IT Support Administrator

Job Description

Reports to: Manager, End User Services / Global End User Services
Team: Corporate IT – End User Services (EUS)
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

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

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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