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Who we are

CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.

Job Summary

Job Description

We are seeking an experienced Sr. Technical Support Analyst to provide advanced technical support to managed-service clients across Microsoft 365, Windows endpoints, networks, servers, cloud platforms, cybersecurity tools, and business applications. This position will be full-time and remote.

What You'll Do

• Level 2 technical support

• Receive, investigate, prioritise, and resolve escalated support tickets from Level 1 technicians

• Provide remote support for Windows desktops, laptops, Microsoft 365, Outlook, Teams, OneDrive, SharePoint, printers, scanners, mobile devices, and common business applications

• Diagnose and resolve complex user, device, software, connectivity, authentication, email, printing, and cloud-service issues

• Support user onboarding, offboarding, account provisioning, password resets, MFA setup, Microsoft 365 licence allocation, mailbox access, shared mailboxes, distribution lists, Teams access, and SharePoint permissions

• Troubleshoot workstation performance issues, including slow computers, application crashes, profile faults, Windows updates, driver issues, storage capacity, and malware-related symptoms

• Perform remote software installation, patching, updates, configuration changes, and endpoint maintenance

• Troubleshoot remote-access issues including VPN connectivity, Remote Desktop, MFA, conditional access, and secure access tools

• Escalate major incidents, security events, infrastructure failures, or vendor-related faults to Level 3 engineers, management, vendors, or third-party providers when appropriate

• Maintain ownership of assigned tickets until resolution, ensuring updates are provided within agreed service-level targets

• Level 3 technical support and infrastructure

• Provide advanced troubleshooting for Microsoft 365, Azure, Windows Server, Active Directory, Entra ID, networking, cybersecurity, backup, virtualisation, and cloud environments

• Diagnose and resolve complex Microsoft 365 issues involving Exchange Online, Outlook, Teams, OneDrive, SharePoint, Intune, Defender, conditional access, MFA, and identity management

• Administer and troubleshoot Active Directory, Group Policy, DNS, DHCP, file shares, permissions, print services, Windows Server, and user profiles

• Support cloud and hybrid identity environments, including Microsoft Entra ID synchronization, account provisioning, access control, and security policy troubleshooting

• Investigate network faults involving routers, firewalls, switches, wireless access points, VLANs, DNS, DHCP, VPNs, internet connections, and site-to-site connectivity

• Support endpoint management platforms, remote monitoring and management tools, patch management, antivirus/EDR, backup platforms, and security monitoring tools

• Assist with server, virtual machine, storage, backup, and disaster-recovery troubleshooting

• Perform root-cause analysis for recurring technical issues and recommend permanent corrective actions

• Assist with technical projects including Microsoft 365 migrations, Azure migrations, device deployments, network upgrades, security improvements, endpoint rollouts, and office relocations

• Develop and maintain technical standards, support procedures, knowledge-base articles, client documentation, network diagrams, asset records, and system credentials in approved documentation platforms

• The engineer will be expected to have strong experience supporting Microsoft environments

• Microsoft 365 administration

• Microsoft Entra ID / Azure Active Directory

• Exchange Online and Outlook troubleshooting

• Shared mailboxes, aliases, distribution lists, and mail flow

• Microsoft Teams setup, permissions, calling issues, and meeting troubleshooting

• OneDrive and SharePoint synchronisation, permissions, sharing, and document-access issues

• Microsoft Intune device enrolment, compliance policies, application deployment, and endpoint configuration

• Microsoft Defender for Business or Microsoft Defender for Endpoint

• Multi-factor authentication and conditional-access troubleshooting

• Windows 10 and Windows 11 support

• Microsoft Office application troubleshooting, including Outlook, Word, Excel, PowerPoint, and Teams

• The engineer should be able to provide remote guidance and troubleshooting for common endpoint and hardware-related faults, including

• Checking power supply, power cables, power boards, monitors, docks, keyboards, mice, webcams, headsets, and peripheral connections

• Diagnosing basic display issues, including incorrect monitor input, loose HDMI/DisplayPort cables, docking-station faults, display settings, and driver issues

• Troubleshooting laptop and desktop startup problems, blue-screen errors, hardware-detection issues, battery and charger faults, and device-performance concerns

• Assisting users with basic printer, scanner, label-printer, and peripheral connectivity issues

• Coordinating with onsite staff, vendors, or field technicians where physical repair, replacement, or advanced hardware diagnostics are required

• Recording device details, serial numbers, asset information, fault symptoms, actions taken, and recommended next steps in the ticketing system

• The engineer will provide remote support for managed printers, multifunction devices, scanners, and document-workflow equipment. While advanced mechanical repairs and hardware disassembly may be completed by specialist technicians or vendors, the engineer must be able to perform structured remote diagnostics and accurately escalate faults

• Respond to printer-related support tickets and gather clear fault information from the client

• Confirm the printer model, serial number, location, network connection method, and affected users

• Check whether the printer is powered on and confirm that all power and data cables are securely connected

• Verify network or Wi-Fi connectivity and confirm whether the printer is visible on the network

• Check printer status, paper levels, toner or ink alerts, basic error messages, and consumable warnings

• Capture all displayed error codes and error descriptions, then record them accurately in the ticketing system

• Confirm whether other users are affected and whether the issue is isolated to one computer, one user, or the printer itself

• Troubleshoot print queue issues, printer mapping, driver availability, default-printer settings, and basic network-printing faults

• Check the current printer firmware version and perform a firmware upgrade where approved, appropriate, and supported by the manufacturer

• Follow approved vendor procedures before applying firmware updates and document the firmware version before and after the update

• Carry out basic print-quality diagnostics, including nozzle checks for supported inkjet devices

• Where a nozzle check is required, guide the client through completing up to four nozzle checks or approved cleaning cycles

• If the nozzle-check process does not resolve the print-quality issue, escalate the matter to Level 2, a print specialist, or the relevant vendor/field technician

• Request that the client provide photos, screenshots, test prints, nozzle-check results, error codes, and relevant details

• Ensure clients understand that they should reply directly to the support ticket where possible so all correspondence remains recorded against the service request

• Arrange or recommend onsite attendance, workshop repair, supplier support, or replacement equipment when remote troubleshooting is unsuccessful

• Diagnose common scanner issues such as the scanner not waking, poor scan quality, scan-to-email failures, scan-to-folder failures, paper-feed issues, or unclear scanned images

• Guide clients through safe basic cleaning of scanner glass, document feeders, rollers, and accessible external surfaces in accordance with manufacturer recommendations

• Ask clients to inspect the scanner glass for marks, dust, fingerprints, correction fluid, streaks, or debris that may affect scan quality

• Guide the user through waking the device, restarting the printer or scanner where appropriate, and attempting a test scan

• Confirm scan destinations, email addresses, folder permissions, network access, and basic SMTP or scan-to-email settings where within the scope of remote support

• Capture error codes, screenshots, test results, and images of scan-quality problems before escalation

• Escalate persistent mechanical faults, repeated paper jams, damaged feeder components, advanced configuration issues, or vendor-specific errors to the appropriate technical resource

• Log all support requests, troubleshooting steps, findings, client communications, resolutions, and escalation notes in the approved ticketing system

• Record relevant error messages, screenshots, event logs, device details, serial numbers, IP addresses, firmware versions, and test results

• Keep ticket notes clear enough that another technician can understand the issue, actions taken, current status, and next steps without needing to repeat diagnostic work

• Communicate with clients in a professional, calm, and easy-to-understand manner

• Provide regular progress updates for unresolved tickets and advise clients when third-party vendors, onsite technicians, or specialist teams are engaged

• Ensure tickets are categorized, prioritized, and handled in accordance with service-level agreements

• Identify recurring issues and raise recommendations for process improvement, training, documentation, replacement hardware, or proactive remediation

What You'll Need

Required:

• Demonstrated experience in a Level 2 and/or Level 3 IT support role within an MSP, internal IT department, or outsourced IT environment

• Strong experience supporting Microsoft 365 and Windows-based business environments

• Experience with Microsoft Entra ID, Active Directory, Exchange Online, Outlook, Teams, OneDrive, SharePoint, Intune, and Microsoft Defender

• Strong troubleshooting skills across Windows 10 and Windows 11 devices, user profiles, Office applications, drivers, printing, and endpoint performance

• Experience with networking fundamentals, including TCP/IP, DNS, DHCP, VLANs, Wi-Fi, VPNs, firewalls, routers, and switches

• Experience supporting remote monitoring and management tools, PSA/ticketing platforms, patch-management tools, and endpoint-security platforms

• Familiarity with backup, disaster recovery, antivirus, EDR, MFA, password security, and cybersecurity best practices

• Ability to troubleshoot printers, multifunction devices, scanners, print queues, drivers, connectivity issues, firmware, and basic print-quality faults

• Strong written English, documentation, and customer-service skills

• Ability to work independently in a remote environment while managing priorities and meeting response-time expectations

• Ability to explain technical issues and instructions clearly to non-technical users

Preferred:

• Microsoft 365 Certified: Fundamentals, Endpoint Administrator, Administrator, Security Administrator, or related Microsoft certifications

• CompTIA A+, Network+, Security+, or equivalent experience

• Experience with Azure, Hyper-V, VMware, Windows Server, Active Directory, and Group Policy

• Experience with Sophos, Huntress, SentinelOne, Microsoft Defender, Datto, NinjaOne, ConnectWise, Kaseya, N-able, HaloPSA, Autotask, or similar MSP tools

• Experience with Fortinet, Ubiquiti, Cisco, Meraki, SonicWall, or other firewall and network platforms

• Experience supporting managed print environments, multifunction printers, scanner workflows, print-management tools, and vendor support processes

• Experience working with Australian small-to-medium businesses and delivering remote support under SLA requirements

Physical Demands

• Ability to safely and successfully perform the essential job functions

• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.

• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor

Reasonable accommodation statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to [email protected] or (888) 824 – 8111.