[Hiring] Senior Technical Support Analyst @CAI

Role Description

We are seeking an experienced Sr. Technical Support Analyst to provide advanced technical support to managed-service clients across Microsoft 365, Windows endpoints, networks, servers, cloud platforms, cybersecurity tools, and business applications. This position will be full-time and remote.

What You'll Do

• Level 2 technical support
• Receive, investigate, prioritise, and resolve escalated support tickets from Level 1 technicians
• Provide remote support for Windows desktops, laptops, Microsoft 365, Outlook, Teams, OneDrive, SharePoint, printers, scanners, mobile devices, and common business applications
• Diagnose and resolve complex user, device, software, connectivity, authentication, email, printing, and cloud-service issues
• Support user onboarding, offboarding, account provisioning, password resets, MFA setup, Microsoft 365 licence allocation, mailbox access, shared mailboxes, distribution lists, Teams access, and SharePoint permissions
• Troubleshoot workstation performance issues, including slow computers, application crashes, profile faults, Windows updates, driver issues, storage capacity, and malware-related symptoms
• Perform remote software installation, patching, updates, configuration changes, and endpoint maintenance
• Troubleshoot remote-access issues including VPN connectivity, Remote Desktop, MFA, conditional access, and secure access tools
• Escalate major incidents, security events, infrastructure failures, or vendor-related faults to Level 3 engineers, management, vendors, or third-party providers when appropriate
• Maintain ownership of assigned tickets until resolution, ensuring updates are provided within agreed service-level targets
• Level 3 technical support and infrastructure
• Provide advanced troubleshooting for Microsoft 365, Azure, Windows Server, Active Directory, Entra ID, networking, cybersecurity, backup, virtualisation, and cloud environments
• Diagnose and resolve complex Microsoft 365 issues involving Exchange Online, Outlook, Teams, OneDrive, SharePoint, Intune, Defender, conditional access, MFA, and identity management
• Administer and troubleshoot Active Directory, Group Policy, DNS, DHCP, file shares, permissions, print services, Windows Server, and user profiles
• Support cloud and hybrid identity environments, including Microsoft Entra ID synchronization, account provisioning, access control, and security policy troubleshooting
• Investigate network faults involving routers, firewalls, switches, wireless access points, VLANs, DNS, DHCP, VPNs, internet connections, and site-to-site connectivity
• Support endpoint management platforms, remote monitoring and management tools, patch management, antivirus/EDR, backup platforms, and security monitoring tools
• Assist with server, virtual machine, storage, backup, and disaster-recovery troubleshooting
• Perform root-cause analysis for recurring technical issues and recommend permanent corrective actions
• Assist with technical projects including Microsoft 365 migrations, Azure migrations, device deployments, network upgrades, security improvements, endpoint rollouts, and office relocations
• Develop and maintain technical standards, support procedures, knowledge-base articles, client documentation, network diagrams, asset records, and system credentials in approved documentation platforms

What You'll Need

• Required:
• Demonstrated experience in a Level 2 and/or Level 3 IT support role within an MSP, internal IT department, or outsourced IT environment
• Strong experience supporting Microsoft 365 and Windows-based business environments
• Experience with Microsoft Entra ID, Active Directory, Exchange Online, Outlook, Teams, OneDrive, SharePoint, Intune, and Microsoft Defender
• Strong troubleshooting skills across Windows 10 and Windows 11 devices, user profiles, Office applications, drivers, printing, and endpoint performance
• Experience with networking fundamentals, including TCP/IP, DNS, DHCP, VLANs, Wi-Fi, VPNs, firewalls, routers, and switches
• Experience supporting remote monitoring and management tools, PSA/ticketing platforms, patch-management tools, and endpoint-security platforms
• Familiarity with backup, disaster recovery, antivirus, EDR, MFA, password security, and cybersecurity best practices
• Ability to troubleshoot printers, multifunction devices, scanners, print queues, drivers, connectivity issues, firmware, and basic print-quality faults
• Strong written English, documentation, and customer-service skills
• Ability to work independently in a remote environment while managing priorities and meeting response-time expectations
• Ability to explain technical issues and instructions clearly to non-technical users
• Preferred:
• Microsoft 365 Certified: Fundamentals, Endpoint Administrator, Administrator, Security Administrator, or related Microsoft certifications
• CompTIA A+, Network+, Security+, or equivalent experience
• Experience with Azure, Hyper-V, VMware, Windows Server, Active Directory, and Group Policy
• Experience with Sophos, Huntress, SentinelOne, Microsoft Defender, Datto, NinjaOne, ConnectWise, Kaseya, N-able, HaloPSA, Autotask, or similar MSP tools
• Experience with Fortinet, Ubiquiti, Cisco, Meraki, SonicWall, or other firewall and network platforms
• Experience supporting managed print environments, multifunction printers, scanner workflows, print-management tools, and vendor support processes
• Experience working with Australian small-to-medium businesses and delivering remote support under SLA requirements

Physical Demands

• Ability to safely and successfully perform the essential job functions
• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor

Reasonable Accommodation Statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to [email protected] or (888) 824 – 8111.