L2 IT Support

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 as escalation point 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 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.
• Assist with infrastructure, networking, and cloud platform support as required.
• 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 when required for issue resolution.
• Ensure all work aligns with organisational security, 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 duties as reasonably required 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.g. 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 expe