IT Support Analyst (Level 1 - Level 2)

About the Company Our client is an Adelaide-based managed service provider (MSP) delivering day-to-day IT support to a diverse portfolio of around 70 client businesses, each with its own technology environment and ways of working. They are looking for a capable, client-focused IT Support team member for whom ticket resolution is the core of the role: working helpdesk tickets by phone, email and portal, from routine requests to technically complex issues, resolved end to end with minimal escalation. They also need someone who brings real Microsoft 365 administration skills and hands-on phone system administration to the team. This is a newly created full-time position that expands the existing team. About the Role This is a hands-on support role covering day-to-day work across a range of client environments. Ticket resolution is the core of the role: working helpdesk tickets by phone, email and portal, from routine requests to technically complex issues, resolved end to end with minimal escalation. The work includes remoting into client devices to troubleshoot and resolve issues, and keeping clear, accurate documentation. The diversity of client environments calls for broad, hands-on problem solving: you will diagnose and resolve issues across email, devices, networking, backups and applications, escalating to senior team members where appropriate. A key part of the role is assisting with Microsoft 365 administration and general MSP support work. The client needs someone with genuine admin-level Microsoft 365 experience in Entra and Exchange Online, not end-user experience. Hands-on phone system administration is required. The person will create, update and maintain SOPs, checklists and documentation, and will help formalise the team's technical expertise into structured, reusable guides, for example by documenting troubleshooting sessions held over Teams. Prior experience in a managed service provider environment is required. The ideal candidate is a versatile technician with broad technical capability who can take a problem from first contact through to resolution across a variety of client environments. Indicative workload is around 10 new tickets per day, with the role weighted approximately 70% to ticket work and 30% to telephone support, which primarily supplements the local team when call volumes are high. Capacity between tickets is directed to proactive work such as documentation, client-specific records, network diagrams and floor plans. A structured onboarding period of at least two weeks, including shadowing and call observation, is provided before you begin handling calls independently. Primary Purpose To provide prompt, accurate and professional IT support to the client's customers, resolve helpdesk tickets and remote support requests, handle Microsoft 365 administration tasks securely and correctly, and create and keep documentation clear and up to date so the whole team can work efficiently.