The IT Support Analyst will provide responsive L1 and L2 technical support. The role will manage service-desk requests, remotely troubleshoot hardware, software, Microsoft 365, access and connectivity issues and coordinate escalations with internal IT personnel and third-party providers. The position will strengthen the internal IT function by delivering reliable user support, maintaining accurate systems and asset records and protecting access to organisational systems and data.
- Act as a first point of contact for IT support requests received through the shared support inbox, ticketing system and telephone channels.
- Log, categorise, prioritise and manage incidents and service requests through to resolution in accordance with agreed service levels and escalation procedures.
- Provide remote L1 and L2 troubleshooting for desktop and laptop hardware, Windows operating systems, approved software, peripherals, printers and related user issues.
- Support Microsoft 365 services, including Outlook, Teams, SharePoint and OneDrive, and resolve access, synchronisation, configuration and user functionality issues.
- Diagnose and resolve common connectivity issues involving Wi-Fi, local networks, VPN access, internet services and business telephony and escalate infrastructure issues where required.
- Use approved remote-support tools and management agents to investigate issues, guide users and complete authorised changes on managed devices.
- Create, modify and disable user accounts and access permissions in line with approved requests, role requirements and least-privilege security controls.
- Coordinate IT onboarding and offboarding activities, including account provisioning, access changes, device preparation, software deployment and timely removal of access.
- Install, configure and maintain approved applications, user profiles, endpoint settings and security controls in accordance with internal standards.
- Maintain accurate IT asset, device, software licence and configuration records and coordinate hardware preparation, replacement, delivery and return activities with onsite teams.
- Support access to CCTV applications, education systems and other authorised business platforms and escalate specialist system faults to the appropriate owner or vendor.
- Communicate clearly with users throughout the support lifecycle, provide practical instructions and confirm that service has been restored before closing tickets.
- Escalate complex, high-risk or unresolved incidents to senior internal IT personnel or third-party providers with complete diagnostic notes, evidence and actions already taken.
- Maintain knowledge articles, troubleshooting guides and standard operating procedures and identify recurring issues and service improvement opportunities.
- Other position-level duties as they arise.
Requirements
- Bachelor's degree in Information Technology, Computer Science, Information Systems or a related discipline is essential.
- Minimum 3-5+ years' experience in an IT service desk, technical support, managed service provider or similar end-user support environment is essential.
- Demonstrated L1 and L2 support capability across hardware, software, user access, connectivity and remote troubleshooting is essential.
- Strong working knowledge of Windows 10 and 11, Microsoft 365, Outlook, Teams, SharePoint and OneDrive is essential.
- Experience administering Microsoft Entra ID or Azure Active Directory, Active Directory, Microsoft 365 user accounts, groups and permissions is essential.
- Experience with Microsoft Intune, endpoint management, software deployment, device compliance or comparable management platforms is highly regarded.
- Experience using ticketing systems, remote-support tools and structured incident, request and escalation processes is essential.
- Sound knowledge of TCP/IP, DNS, DHCP, Wi-Fi, VPNs and basic network troubleshooting is essential.
- Experience supporting user onboarding, offboarding, device provisioning, asset registers and software licence records is essential.
- Strong understanding of information security, least-privilege access, confidentiality and appropriate handling of sensitive user and organisational data is essential.
- Excellent written and verbal communication skills and the ability to support non-technical users calmly and professionally are essential.
- Strong diagnostic, prioritisation and documentation skills with the ability to manage competing tickets and work independently are essential.
- Experience supporting education, childcare or multi-site organisations and Microsoft, CompTIA or ITIL certification are highly regarded.
Benefits
Why Join Twoconnect?
We offer more than just a job — we offer a supportive and rewarding career experience. Here’s what you can expect from this opportunity:
- Work from home
- Mon - Fri: 9:00 AM – 6:00 PM AEST
- HMO with 2 free dependents and medical reimbursements
- Government-mandated benefits
- Opportunities to work with leading companies in Australia and beyond
- Training programmes for career development
- Engaging company outings, team activities and wellness sessions
- Supportive, inclusive culture
- Dedicated managers focused on your growth and success
Twoconnect connects highly skilled Filipino professionals with established companies in Australia, New Zealand, the United States, the United Kingdom and Europe, providing direct access to global careers and long-term opportunities.
We offer competitive pay and benefits, additional entitlements and structured career development programs that make employment both financially rewarding and professionally sustainable.
Our industry-leading retention rate demonstrates our commitment to a people-first culture that prioritizes stability, growth and genuine care for every employee.
Twoconnect is an equal opportunity employer. We value cultural diversity and foster an inclusive workplace where every employee is respected and supported as part of a growing global team.