownership of requests, communicate confidently with staff at all levels and become productive quickly with limited supervision. 

Key Responsibilities 

• Provide responsive Level 1 and Level 2 support across Windows, macOS, Microsoft 365 and everyday business applications, both in person and through the service desk. 
• Diagnose and resolve hardware, software, application and access issues, escalating complex matters where required and tracking them through to resolution. 
• Manage service requests and incidents in Freshservice, maintaining accurate records, keeping users informed and meeting agreed service levels. 
• Complete starter, mover and leaver activities, including account creation, access changes, licence management, device provisioning and secure offboarding. 
• Administer end-user devices through Microsoft Intune and perform routine Microsoft Entra ID administration, including accounts, groups and licences. 
• Maintain accurate device, asset and access records and support device patching, updates and equipment lifecycle activities. 
• Support Microsoft Teams Rooms, meeting-room technology, printers and other shared workplace technology, including setups for key meetings and office changes. 
• Coordinate support requests, repairs and replacements with our managed service provider, software vendors and hardware suppliers. 
• Maintain practical knowledge-base documentation, identify recurring issues and contribute to improvements that reduce repeat support requests. 
• Follow established access, change and security processes and maintain records required to support ISO 27001, APRA CPS 234 and audit obligations. 

Key skills and experience  

Must-haves 

• At least two years’ experience in service desk, desktop support or IT support within a corporate environment. 
• Hands-on experience supporting Microsoft 365 and administering Microsoft Entra ID, including accounts, groups and licences. 
• Practical endpoint management experience, ideally Microsoft Intune, including device enrolment, compliance and configuration. 
• Confidence supporting both Windows and macOS devices and troubleshooting common hardware, software and application issues. 
• Experience working with a ticketing or service management system, with strong attention to accurate records and follow-through. 
• Clear communication, sound judgement and the ability to manage competing support priorities with limited supervision. 

Nice-to-haves 

• Experience with Freshservice, SaaS administration, Microsoft Teams Rooms or working with a managed service provider. 
• Exposure to financial services or another regulated environment, including security, access-control or audit requirements. 
• Relevant certifications such as MS-900, MD-102, CompTIA A+ or ITIL Foundation.