IT Support Officer – Level 2

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.