IT Support Engineer

• Broad troubleshooting capability across internal IT systems and technologies.

Tools & Systems

• Microsoft Intune and endpoint management.

• Microsoft Entra ID administration.

• Active Directory and Windows Server.

• Exchange Online administration.

• OneDrive and SharePoint Online administration.

• PowerShell for routine administration and troubleshooting.

• Hybrid Microsoft identity environments.

• Azure fundamentals.

• Mobile device and business telephony support.

• Relevant Microsoft certifications.

Professional & Interpersonal Skills

• Strong written and verbal communication skills.

• Methodical troubleshooting skills with sound escalation judgement.

• Strong ownership and consistent follow-through on technical issues.

• Ability to prioritise competing incidents and service requests effectively.

• Clear technical documentation and proactive communication with users.

• Collaborative approach when working with support colleagues and senior engineers.

• Ability to manage routine support requests alongside more complex incidents.

• Comfortable supporting a broad range of internal IT responsibilities.

• Effective collaboration with users and colleagues in a remote environment.

• Adaptable and practical approach within a fast-paced environment where priorities may change.

• Proactive problem-solving mindset and willingness to investigate unfamiliar technical issues.

• Ability to learn quickly and take issues through to resolution or appropriate escalation.

Responsibilities

• Monitor and manage incidents and service requests through Jira Service Management, prioritising work according to business impact and agreed service levels.

• Deliver remote L1/L2 support for Windows laptops, desktop applications, peripherals, and workplace technology.

• Triage incoming requests and resolve both routine first-line issues and more complex L2 incidents where appropriate.

• Take broad ownership of internal IT issues across multiple systems and technologies.

• Collaborate with L1 support colleagues and L3/senior engineers, escalating infrastructure and complex technical issues when required.

• Troubleshoot Microsoft 365 services, including Outlook, Exchange Online, Teams, OneDrive, and SharePoint Online.

• Perform routine Microsoft 365 administration covering user accounts, licences, group memberships, permissions, and access.

• Administer Microsoft Entra ID users and investigate sign-in problems, account lockouts, and multifactor authentication issues.

• Process approved user onboarding, offboarding, and access changes in accordance with internal procedures.

• Diagnose Windows operating system, application installation, configuration, and performance issues.

• Troubleshoot workplace devices including printers, photocopiers, headsets, mice, and related peripherals.

• Investigate connectivity issues involving Wi-Fi, DNS, DHCP, and remote access, escalating infrastructure changes when necessary.

• Provide initial troubleshooting for mobile devices and fixed-line telephony.

• Investigate relevant system and server issues within assigned permissions and engage senior engineers when deeper intervention is required.

• Escalate complex incidents with comprehensive troubleshooting notes, findings, and clear details of business impact.

• Maintain accurate ticket records and provide users with timely progress and resolution updates.

• Support effective use of the Jira portal and document repeatable solutions to help users and support colleagues resolve common technical issues.

How we take care of our team

💰 Get paid in Australian Dollars

🏥 Medical insurance from day one for you + spouse (or parents if unmarried)

🩺 Generous OPD coverage from doctor visits to all your medical needs

🏡 Home office setup allowance to build your ideal workspace

🌐 Internet allowance to keep you connected

💪 Gym & wellness allowance to stay fit and balanced

🎉 Work hard, play hard – regular team events & engagement activities

🧠 Diji Assist – Mental health & counseling support when you need it

📚 We invest in you – reimbursement for industry certifications

🗣️ Open-door culture – your ideas and feedback always matter

🌍 Flexible work – home or office, wherever you do your best work

🏆 Rewards & recognition that actually recognize you

🥳 Great christmas & financial year-end parties to unwind with your loved ones

Originally posted on Himalayas

• IT Support Engineer
• Technical Support Engineer
• Helpdesk Engineer
• IT Helpdesk Technician

Source: Himalayas