IT Support Administrator

LevelBlue reduces risk and builds lasting resilience so organizations can innovate and advance their mission with confidence. As the world’s most analyst-recognized and largest pure-play managed security services provider, LevelBlue elevates client outcomes that matter: stronger defense, faster response, and sustained business continuity. LevelBlue combines AI-powered security operations, advanced threat intelligence, and elite human expertise to provide the most comprehensive portfolio of strategic advisory, managed security, offensive security, and incident response services.

IT Support Administrator – End User Services (Sydney) Location: Hybrid - primarily remote (Australia) with 1-2 days per week in the Sydney office as needed 

Reports to: Manager, End User Services / Global End User Services 

Team: Corporate IT - End User Services (EUS)

Role Overview This is a hybrid role supporting LevelBlue employees worldwide as part of the Global End User Services team. You will primarily work remotely while delivering high-quality Level 1 and Level 2 support with a strong focus on both Windows and macOS environments. The role combines ticket ownership, remote support, endpoint management, and continuous improvement of the end-user experience, with an expectation of 1-2 days per week in the Sydney office as needed for hardware handling, collaboration, or operational requirements.

Key Responsibilities

• Deliver Level 1 and Level 2 support to end users via phone, email, chat, and the Freshservice ticketing platform
• Troubleshoot and resolve hardware, software, and connectivity issues for Windows PCs, MacBooks, mobile devices, printers, peripherals, and A/V equipment
• Support remote and hybrid users using modern endpoint management tools
• Provision, maintain, and deprovision user and computer accounts in Microsoft Entra ID
• Manage the support ticket queue - triage, prioritize, resolve, or escalate appropriately while maintaining clear communication with users
• Create and maintain accurate documentation, knowledge base articles, and standard operating procedures
• Assist with local equipment procurement, vendor coordination, and asset inventory management in Australia
• Contribute to process improvements and knowledge sharing across the global EUS team
• Participate in an occasional after-hours on-call roster as required
• Attend the Sydney office 1-2 days per week as needed for hardware handling, team collaboration, or other operational requirements

Required Experience & Skills

• 2+ years of IT support / helpdesk experience
• Demonstrated ability to own tickets end-to-end with excellent customer service and clear written/verbal communication
• Solid hands-on experience supporting both Windows (10/11) and macOS environments
• Proficiency with Microsoft 365 (Outlook, Teams, OneDrive, SharePoint, and core Office applications)
• Experience administering users and devices in Microsoft Entra ID
• Working knowledge of remote access / VPN solutions and basic networking (TCP/IP, DHCP, DNS)
• Experience with endpoint management tools (Jamf Pro, Microsoft Intune, or similar)
• Familiarity with common end-user hardware (laptops, MacBooks, printers, smartphones, peripherals)

Preferred / Nice-to-Have

• Experience with Jamf Pro for Mac management
• Microsoft Intune experience
• Basic scripting or automation skills (PowerShell, Bash, or Jamf scripting)
• Strong security awareness and understanding of cybersecurity best practices
• Relevant certifications (CompTIA A+, Microsoft Fundamentals / M365, Jamf, ITIL Foundation)
• Prior experience in a security, MSSP, or regulated environment

Personal Attributes

• Genuine passion for customer service and improving the end-user experience
• Ability to work independently, prioritize effectively, and adapt to shifting demands
• Strong written and verbal communication skills
• Comfortable collaborating across time zones with a global team
• Willingness to participate in an occasional on-call rotation
• Ability to attend the Sydney office 1-2 days per week as required

Education:

• A high school diploma or equivalent is required; a college or university degree is a plus.

This role is open to candidates legally authorized to work in Australia. At LevelBlue, including teams that previously operated as Trustwave, we support flexible work and bring people together in person for key moments based on role, team, and business needs.

LevelBlue is committed to a culture of respect, inclusion, and equal opportunity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age, or any other status protected under applicable law.

To all agencies: Please do not contact LevelBlue employees outside of the Talent Acquisition team. LevelBlue’s policy is to only accept resumes from agencies through its approved agency process and with a valid agreement in place. Any resume submitted outside this process will be considered the property of LevelBlue, and no fee will be paid if a candidate is hired from such a submission.

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