IT Support and Infrastructure Specialist

About the role

This role serves as the primary IT support contact for staff, managing end-to-end support across multiple channels including phone, email, and ticketing systems. You will administer Microsoft 365 environments, manage user access and device deployment, oversee SaaS licensing, and act as the technical liaison with IT vendors. The position encompasses operational security, endpoint management, and continuous process improvement to reduce recurring issues and automate routine tasks.

Key responsibilities

• Provide first-point-of-contact support for staff via phone, email, and ticketing system; manage user communication, knowledge bases, and complex vendor escalations
• Provision and deprovision accounts across M365, SaaS platforms (Hubspot, Dialpad, Axcelerate); assign licenses, manage groups and shared mailboxes, and enforce least-privilege access
• Administer M365 (Exchange, Teams, SharePoint, OneDrive), Entra ID, and Defender; enforce MFA, monitor sign-in risks, oversee basic Conditional Access, and track security alerts
• Configure and deploy Windows devices using Intune; manage OS updates, patch compliance, asset inventory, remote wipes, and transitional Mac support
• Track, audit, and optimize software licenses including approximately 95 Dialpad licenses; identify underused subscriptions and advise management on renewals and plan tiers
• Act as technical contact for IT vendors; configure and administer the IT ticketing system, report service metrics, and establish IT documentation and knowledge bases
• Monitor cloud backups and system health; build 30-60-90 day improvement plans to reduce recurring tickets and automate routine processes

About you

• 3+ years in M365-focused IT support or administration with remote troubleshooting experience
• Hands-on experience with M365, Exchange Online, Entra ID, and user lifecycle management
• Experience with device deployment, basic Microsoft Defender, and Intune (or strong capacity to learn Intune)
• Experience using ticketing platforms and tracking asset and license inventories
• Strong written and spoken English suited for supporting an Australian user base
• Advantageous: Certifications in M365 Fundamentals, Endpoint Administrator, Azure Fundamentals, or Security Fundamentals
• Advantageous: Hands-on experience with Windows Autopilot, Conditional Access, Defender for Business, and basic PowerShell
• Advantageous: Experience with ITSM platforms (Zoho Desk, Jira, Freshservice, ServiceNow) and cloud telephony (Dialpad)
• Advantageous: Prior experience transitioning an organisation from an MSP model to internal IT