At a Glance
- Tasks: Resolve complex IT issues and support users in a collaborative team.
- Company: Join a dynamic IT support team in Melbourne’s CBD.
- Benefits: Competitive salary, professional development, and a supportive work environment.
- Other info: Opportunity to mentor others and grow your technical expertise.
- Why this job: Take ownership of challenging tech problems and enhance user experiences.
- Qualifications: 2+ years in IT support with strong troubleshooting skills.
The predicted salary is between 62100 - 75900 $ per year.
We are seeking an experienced Level 2 End User Support Consultant to join a collaborative IT support team in Melbourne’s CBD.
Acting as a key escalation point for the Service Desk, you will take ownership of complex technical issues across Microsoft 365, Windows, endpoint management and user access.
This is a hands‑on role suited to someone who enjoys problem‑solving, supporting users and improving the overall end‑user technology experience.
Key responsibilities
- Own and resolve incidents and service requests escalated by the Level 1 team.
- Troubleshoot Windows 10/11 performance and system‑level issues.
- Support Microsoft 365 applications and services, including Outlook, Teams and Share Point.
- Resolve endpoint protection, device encryption and patching failures.
- Support VPN, Wi‑Fi, printing, network connectivity and mobile devices.
- Administer devices using Microsoft Intune, SCCM or similar endpoint management platforms.
- Apply device policies, monitor compliance and coordinate software deployments.
- Perform device rebuilds, reimaging and advanced hardware diagnostics.
- Manage user accounts and access across Active Directory, Entra ID, Exchange Online and Teams.
- Support MFA, SSO, password resets, group memberships and shared mailbox permissions.
- Work with infrastructure, network and application teams to resolve cross‑functional issues.
- Conduct root cause analysis and recommend solutions to reduce recurring incidents.
- Support device rollouts, office moves, software upgrades and other EUC projects.
- Mentor Level 1 team members and share technical knowledge.
- Maintain accurate ticket notes, support documentation and knowledge‑base articles.
- Communicate proactively with users and manage assigned tickets through to closure.
Experience
- At least two years’ experience in IT support, including one year in a Level 2 or senior support position.
- Strong troubleshooting experience across Windows, Microsoft 365 and endpoint hardware.
- Hands‑on experience with Microsoft Intune, SCCM or another endpoint management platform.
- Sound knowledge of Active Directory and Microsoft Entra ID administration.
- Experience working with ITSM systems and established service‑desk processes.
- Strong written and verbal communication skills.
- A customer‑focused approach with the ability to handle issues professionally and urgently.
- Strong documentation skills and attention to detail.
- Ability to take ownership of complex issues and work effectively with other technical teams.
Why apply?
- Join a supportive and collaborative EUC team.
- Work across a modern Microsoft technology environment.
- Take ownership of challenging technical issues and improvement initiatives.
- Contribute to technology rollouts and user‑focused projects.
- Develop your technical skills while mentoring Level 1 support professionals.
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IT Support Specialist in Melbourne employer: Umbrella Club
At Umbrella Club, we pride ourselves on being an exceptional employer that fosters a collaborative and innovative work culture. Our commitment to employee growth is evident through continuous learning opportunities and the chance to work on cutting-edge Azure-based projects in a dynamic enterprise environment. Join us to be part of a team that values your expertise and encourages you to develop reusable engineering patterns that will shape the future of our data platform.
