Technical Help Desk Specialist

We are looking for an experienced Technical Service Desk Engineer Level 2 Engineer to provide advanced support for users across Azure Entra ID, Microsoft 365, Intune, Windows Server, and Active Directory environments. The ideal candidate will have strong technical expertise, excellent troubleshooting abilities, and exceptional communication skills to assist users via phone, email, and ticketing systems.

About the Role

Provide Level 2 support for end users via phone calls, emails, and the ticketing system.

Responsibilities

• Troubleshoot issues related to Azure Entra ID, Microsoft 365, Intune, Windows Server, and Active Directory.
• Manage user lifecycle activities: Make, modify, disable accounts in Azure Entra ID and Active Directory.
• Support device user onboarding and offboarding through Intune and M365 services.
• Perform root-cause analysis for recurring issues and escalate complex problems when required.
• Maintain accurate documentation, knowledge base articles, and support records.

Required Skills and Qualifications

• 3 TO 5 years of experience in a technical service desk or IT support role.
• Hands-on experience with Azure Entra ID, Microsoft 365 administration, Intune, Windows Server, and Active Directory.
• Strong understanding of identity and access management principles.
• Excellent communication skills, both written and verbal.
• Ability to handle multiple priorities in a fast-paced environment.
• Strong customer-service mindset with problem-solving abilities.
• Ability to work in Australian time zone with rotational shift 24*7.
• Microsoft certifications such as MS-102, AZ-104, or MD-102.
• Experience with ITIL processes and ticketing tools like Autotask or ConnectWise.

Preferred Skills

• Strong interpersonal skills and a professional phone presence.
• Ability to explain technical issues in simple, user-friendly language.
• Team player with an ownership and accountability mindset.