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!
Skills Required
- Minimum 3 years IT support experience in a corporate environment
- Experience supporting Microsoft ecosystems
- Hands-on administration of Microsoft 365 tenant services (Exchange Online, Teams, SharePoint, OneDrive, Purview, Defender, Entra ID)
- Windows 10/11 and Windows Server support
- Identity and access management experience (Active Directory, Entra ID)
- Experience with device management platforms (e.g., Intune)
- Understanding of networking fundamentals (DNS, DHCP, TCP/IP, VPN)
- Experience with security tools and endpoint protection
- Experience working within ticketing/service management systems
- Technical documentation skills
- Relevant IT qualification or equivalent industry experience
- Strong troubleshooting and root cause analysis capability
- 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
- Diploma or Degree in Information Technology or related discipline
What We Do
Acquire Intelligence is a global business transformation company and leading provider of business process outsourcing (BPO) and AI consulting services. Using their Automate, Eliminate, Reallocate framework, they blend process improvement and automation with global outsourcing to help businesses eliminate inefficiencies, drive scale, and achieve real-world outcomes.
