L2 IT Support

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world! POSITION DESCRIPTION POSITION DETAILS Job Title: IT Support Analyst – Level 2 Functional Unit: Shared Services – Information Technology Location: Moorebank, NSW Reporting To: IT Service Delivery Manager Employment Status: Full Time Direct Reports: Nil COMPANY PURPOSE To enrich people’s lives by transforming the built environment. POSITION SUMMARY The IT Support Analyst – Level 2 is responsible for providing advanced technical support across Grosvenor Engineering Group’s Microsoft‑centric technology environment. This role delivers second‑level support for end‑user computing, cloud platforms, identity services, endpoint management, security controls, and collaboration systems. The position acts as an escalation point from Level 1 support, performs technical troubleshooting, supports infrastructure and cloud services, contributes to continuous improvement, and ensures services align with Australian IT service delivery standards and best practice frameworks such as ITIL. The role requires strong technical capability across Microsoft technologies, excellent customer service skills, documentation discipline, and the ability to operate both autonomously and collaboratively within a professional IT environment. KEY RESPONSIBILITIES Provide Level 2 technical support for incidents and service requests across endpoints, servers, identity, cloud platforms, and business applications. Act as escalation point for complex technical issues unresolved by Level 1 support. Administer and support Microsoft 365 services including Exchange Online, Teams, SharePoint, OneDrive, Entra ID, Intune, Defender, and Purview. Support Windows desktop and server environments including configuration, troubleshooting, patching, and performance optimisation. Manage user lifecycle processes including provisioning, licensing, permissions, and deprovisioning using least‑privilege principles. Support endpoint deployment, configuration, and compliance using modern device management platforms. Investigate and remediate security alerts, vulnerabilities, and policy breaches in collaboration with cybersecurity stakeholders. Assist with infrastructure, networking, and cloud platform support as required. Maintain documentation, knowledge base articles, and standard operating procedures. Participate in technology rollouts, upgrades, testing, and project delivery activities. Monitor system health, performance, and reliability and proactively address issues. Engage vendors and third‑party providers when required for issue resolution. Ensure all work aligns with organisational security, governance, and compliance requirements. Provide excellent customer service and clear communication to technical and non‑technical stakeholders. Contribute to continuous improvement of IT processes, automation, and service delivery maturity. Perform other duties as reasonably required by management. KEY PERFORMANCE INDICATORS Incident and request resolution within agreed SLAs Customer satisfaction scores First contact resolution contribution Documentation quality and completeness System uptime and service reliability Security compliance adherence Successful delivery of assigned projects and tasks TECHNICAL SKILLS & EXPERIENCE Essential Minimum 3 years IT support experience in a corporate environment Strong experience supporting Microsoft ecosystems Hands‑on administration of Microsoft 365 tenant services Windows 10/11 and Windows Server support Identity and access management experience Experience with device management platforms (e.g. Intune or equivalent) Active Directory and Entra ID administration Understanding of networking fundamentals (DNS, DHCP, TCP/IP, VPN) Experience with security tools and endpoint protection Strong troubleshooting and root cause analysis capability Experience working within ticketing/service management systems Technical documentation skills Desirable Relevant Microsoft certifications ITIL Foundation or equivalent Experience supporting Azure infrastructure PowerShell scripting capability Exposure to backup, disaster recovery, and business continuity solutions Experience supporting mobile device platforms Understanding of compliance and regulatory frameworks QUALIFICATIONS Essential: Relevant IT qualification or equivalent industry experience. Desirable: Diploma or Degree in Information Technology or related discipline. BEHAVIOURAL COMPETENCIES Strong analytical and problem‑solving skills Professional communication and stakeholder engagement Ability to prioritise and manage workload effectively High attention to detail Commitment to continuous learning Team‑oriented mindset Customer‑focused approach Ability to work under pressure in a fast‑paced environment WORK HEALTH & SAFETY RESPONSIBILITIES Employees must: • Maintain a safe working environment • Follow all WHS procedures and policies • Report hazards, incidents, and near misses • Participate in safety initiatives • Take reasonable care for their own safety and others Join the A-Team and experience the A-Life! Acquire Intelligence is an award-winning, global business outsourcer with 10,000 staff and over 16-years’ experience in delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education and retail. We're an entrepreneurial business that is highly experienced in working with our partners to solve real-life problems quickly. A genuine partnership approach is at the heart of we do. Our teams are highly proficient in exceeding expectations, especially in situations where in-house teams may be typically challenged with the business processes of “big business.” We have Class A offices in 14 locations across Australia, the Dominican Republic, the Philippines and the United States, as well as comprehensive Work-from-Home environments, where client-permitted. We're recognized as being Safe, Flexible and Innovative, giving our clients the capability to Outsource with confidence. As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates with BPO experience to join our growing team. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages. Acquire takes your privacy very seriously. The information collected through this site will only be processed with your prior consent and for the purpose of facilitating your employment opportunities. If you have provided consent and wish to withdraw it, you may click on the account settings and submit a request to delete your information. You may also inform us by writing to the address in the section on “Access Rights to Personal Data” or send us an email to privacy@acquirebpo.com. Please refer to our Privacy Policy at https://acquirebpo.com/au/privacy-policy/