[Hiring] IT Support Analyst @Outsourced Staff

Role Description

This is a hands-on support role covering day-to-day work across a range of client environments. Ticket resolution is the core of the role: working helpdesk tickets by phone, email and portal, from routine requests to technically complex issues, resolved end to end with minimal escalation. The work includes remoting into client devices to troubleshoot and resolve issues, and keeping clear, accurate documentation.

A key part of the role is assisting with Microsoft 365 administration and general MSP support work. The client needs someone with genuine admin-level Microsoft 365 experience in Entra and Exchange Online, not end-user experience. Hands-on phone system administration is required. The person will write and maintain SOPs, checklists and documentation.

Qualifications

• 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

Requirements

• 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
• 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
• Administer and support client phone systems (extensions, ring groups, call flows, IVRs, SIP trunks, handset provisioning) and troubleshoot call routing and quality
• 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
• Verify the requester's identity before sensitive changes such as password or MFA resets
• Assist with general MSP support work for the client's customers
• Use the client's ticketing, remote monitoring and documentation tools
• Provide support for networking (UniFi configuration and maintenance) as skills allow, with team guidance
• 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
• Identify repetitive tasks and look for ways to automate them, including with AI or scripting

Benefits

• Remote work
• Full-time position during Adelaide business hours
• Reliable internet, power backup and a suitable workspace required

How to Apply

Please submit a CV along with a short cover note outlining your M365 administration experience (Entra and Exchange Online), phone system experience, the PSA, RMM and documentation platforms you have used, helpdesk or MSP experience, and your availability for full-time work during Adelaide business hours. If you have used AI or automation to save time in your work, include a brief example. Shortlisted candidates will be contacted to progress to the next stage of the process.

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.