About this role
KEY RESPONSIBILITIES
▸ Helpdesk & Client Support
- Answer phones and respond to support requests from clients in a professional, friendly way
- Work through helpdesk tickets, prioritising sensibly, updating tickets as work progresses and escalating when needed
- 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
▸ 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, 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
- Write and maintain SOPs, checklists and how-to guides
▸ Automation and Improvement
- Identify repetitive tasks and look for ways to automate them, including with AI or scripting, while handling client data responsibly
▸ Hours & Location
- Remote. Full-time, working Adelaide business hours. 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)
- Hands-on administration of a business or hosted phone system
- Experience with a PSA/ticketing platform, an RMM and an IT documentation platform
- 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, scripting or workflow automation to save time. It doesn't have to be a specific language or tool.
- Strong preference: MSP or service desk experience supporting multiple businesses.
- 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.
- 2+ years of IT support experience.
- A relevant IT qualification or certification (for example MS-900, MS-102, MD-102 or CompTIA).
- SharePoint and Teams administration.
- Experience supporting Australian or ANZ clients.