IT Support Analyst (Level 1 - Level 2)

About the Company

Our client is an Adelaide-based managed service provider (MSP) delivering day-to-day IT support to a diverse portfolio of around 70 client businesses, each with its own technology environment and ways of working. 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. This is a newly created full-time position that expands the existing team.

About the Role

• 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. The diversity of client environments calls for broad, hands-on problem solving: you will diagnose and resolve issues across email, devices, networking, backups and applications, escalating to senior team members where appropriate.

• 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.

• Hands-on phone system administration is required.

• The person will create, update and maintain SOPs, checklists and documentation, and will help formalise the team's technical expertise into structured, reusable guides, for example by documenting troubleshooting sessions held over Teams.

• Prior experience in a managed service provider environment is required. The ideal candidate is a versatile technician with broad technical capability who can take a problem from first contact through to resolution across a variety of client environments.

• Indicative workload is around 10 new tickets per day, with the role weighted approximately 70% to ticket work and 30% to telephone support, which primarily supplements the local team when call volumes are high. Capacity between tickets is directed to proactive work such as documentation, client-specific records, network diagrams and floor plans.

• A structured onboarding period of at least two weeks, including shadowing and call observation, is provided before you begin handling calls independently.

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 create and keep documentation clear and up to date so the whole team can work efficiently.

KEY RESPONSIBILITIES: Helpdesk & Client Support

• Answer phones and respond to support requests from clients in a professional, friendly way. Telephone support primarily supplements the local team during peak periods, following the onboarding period

• Work through helpdesk tickets, prioritising sensibly, updating tickets as work progresses and escalating when needed

• Take ownership of issues from first contact to resolution, escalating to senior team members where appropriate with clear, complete notes

• Communicate clearly with non-technical users, setting expectations and following through

Remote & Technical Troubleshooting

• Remote into client devices to troubleshoot and resolve issues

• Resolve day-to-day issues across a range of client environments, including user accounts, email, devices and connectivity

• Remotely configure and set up laptops and desktops for client onboarding, including software, security settings and user setup, and support larger workstation rollouts

• Adapt readily to a variety of client environments, each with its own technology and processes

Microsoft 365 Administration

• Assist with Microsoft 365 administration through the Microsoft 365 Admin Center, including users, licences, mailboxes and access

• Carry out day-to-day admin tasks: users, licences, MFA, mailboxes, shared mailboxes, distribution lists, groups and message trace

• Support M365 across multiple users and businesses, with exposure to Intune, SharePoint and Teams administration

Phone Systems

• Administer and support client phone systems (extensions, ring groups, call flows, IVRs, SIP trunks, handset provisioning) and troubleshoot call routing and quality

Security Response

• Act on alerts from the client's monitoring tools, such as suspicious sign-ins or compromised accounts.

• Contain the issue (revoke sessions, reset credentials, review MFA methods), check for persistence (mailbox rules, forwarding, unrecognised app consents), then escalate and document, not just fix the symptom.

• Verify the requester's identity before sensitive changes such as password or MFA resets.

MSP Support & Tools

• Assist with general MSP support work for the client's customers

• Use the client's ticketing, remote monitoring and documentation tools. Experience with a PSA/ticketing platform, an RMM and a documentation platform is required (Autotask, Datto RMM and IT Glue are preferred, but equivalent platforms are accepted)

• Provide support for networking (UniFi configuration and maintenance) as skills allow, with team guidance

Documentation

• Maintain clear and accurate documentation, including ticket notes and client environment records

• Follow the team's ticketing and documentation standards consistently

• Create and update SOPs, checklists and how-to guides, including client-specific documentation such as network diagrams and floor plans, using the team's documentation platform

• Document the team's technical knowledge in structured SOPs, for example by recording a troubleshooting session over Teams and developing a guide from it

Automation and Improvement

• Identify repetitive tasks and look for ways to automate them, including with AI or scripting, while handling client data responsibly

• Use AI tools such as Claude or ChatGPT to speed up troubleshooting and documentation, while protecting client data

Hours & Location

• Remote, home based in the Philippines. Full-time, 8:00 am to 5:00 pm Adelaide time, inclusive of an unpaid one-hour break. Start and finish times may be adjusted by up to an hour, and final working hours will be confirmed prior to commencement. Reliable internet, power backup and a suitable workspace required.

MUST-HAVE (ESSENTIAL):

• Hands-on Microsoft 365 administration experience across Microsoft Entra (Identity) and Exchange Online (end-user M365 experience alone is not sufficient)

• In-depth knowledge and experience of the Microsoft 365 Admin Center (identity, Exchange and related admin tasks)

• Minimum 2 years of MSP experience supporting multiple clients, with strong end-to-end troubleshooting capability and adaptability across varied environments

• Hands-on administration of a business or hosted phone system

• Experience with a PSA/ticketing platform, an RMM and an IT documentation platform

• Experience remotely configuring and deploying laptops and desktops

• Experience writing SOPs, checklists and technical documentation

• Client-facing experience and a calm, professional phone manner

• Clear, professional spoken and written English

• Sound security judgement: verifies identity before sensitive changes and recognises and escalates a compromised account

NICE-TO-HAVE (FAVOURABLE / PREFERRED):

• Big bonus: practical experience using AI tools such as Claude or ChatGPT, scripting or workflow automation to save time, including examples of projects built with AI. It doesn't have to be a specific language or tool.

• Strong preference: Autotask, Datto RMM and IT Glue, and 3CX or Yeastar.

• Strong preference: networking (UniFi, firewalls, VPN, Wi-Fi).

• Strong preference: Intune, plus familiarity with Defender and Conditional Access.

• Demonstrated hands-on experience is weighted more heavily than formal academic qualifications. A relevant IT qualification or certification (for example MS-900, MS-102, MD-102 or CompTIA) is advantageous but not essential.

• SharePoint and Teams administration.

• Experience supporting Australian or ANZ clients.

HOW TO APPLY

Please submit a CV along with a short cover note outlining your M365 administration experience (Entra and Exchange Online), your MSP experience (number of years and approximate number of clients supported), phone system experience, the PSA, RMM and documentation platforms you have used, your experience remotely configuring laptops and desktops, helpdesk or MSP experience, and your availability for full-time work during Adelaide business hours. If you have used AI or automation to save time in your work, include a brief example, and if possible describe an SOP or guide you have written (confidential details can be left out). Shortlisted candidates will be contacted to progress to the next stage of the process.