[Hiring] IT Support Analyst @Twoconnect

Role Description

We are seeking an IT Support / Service Desk Specialist to provide first- and second-level technical support to employees across office, client-site, and remote environments. The role will troubleshoot hardware, software, Microsoft 365, connectivity, user access, and endpoint issues while managing IT tickets, assets, and account administration. The position will also support technology rollouts, security processes, documentation, and continuous service improvement.

• Provide Level 1 and Level 2 IT support via phone, email, chat, remote-support tools, and IT service portals.
• Troubleshoot Windows, Microsoft 365, business applications, laptops, desktops, mobile devices, printers, and peripherals.
• Diagnose common Wi-Fi, VPN, LAN, and remote-access connectivity issues and escalate complex incidents when required.
• Administer Active Directory, Microsoft Entra ID, Microsoft 365 accounts, passwords, MFA, and user access following approved processes.
• Manage IT service tickets, including logging, prioritising, troubleshooting, resolution, documentation, and closure within agreed service targets.
• Configure, deploy, track, repair, replace, and recover IT equipment and assets, maintaining accurate inventory records.
• Support software deployments, technology projects, cybersecurity processes, audits, knowledge-base documentation, and recurring issue resolution.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, Networking, or a related field.
• 1–2 years of experience in IT support, service desk, helpdesk, or desktop support.
• Hands-on experience troubleshooting hardware, software, user access, Windows, Microsoft 365, and network connectivity issues.
• Experience administering users and access through Active Directory and/or Microsoft Entra ID.
• Experience using IT service management/helpdesk ticketing systems, including incident prioritisation, escalation, and SLA management.
• Experience configuring, deploying, and supporting laptops, desktops, mobile devices, and peripherals.
• Strong technical troubleshooting, communication, customer service, documentation, and multitasking skills; experience with Intune, Teams, SharePoint, VPN/Wi-Fi, IT asset management, or ITIL is advantageous.

Benefits

• Work from home
• Monday to Friday 9:00 AM to 6:00 PM AEST/AEDT (adjustments will be made for daylight saving time)
• 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