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Service Desk Support Officer with Microsoft 365 Experience
2 weeks ago
About the role
We are seeking a Senior Support Desk officer with extensive Microsoft 365 experience in addition to strong customer service skills and demonstrable work ethic. You will provide a central point of contact for users, managing incidents and requests via a service desk function. You will receive, record and triage incidents and IT service requests from users via email, telephone, web logging, and walk ups, resolving incidents and service requests at the point of first contact wherever possible. You will also have a demonstrated ability to work collaboratively with a range of stakeholders. Remote support and troubleshooting in a busy team environment will be part of your daily work-life. A generous salary is on offer for the successful candidate and will be negotiated based on their experience.
About the company
Interleave Australia is an Australian company with more than 80 clients around the world. We are a company that values work-life balance and offers a very friendly and loyal team environment, with ongoing support, training and development provided to all of our employees.
Formed in 1995, our committed and talented professionals have delivered world class IT and business consulting services across a wide range of industries. Our team is talented, committed and have a can-do attitude and we recognise that our staff are the cornerstone of our dynamic business. The successful candidate will bring an energetic and friendly approach to our team.
Requirements
• Microsoft 365 Support and Administration experience
• Excellent customer service skills and multi-tasking skills
• Excellent Communication Skills
• Customer Focus and Attention to Detail
• Must work on schedule and be punctual and occasionally be prepared for longer working hours as required
• Current valid Australian driver's license
Skills & Experience
Technical Requirements:
- Proficiency in supporting Microsoft 365 applications including Outlook, Word, Excel, PowerPoint, OneNote, and OneDrive.
- Experience with Microsoft Teams administration and troubleshooting (chat, meetings, calling, integration with Outlook).
- Working knowledge of SharePoint Online (permissions, access, syncing, document libraries).
- Understanding of Exchange Online including mailbox setup, shared mailboxes, distribution groups, and Outlook profile configuration.
- Knowledge in Active Directory user/group management (account creation, password resets, lockouts, group membership).
- Experience with Microsoft Entra ID (Azure AD) for identity management, MFA support, conditional access, and SSO troubleshooting.
- Familiarity with Windows 10/11 administration including installation, updates, drivers, and user profile support.
- Exposure to Intune for device management, software deployment, and compliance policies.
- Basic knowledge of networking fundamentals (DNS, DHCP, IP addressing, VPN, Wi-Fi troubleshooting).
- Experience supporting remote access and VPN clients.
- Knowledge of Group Policy (GPO) for troubleshooting applied restrictions, logon scripts, and mapped drives.
- Experience with ITSM tools (Preferably Jira, ServiceNow) and following ITIL-aligned incident, request, and change management processes.
- Proficiency with remote support tools such as RDP, ConnectWise
- Understanding of security best practices, including MFA setup, phishing email handling, quarantined email review, and endpoint security.
- Member of the incident response team.
- Application management
- Member of the after-hours support roster
- IT Project involvement and implementation
Desirable / Advanced Skills
- Exposure to Microsoft Defender for Endpoint and Microsoft 365 security features.
- Experience with hybrid environments (on-prem AD integrated with Microsoft 365).
- Knowledge of 365 Dynamics (CRM) is desirable
Advanced knowledge of SharePoint Online including:
Developing, configuring, and maintaining SharePoint sites, document libraries, and workflows.
- Managing site collections, permissions, and governance.
- Implementing and monitoring security, access controls, and compliance.
What you bring to the table?
A strong communicator, you will be able to relay information in a clear and concise manner, whether by email, over the phone or in person. You will have a keen eye for detail and the ability to learn and apply problem solving techniques. A friendly manner and the willingness to help users/clients with numerous IT issues. Ideally the suitable candidate will display a drive to pursue a career in IT.
All applications will be treated with strict confidence.
Important:
We are only looking for candidates that have the legal right to work in Australia.
Please apply online and we will make contact with short-listed candidates within 5 business days of their application.
