IT Support Analyst (Level 1 - Level 2) - TESTING

ABOUT THE COMPANY

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

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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.

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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.

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Hands-on phone system administration is required.

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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.