Roles And Responsibilities :

- Provide L2 technical support to Australian-based users via calls, chats, and emails.

- Troubleshoot issues related to Windows OS, user profiles, printers, network connectivity, VPN, Password reset, and desktop applications.

- Support Office 365 (Outlook, Teams, OneDrive, SharePoint, mailbox management, licensing).

- Provide basic operational support for Citrix logon issues, session resets, application access, and profile problems.

- Perform regular patching support (Intune/3rd-party RMM patch tools).

- Assist in backup job monitoring and escalating failures when required.

- Support device enrollment, configuration, and policy troubleshooting using Microsoft Intune.

- User account management via Active Directory (password resets, account unlocking, group membership updates).

- Ensure timely resolution of incidents within SLA and proper ticket documentation.

- Escalate L2 issues with appropriate logs and analysis.

- Provide excellent communication and customer service to maintain high user satisfaction.

- Ensure availability as per the shift roster (rotational shift 24-7).

Requirements:

- Strong interpersonal and communication skills.

- Experience in end-user and global support.

- Proficiency in Windows Server, Active Directory, Microsoft Exchange, Microsoft 365, and Microsoft Intune.

- Knowledge of AVD Administration and VMware / Hyper-V.

- Familiarity with Ticketing systems.

Plus Skills :

- Knowledge of Windows 10/11 troubleshooting.

- Experience with Citrix Workspace / Virtual Apps & Desktops.

- Hands-on experience with Office 365 Admin Center.

- Understanding of patch management concepts.

- Basic knowledge of backup tools (Veeam, Commvault, or similar).

- Experience with Intune device management.

- Basic understanding of Cloud technologies (Azure, AWS, etc.).

- Familiarity with VPN, DNS, DHCP, and Network basics.