POSITION DESCRIPTION 

POSITION DETAILS 

Job Title: IT Support Analyst – Level 2 

Functional Unit: Shared Services – Information Technology 

Location: Moorebank, NSW 

Reporting To: IT Service Delivery Manager 

Employment Status: Full Time 

Direct Reports: Nil 

COMPANY PURPOSE 

To enrich people’s lives by transforming the built environment. 

POSITION SUMMARY 

The IT Support Analyst – Level 2 is responsible for providing advanced technical support across Grosvenor Engineering Group’s Microsoft‑centric technology environment. This role delivers second‑level support for end‑user computing, cloud platforms, identity services, endpoint management, security controls, and collaboration systems. 
 
The position acts as an escalation point from Level 1 support, performs technical troubleshooting, supports infrastructure and cloud services, contributes to continuous improvement, and ensures services align with Australian IT service delivery standards and best practice frameworks such as ITIL. 
 
The role requires strong technical capability across Microsoft technologies, excellent customer service skills, documentation discipline, and the ability to operate both autonomously and collaboratively within a professional IT environment. 

KEY RESPONSIBILITIES 

Provide Level 2 technical support for incidents and service requests across endpoints, servers, identity, cloud platforms, and business applications. 

Act as escalation point for complex technical issues unresolved by Level 1 support. 

Administer and support Microsoft 365 services including Exchange Online, Teams, SharePoint, OneDrive, Entra ID, Intune, Defender, and Purview. 

Support Windows desktop and server environments including configuration, troubleshooting, patching, and performance optimisation. 

Manage user lifecycle processes including provisioning, licensing, permissions, and deprovisioning using least‑privilege principles. 

Support endpoint deployment, configuration, and compliance using modern device management platforms. 

Investigate and remediate security alerts, vulnerabilities, and policy breaches in collaboration with cybersecurity stakeholders. 

Assist with infrastructure, networking, and cloud platform support as required. 

Maintain documentation, knowledge base articles, and standard operating procedures. 

Participate in technology rollouts, upgrades, testing, and project delivery activities. 

Monitor system health, performance, and reliability and proactively address issues. 

Engage vendors and third‑party providers when required for issue resolution. 

Ensure all work aligns with organisational security, governance, and compliance requirements. 

Provide excellent customer service and clear communication to technical and non‑technical stakeholders. 

Contribute to continuous improvement of IT processes, automation, and service delivery maturity. 

Perform other duties as reasonably required by management. 

KEY PERFORMANCE INDICATORS 

Incident and request resolution within agreed SLAs 

Customer satisfaction scores 

First contact resolution contribution 

Documentation quality and completeness 

System uptime and service reliability 

Security compliance adherence 

Successful delivery of assigned projects and tasks 

TECHNICAL SKILLS & EXPERIENCE 

Essential 

Minimum 3 years IT support experience in a corporate environment 

Strong experience supporting Microsoft ecosystems 

Hands‑on administration of Microsoft 365 tenant services 

Windows 10/11 and Windows Server support 

Identity and access management experience 

Experience with device management platforms (e.g. Intune or equivalent) 

Active Directory and Entra ID administration 

Understanding of networking fundamentals (DNS, DHCP, TCP/IP, VPN) 

Experience with security tools and endpoint protection 

Strong troubleshooting and root cause analysis capability 

Experience working within ticketing/service management systems 

Technical documentation skills 

Desirable 

Relevant Microsoft certifications 

ITIL Foundation or equivalent 

Experience supporting Azure infrastructure 

PowerShell scripting capability 

Exposure to backup, disaster recovery, and business continuity solutions 

Experience supporting mobile device platforms 

Understanding of compliance and regulatory frameworks 

QUALIFICATIONS 

Essential: Relevant IT qualification or equivalent industry experience. 

Desirable: Diploma or Degree in Information Technology or related discipline. 

BEHAVIOURAL COMPETENCIES 

Strong analytical and problem‑solving skills 

Professional communication and stakeholder engagement 

Ability to prioritise and manage workload effectively 

High attention to detail 

Commitment to continuous learning 

Team‑oriented mindset 

Customer‑focused approach 

Ability to work under pressure in a fast‑paced environment 

WORK HEALTH & SAFETY RESPONSIBILITIES 

Employees must: 
• Maintain a safe working environment 
• Follow all WHS procedures and policies 
• Report hazards, incidents, and near misses 
• Participate in safety initiatives 
• Take reasonable care for their own safety and others