IT Support Officer (L2)

About the Role

Tes is seeking a proactive and customer-focused IT Support Officer (L2) to join our IT Operations team in Osborne Park. In this hands-on role, you will provide technical support to employees across the business, ensuring a seamless technology experience through effective incident resolution, user lifecycle management, and ongoing maintenance of core IT systems.

Working in a hybrid environment (3 days in the office, 2 days WFH), you will play a key role in supporting both remote and office-based staff, helping to keep our systems secure, accessible, and functioning efficiently.

Key Responsibilities

User Lifecycle Management (Joiners, Movers & Leavers)

• Manage the end-to-end onboarding, internal transfer, and offboarding process for employees.
• Provision and administer user accounts, groups, permissions, and licences across Microsoft 365 and Entra ID.
• Coordinate the distribution and collection of laptops, peripherals, and other IT equipment.
• Ensure users have the appropriate technology and access from day one.

Technical Support & Ticket Resolution

• Provide Level 2 support across Windows and Mac environments.
• Troubleshoot issues relating to Microsoft 365, VoIP systems, VPN connectivity, wired and wireless networks, and Sophos endpoint security.
• Manage incidents and service requests through FreshDesk or similar ticketing platforms.
• Maintain accurate documentation, knowledge base articles, and ticket records.
• Collaborate with internal technical teams to deliver timely and effective solutions.

Office & Asset Management

• Maintain a regular onsite presence three days per week to support hardware deployment, equipment maintenance, and user assistance.
• Ensure IT asset registers, hardware records, and software inventories remain accurate and up to date.

About You

You are a technically capable IT professional with a strong customer service mindset and a passion for delivering high-quality support. You enjoy solving problems, building relationships with stakeholders, and working collaboratively within a service-oriented team.

Essential Skills & Experience

• Experience managing user accounts, permissions, and onboarding/offboarding processes within Entra ID.
• Strong knowledge of Microsoft 365 administration and end-user support.
• Experience supporting Windows and Mac desktop environments.
• Proven experience working within FreshDesk or a similar ITSM/ticketing platform.
• Strong troubleshooting skills across wired networks, Wi-Fi, VPN technologies, and Sophos endpoint security.
• Experience supporting VoIP hardware and software.
• Excellent communication skills and a collaborative approach to problem-solving.

Desirable

• Exposure to Microsoft Intune administration.
• Understanding of ITIL principles and best practices.
• Previous customer service experience in a fast-paced environment.

About Tes

Tes is a global EdTech leader, on a mission to empower schools and educators to deliver impactful, inspiring learning experiences worldwide. We understand the unique challenges faced by schools, and our ecosystem is specifically designed to address these needs head-on.

Why Tes

Our intuitive technology streamlines complex tasks, enhances learning experiences, and alleviates the administrative burdens that often overwhelm schools. By working closely with schools, we provide up-to-date resources, expert guidance, and a technology ecosystem dedicated to innovation and excellence in education.

Empowering Educators Worldwide

Whether simplifying administrative workflows, creating dynamic classrooms, or advancing professional development, Tes is the trusted partner for schools worldwide. Join the hundreds of schools already benefiting from the Tes ecosystem. Together, we empower educators to achieve more, ensuring every student thrives in a supportive, well-managed learning environment. With Tes, excellence in education is not just a goal – it's a sustainable and rewarding reality. For more information, visit www.tes.com