L2 IT Support

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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

Essential

TECHNICAL SKILLS & EXPERIENCE

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

Employees Must

WORK HEALTH & SAFETY RESPONSIBILITIES

• 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