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Level 2 Systems Administrator

2 weeks ago

Sydney, New South Wales, Australia ScaleUp Technologies Full time $90,000 - $120,000 per year

About the Role :

We are looking for a proactive and customer-focused Level 2 Systems Administrator to deliver high-quality IT support in a corporate environment. This role covers both Level 1 and Level 2 support, with a strong focus on Windows 11, macOS, Microsoft 365, Dynamics 365, and hybrid on-premises/cloud systems. You will manage incidents end-to-end, troubleshoot devices, maintain endpoint security, and support enterprise tools such as Intune, Autopilot, Endpoint Manager, Active Directory, Entra ID (Azure AD), Fortigate VPN, and Meraki wireless. Success in this role requires solid technical expertise, strong communication skills, and a commitment to continuous service improvement.

Key Responsibilities :

  • Provide Level 1 and 2 technical support for end users, ensuring all issues and requests are captured and managed through the ITSM platform (e.g., ServiceNow).
  • Deliver deskside and remote support across hardware, software, applications, and connectivity, with a focus on Microsoft technologies.
  • Take full ownership of incidents and requests through to resolution, escalating where appropriate.
  • Deploy, configure, and manage end-user devices (Windows, macOS, iOS, Android) in line with the Standard Operating Environment (SOE).
  • Support Microsoft technologies including Windows 11, Office 365, Teams, SharePoint, and Dynamics 365.
  • Manage identity and access provisioning through Active Directory, Entra ID (Azure AD), and Microsoft 365.
  • Support remote access and connectivity including Fortigate VPN and Meraki wireless, with basic network troubleshooting.
  • Perform onboarding and offboarding tasks, including user account setup, device provisioning, and permissions management.
  • Maintain accurate asset management records and ensure compliance with IT processes and procedures.
  • Contribute to continuous improvement by identifying recurring issues and implementing long-term fixes or automation.
  • High utilisation of productive support time (90%+).
  • Strong customer communication and proactive management of expectations throughout the support lifecycle.
  • Tickets updated daily with accurate progress notes and closed in line with compliance standards.
  • First Time Resolution rate of 70% or higher.
  • Average incident resolution time within 3 business days.
  • Accurate and consistent asset tracking with minimal discrepancies.

Required Skills & Experience:

  • Australian Citizen or Permanent Resident (no visa sponsorship available).
  • Based in Sydney with ability to attend the North Ryde office.
  • 2–3 years' experience in service desk or end-user support roles.
  • Strong hands-on experience with:
  • Windows 11 and macOS
  • Microsoft 365
    (Outlook, Teams, OneDrive, SharePoint, Dynamics 365)
  • Active Directory / Entra ID (Azure AD)
  • Device management
    via Intune, Autopilot, and Endpoint Manager
  • Experience with ITSM tools (e.g., ServiceNow) for incident and request management.
  • Knowledge of VPN clients (e.g., FortiClient), wireless solutions (e.g., Meraki), and basic network troubleshooting.
  • Strong troubleshooting and problem-solving skills with a proactive approach to service delivery.
  • Excellent communication skills, with the ability to engage effectively with end users, colleagues, and leadership teams.
  • High utilisation of productive support time (90%+).
  • Strong customer communication and proactive management of expectations throughout the support lifecycle.
  • Tickets updated daily with accurate progress notes and closed in line with compliance standards.
  • First Time Resolution rate of 70% or higher.
  • Average incident resolution time within 3 business days.

Nice to Have:

  • Exposure to cloud platforms such as Azure or AWS.
  • Experience with Linux servers or telephony solutions.
  • Familiarity with automation tools and practices to reduce incident volumes.

What we offer:

  • Competitive salary and performance-based incentives.
  • Opportunities for professional development and certification.
  • A collaborative and innovative work environment.
  • Flexible working arrangements and supportive leadership.