IT Support Engineer

About The Role
We are seeking an IT Support Engineer (L1.5/L2) to provide responsive technical support across a Microsoft-based workplace environment supporting approximately 300–350 employees. This role combines frontline user support with more advanced L2 troubleshooting across endpoints, applications, Microsoft 365 services, connectivity, and workplace technology.
You will take ownership of incidents from initial triage through resolution or appropriate escalation, working closely with support colleagues and senior engineers. Success in this role requires strong technical troubleshooting skills, clear communication, accurate documentation, and a proactive approach to delivering reliable IT services across a distributed organisation. JD - WorkPac - IT Support Engin…
About The Client
You will be working with a well-established Australian workforce solutions organisation with more than 25 years of industry experience. The business delivers recruitment, skills development, and career development solutions across multiple sectors and supports a substantial network of candidates, businesses, and communities throughout Australia.
Operating in a fast-paced and entrepreneurial environment, the organisation values adaptability, collaboration, practical delivery, and a progressive approach to supporting its people and customers.
Ideal Profile
Experience & Role Requirements
Hands-on experience delivering L1/L2 technical support within a Microsoft Windows environment
Demonstrated ability to troubleshoot Windows endpoints, business applications, and peripheral devices
Experience supporting and administering Microsoft 365, including user accounts, licensing, permissions, and access
Working knowledge of TCP/IP, DNS, DHCP, Wi-Fi, VPN, and general network connectivity troubleshooting
Experience managing incidents and service requests through an IT ticketing platform
Proven ability to provide remote technical support to non-technical users and manage issues through resolution or escalation
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
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Work arrangement
Yes